Help Desk & IT Support (Information & Communication Technology)
Leidos is a Fortune 500 Technology, Engineering, and Science Solutions and Services leader. Leidos' 47,000 global employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023.
Leidos Australia has been a trusted partner to the Australian Government, including the Department of Defence, for more than 25 years, having delivered some of the most complex software and systems integration projects in Australia. With a local workforce of around 2,000, of which 85% hold a government security clearance, we have one of the largest security-cleared workforces in Australia. Our team is also backed by Leidos' global expertise, experience and capabilities.
Your New Role
We are seeking an experienced and dedicated Service Desk Team Lead to oversee our interstate first level support team of Service Desk Analysts. Reporting into the Client Services Manager, the selected candidate will be responsible for ensuring exceptional service delivery to our Asia Pacific Staff, Program Teams, and Executive Leadership.
This role can be based in Kingston (ACT) or our Scoresby (VIC) location coupled with flexible work-from-home options.
Key Responsibilities:
Lead and manage the Service Desk team remotely and in person.
Train and mentor service desk staff.
Collaborate with project managers on key initiatives.
Handle tickets, requests, calls, webchats, and walk-ins as necessary.
Coordinate with other IT teams to ensure effective service delivery.
Develop and enforce service desk policies and best practices.
Manage the creation and update of Knowledge Base Articles.
Provide reports for business areas as required.
Review trends and help implement productivity gains.
Minimum Requirements:
To apply for this role, you must be an Australian Citizen with the ability to hold and AGSVA Baseline Security Clearance at a minimum.
About You & What You'll Bring
The ideal candidate will have a mixture of technical and leadership experience within the service desk environment. Key capabilities that will help you succeed in the role include:
Technical expertise in Windows 10 and 11 systems.
Comprehensive understanding of ITIL frameworks.
Knowledge of WIFI, VPN, software applications, and hardware.
Relevant industry certifications (desirable).
Experience with the M365 productivity tool suite.
Excellent written and verbal communication skills.
Strong customer focus with a capacity to implement innovative service improvements.
Thorough understanding of service management/ticketing tools.
A resourceful, innovative, and proactive approach to problem solving.
Critical Incident Management and Change Management experience desirable.
What You'll Love
At Leidos, we embrace diversity and are committed to creating a truly inclusive workplace. We welcome and encourage applications from Aboriginal and Torres Strait Islanders, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexualities, and age groups.
You will be valued, included and supported. So if you are open-minded and keen to Be the difference, we look forward to welcoming you.
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