This is a Service Desk Team Lead role with Unisys based in Canberra, ACT, AU Unisys Role Seniority - mid level More about the Service Desk Team Lead role at Unisys What success looks like in this role: Unisys is one of Canberra’s leading Service Desk providers, supporting a range of Federal Government clients. Unisys offers industry best practice training, a collaborative work environment and opportunities for career progression that can build your career in Information Technology. Understands and is accountable for service level objectives as defined by contract/client. Supervises the efforts of Service Desk teams within an assigned region. Directs Service Desk team members in their day-to-day activities by serving as an escalation point for issues referred to by Service Desk team members, clients or other teams. Mentors and trains Service Desk team members to build new skills. Builds collaboration within the team and with outside support teams. Monitors Service Desk tickets and calls, identifying trends and issues that require more in-depth analysis. Ensures team meets or exceeds agreed up SLAs. Oversee daily operations, including schedules, escalations, and reporting. Prioritize projects, identify goals, and assign staff to reach goals. You will be successful in this role if you have: Must be an Australian Citizen. NV1 Security Clearance required. Bachelor’s degree in information technology, Computer Science, or related field. 2 years of prior experience preferred but not required. Prior management experience not required but may have informally led teams ITIL certification is desired. Demonstrated leadership skills. General knowledge of customers supported. Demonstrates leadership principles that build relationships, sustain morale, and foster employee retention. Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Unisys team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Supervising Service Desk teams Directing daily activities Monitoring service desk performance Key Strengths Leadership skills ITIL certification ️ Service Desk management General knowledge of customers supported Mentoring and training Project management Why Unisys is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with Unisys not with Hatch.
