Service Desk Manager
jobsforhumanity
Service Desk Manager
unisys· 200 Unisys Australia Pty Limited
About this role
What success looks like in this role:
Role Overview
Provides operational leadership for Service Desk services supporting a Federal Government client.
Ensures delivery of high-quality IT support in line with contractual SLAs, government standards, and customer expectations.
Key Responsibilities:
Service Desk Operations
Manage and oversee daily Service Desk activities, including staffing, ticket queues, and escalations.
Serve as the primary escalation point for complex or high-impact service issues.
Performance & Service Management
Monitor Service Desk metrics, identify trends, and drive continuous improvement initiatives.
Ensure the team consistently meets or exceeds SLA, KPI, and customer satisfaction targets.
Leadership & Team Development
Mentor, coach, and develop Service Desk staff to enhance technical and customer service capabilities.
Foster a collaborative, accountable, and high-performing team culture.
Stakeholder & Client Engagement
Build strong working relationships with government stakeholders and internal support teams.
Participate in service reviews and operational meetings, providing clear reporting and insights.
Compliance & Security
Ensure Service Desk operations comply with federal government policies, security requirements, and contractual obligations.
Support audits, reviews, and reporting related to service delivery and compliance.
You will be successful in this role if you have:
Required
Bachelor’s degree (BA/BS) with 2–4 years of relevant experience, or an equivalent combination of education and experience.
Experience in an IT Service Desk or IT support environment with strong communication and problem-solving skills.
Preferred
Experience supporting a Federal Government or public sector account.
Prior experience leading or informally supervising teams; familiarity with ITIL practices and service management tools.
Security Requirements
"NV1 security clearance minimum requirement"
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.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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. US job seekers can find more information about Unisys’ EEO commitment here.
Frequently Asked Questions
Is the salary disclosed for the Service Desk Manager position at unisys?
The salary for this Service Desk Manager role at unisys is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Service Desk Manager position at unisys located?
This Service Desk Manager role at unisys is based in Canberra, ACT, Australia. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Service Desk Manager role at unisys full-time or part-time?
This is listed as a Full time position. It is posted as a Service Desk Manager role in the 200 Unisys Australia Pty Limited department at unisys.
Which team or department does the Service Desk Manager at unisys belong to?
This Service Desk Manager position is part of the 200 Unisys Australia Pty Limited department at unisys. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Service Desk Manager position at unisys?
Click the "Apply Now" button on this page. You will be redirected to unisys's official application portal hosted on workday where you can submit your application directly.
When was the Service Desk Manager job at unisys posted?
This Service Desk Manager position at unisys was posted on Sep 2, 2026. Apply as soon as possible — early applications are often reviewed first.
Service Desk Manager
unisys
You'll be redirected to unisys's official application page on Workday.