help desk manager

Munson Healthcare

<div>Description 
 
Find more than your next job. Find your community. 
 
We&rsquo;re northern Michigan&rsquo;s largest healthcare system and we are deeply rooted in the communities we serve. That means that our patients are often our family, friends, and neighbors &ndash; and it&rsquo;s special to be able to care for them. And as one of the top healthcare systems to work for in Michigan by Forbes (American&rsquo;s Best Employers by State 2022, 2023), we&rsquo;re committed to your ongoing growth and development. 
After work, you&rsquo;ll find things to do in every season &ndash; beaches, outdoor recreation, unique restaurants, world-class wineries, arts, and entertainment. 
 
Why Choose Munson Healthcare: 
 
Balance &ndash; Get out on the water, in the woods, on the trails or around town. 
Opportunity &ndash; Be a part of northern Michigan&rsquo;s leading healthcare team with opportunities for personal and professional growth throughout the healthcare system. 
Flexibility &ndash; A career that can change as your life changes. 
Teamwork &ndash; Our people make Munson Healthcare a great place to work! 

 
Lead the way to Excellence: 
 
The help desk manager leads a 24x7 technical support team, ensuring efficient and effective customer service. Key responsibilities include managing and mentoring staff, handling escalated issues, setting performance standards, and managing processes for resolving technical problems. The role also involves monitoring performance metrics, creating reports, and coordinating with other departments to improve the user experience. 
 
What we are looking for: 
 
Bachelor&rsquo;s degree in computer science, Business, Healthcare, or related field required with 8 years&rsquo; experience in the helpdesk or service desk management field. In lieu of a bachelor&rsquo;s degree, 12 years of relevant experience in IT help desk or IT service desk management is required. 
MBA/MPH degree and advanced continuing education in information systems trends and methodology is preferred. 
ITIL, HDI or other service management certifications preferred. 
Experience in working with Help Desk operations required. Current or very recent experience working with or in a complex computer environment is preferred. 
Healthcare experience preferred 
 
Ready to Make a Difference: Your Responsibilities Include: 
 
Team leadership: Supervise, mentor, and train help desk staff, and evaluate their performance.
 
Operational management: Oversee daily help desk operations, including managing support tickets, setting schedules, and ensuring consistent service coverage. 
Customer service: Ensure high levels of customer satisfaction, handle escalated or high-priority issues, and implement policies to improve service.
 
Process improvement: Develop and refine problem-resolution processes, establish service-level agreements (SLAs), and identify areas for improvement.
 
Performance monitoring: Track key performance indicators (KPIs), create reports on team productivity, and monitor trends to identify recurring issues.
 
 
What You&rsquo;ll Get from Us:<ul><li>
Full benefits, paid holidays, and generous paid time off</li><li>
Tuition reimbursement and ongoing educational opportunities</li><li>
Retirement savings plan with employer match and personal consulting</li><li>
Opportunities for career growth and development</li><li>
Wellness offerings, employee assistance program, and exclusive employee discounts</li></ul> 

Ready to Begin Your Next Chapter? Let&rsquo;s Connect! email gstein@mhc.net</div>

Manager Information Systems (Help Desk)

ICE Consulting - Managed IT & Cybersecurity for Life Sciences

<div>
 
 
 Who We Are
 
 
 
 ICE Consulting is a privately owned, leading
 
 Managed IT Services Provider (MSP)
 
 established in
 
 1996
 
 . We specialize in delivering comprehensive IT support services, including
 
 Network &amp; Security
 
 ,
 
 UNIX/Linux &amp; Windows Engineering
 
 ,
 
 System &amp; Database Administration
 
 ,
 
 Help Desk Support
 
 ,
 
 VoIP Support
 
 , and
 
 complete IT infrastructure management
 
 .
 
 
 Our clients&mdash;small to mid-sized enterprises&mdash;depend on us for secure, efficient, and scalable technology solutions.
 
 
 We are seeking a
 
 hands-on, strategic, and people-focused Service Desk Manager
 
 to join our
 
 Asia Office in Lahore
 
 . This role will lead global support operations, manage the Asia-based Help Desk team, and ensure world-class service delivery for ICE Consulting&rsquo;s international clients.
 
 
 
 
 
 
 Job Summary
 
 
 
 The
 
 Service Desk Manager
 
 will oversee
 
 IT support operations
 
 in a fast-paced
 
 Managed Service Provider (MSP)
 
 environment. The role includes managing a
 
 24/7 Help Desk team
 
 , coordinating with
 
 onsite engineers in the U.S.
 
 , ensuring SLA compliance, maintaining service quality, and improving operational efficiency through ITIL-aligned practices.
 
 
 The ideal candidate is technically sound, process-oriented, and an excellent people manager with strong leadership and communication skills.
 
 
 
 Key Responsibilities
 
 
 
 
 1. Service Delivery Management
 
 
 <ul>
 <li>
 Manage end-to-end service delivery for assigned global clients, ensuring SLA compliance and customer satisfaction.
 </li>
 <li>
 Coordinate with onsite, systems, and network teams to deliver seamless client support.
 </li>
 <li>
 Serve as an escalation point for service-impacting incidents, ensuring timely resolution and transparent communication.
 </li>
 <li>
 Conduct periodic service reviews and present KPIs, performance metrics, and improvement initiatives.
 </li>
 <li>
 Collaborate with Project Managers to review and refine all client communications before release.
 </li>
 </ul>
 
 
 2. Team &amp; Resource Management
 
 
 <ul>
 <li>
 Lead and manage the
 
 Lahore-based Help Desk team
 
 , working closely with
 
 U.S.-based onsite engineers
 
 .
 </li>
 <li>
 Plan staffing schedules, allocate resources based on ticket volume, and ensure balanced workload distribution.
 </li>
 <li>
 Monitor ticket queues, shift coverage, and performance metrics to maintain high service standards.
 </li>
 <li>
 Provide coaching, mentoring, and training to develop team members&rsquo; technical and customer service skills.
 </li>
 </ul>
 
 
 3. Client Onboarding &amp; Offboarding
 
 
 <ul>
 <li>
 Oversee the full client onboarding lifecycle, including IT discovery, documentation, provisioning, and communication plans.
 </li>
 <li>
 Manage secure and efficient client offboarding processes with proper documentation and asset recovery.
 </li>
 <li>
 Partner with engineering and project teams to ensure seamless transitions and client satisfaction.
 </li>
 </ul>
 
 
 4. Compliance &amp; Audit Support
 
 
 <ul>
 <li>
 Assist clients with gathering documentation for audits and compliance requirements (SOC 2, HIPAA, HITRUST, FDA, etc.).
 </li>
 <li>
 Ensure internal processes and communication align with industry standards and regulatory expectations.
 </li>
 </ul>
 
 
 5. Quality Assurance &amp; Process Improvement
 
 
 <ul>
 <li>
 Conduct QA reviews of service tickets and client communications to ensure technical accuracy and service quality.
 </li>
 <li>
 Track performance metrics (KPIs, CSAT, SLA) to identify improvement areas.
 </li>
 <li>
 Enforce consistent use of templates, documentation standards, and internal knowledge base updates.
 </li>
 </ul>
 
 
 6. ITIL &amp; Governance
 
 
 <ul>
 <li>
 Apply ITIL best practices across incident, request, change, and problem management processes.
 </li>
 <li>
 Use ITSM platforms (e.g.,
 
 ConnectWise
 
 ) for service delivery, reporting, and governance.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Requirements
 
 
 <ul>
 <li>
 Minimum
 
 5 years of Tier II end-user support experience
 
 , with at least
 
 3 years in a managerial or supervisory role
 
 .
 </li>
 <li>
 Bachelor&rsquo;s degree in
 
 Computer Science, Information Technology, or related field
 
 .
 </li>
 <li>
 Proven experience leading support teams in an
 
 MSP or IT services environment
 
 .
 </li>
 <li>
 Strong technical knowledge of
 
 Windows (7&ndash;11), macOS, mobile devices
 
 , and
 
 cloud platforms (O365, Gmail)
 
 .
 </li>
 <li>
 Experience with
 
 Microsoft Intune, Google Workspace, VMware Workspace ONE, and JAMF
 
 for device management.
 </li>
 <li>
 Familiarity with
 
 MDM tools, endpoint security solutions, SSO/MFA platforms (Okta, OneLogin)
 
 , and
 
 VoIP systems (RingCentral, Vonage)
 
 .
 </li>
 <li>
 Excellent leadership, documentation, and communication skills for managing cross-functional global teams.
 </li>
 </ul>
 
 
</div>

Service Desk Manager

FedEx Logistics

<div>AOG Desk Manager leads and coordinates the operational team while adhering to regulations and procedures, with a threefold goal of 
customer satisfaction, quality, and profitability. 
 
There are 3 main missions: 
 
Staff Management: The AOG Desk Manager is responsible for evaluating, planning, and adjusting the necessary workforce to achieve the performance objectives of their team. 
 
Operational Management : The AOG Desk Manager supervises all operational activities of the AOG Desk to ensure efficiency, quality and cost effectiveness of processes. He ensures proper execution of SOPs. 
 
Customer Management: The AOG Desk Manager is accountable of the performance promised to customers 
Accountabilities &amp; Interactions
Staff Management<ul><li>
Assesses needs by analysis of current and forecast workloads to estimate the numbers of Team member</li><li>
Plan workforce by defining profiles, skills and experience level required for the assigned task</li><li>
Uses KPI (Activity rate, Productivity, Turnover, etc.) to proactively adjust sizing</li><li>
Anticipate changes by integrating external and internal factors (growth, projects, turnover, etc.) into work-force management strategy.</li><li>
Participate in selection of all staff placed under his authority i.e: AOG Desk Supervisor ( When applicable) AOG Desk Front Officer, AOG Desk Back Officer</li><li>
Collaboration with HR department for hiring processes</li><li>
Welcome and integrate new employees according to Company rules &amp; regulations</li><li>
Ensure daily adherence to safety, hygiene, and security rules.</li><li>
Ensure the input of variable payroll elements in the time management tool</li><li>
Communicate all information regarding HR (absences, leave, sickness) to the HR liaison and their team</li><li>
Establishes the schedules ahead in time, of the various team members of the AOG Desk, in order to ensure proper functioning of the AOG Desk.</li></ul>
Operational Management<ul><li>
Managing day-to-day operations by organizing, coordinating and optimizing activities to ensure smooth operations</li><li>
Actively participate to continuous improvement by identifying ways to optimize processes, reduce costs and improve service quality.</li><li>
Monitor KPIs, analyze result , identify discrepancies and implement corrective actions plans</li><li>
Ensure collaboration by working closely with Air Export/Import of country organizations attached to AOG Desk regional scope.</li><li>
Contribute to the establishment of SOPs for the operational team.</li><li>
Ensure that operations comply with Quality, safety and regulatory standards.</li></ul>
Customer Management<ul><li>
Participate in occasional visits from clients.</li><li>
Prepare, Attend/Participate to customers performance review Meetings</li><li>
Remain the ultimate escalation point for a client after the AOG desk supervisor</li></ul>
External Interactions:<ul><li>
Customers (External and/or FedEx Airlines)</li><li>
Carriers</li><li>
Suppliers</li></ul>
Internal Interactions:<ul><li>
AOG Senior Manager</li><li>
AOG Desk Supervisor</li><li>
Front &amp; Back Officers</li><li>
FXL Network organization &amp; branches</li></ul>
Required Competence 
Knowledge<ul><li>
Business English (read, written, spoken)</li><li>
Additional languages are welcome( French/Dutch/German/Spanish)</li><li>
Mastery of international air transport regulations (Incoterms/Customs Rules&hellip;)</li><li>
Mastery of the specificities of all modes of transportation.</li><li>
Mastery of the supply chain, procurement, storage, transport, distribution</li><li>
Knowledge of computer tools</li><li>
Good command of written and oral communication</li><li>
Management of physical and information flows</li><li>
Understanding of regulations, customs, security, transport</li><li>
Optimization of logistics costs and timelines</li></ul>
Skills<ul><li>
Respect and apply the company's Quality, Hygiene, and Safety rules.</li><li>
Convey a positive brand image to clients.</li><li>
Adherence to procedures and organization of the service (schedules, break times, holidays).</li><li>
Supervision and management of teams</li></ul>
Personal Qualities<ul><li>
Customer service orientation (internal and external)</li><li>
Stress resistance</li><li>
Organizational skills</li><li>
Reactivity and proactivity</li><li>
Rigor and discipline, ruling by example</li><li>
Good interpersonal skills</li><li>
Teamwork orientation</li><li>
Possess managerial skills, Team animation, listening, open-mindedness, and self-control.</li><li>
Sense of responsibility</li><li>
Conflict management and Change Management support</li><li>
Negotiation and Communication skills</li></ul>
Experience &amp; Qualifications<ul><li>
15+ Years experience in the logistics industry</li><li>
8+ Years experience in team management (&gt;15 Staff)</li><li>
5+ Years in AOG desk Operations &amp; Supervision</li><li>
Knowledge and understanding of international logistics operations across multiple modes</li><li>
Driving license is necessary and vehicle autonomy is required</li></ul>
Other Information<ul><li>
The AOG Desk Coverage being regional, if necessary the AOG desk Manager will have to travel within covered countries to align on Processes, meet local customers and suppliers, together with local management.</li></ul><h2 class="jobSectionHeader"> 
The Company</h2>
FedEx Logistics provides e-Commerce, freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions.<h2 class="jobSectionHeader">
The Philosophy</h2>
People&ndash;Service&ndash;Profit (P-S-P). We take care of our People so that they can deliver impeccable Service to our customers who will give us the Profit necessary for FedEx to be successful. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages employees to be innovative in delivering the highest possible quality of service to our customers. We care for our employees' well-being and value their contributions to the company.<h2 class="jobSectionHeader">
The Culture</h2>
We honor innovation, integrity and diversity. We have many formal policies, procedures and programs to bring out the best in our staff, individually and in teams.<h2 class="jobSectionHeader">
The Mission</h2>
We strive to be the Best Company to work for with the Best Service and the Best Brand in our industry.
We're glad you stopped by and hope your job search experience with FedEx Logistics, Inc. will be rewarding. We look forward to hearing from you!</div>

AOG Desk Manager

McDonald's

<div>
 
 
 About McDonald&rsquo;s:
 
 
 
 One of the world&rsquo;s largest employers with locations in more than 100 countries, McDonald&rsquo;s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.
 
 
 
 
 
 
 Job Description:
 
 
 
 We are excited to announce an opening for Sr Manager Procurement Operations at MCC India. Please find below the details of the role and its responsibilities.
 
 
 
 
 
 
 Skills Required:
 
 ServiceNow, Ariba, SAP Ariba, Helpdesk, Ticketing, Support
 
 
 
 Experience Range:
 
 
 <ul>
 <li>
 10 - 15 years
 </li>
 </ul>
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Oversee and manage a team of help desk staff who are responsible for handling support tickets, troubleshooting issues, and providing assistance to users. Ensure the team is adequately trained and capable of resolving procurement-related issues efficiently Responsible for monitoring of user trends or areas with continuous issues that will help the identification of potential process improvement areas
 </li>
 <li>
 Assign, prioritize, and track support requests to ensure urgent issues are addressed promptly, while also managing the resolution of less critical problems within a reasonable time frame
 </li>
 <li>
 Liaise with the Global Process Leads and Functional Solutions Lead to ensure business needs are being addressed in timely manner
 </li>
 <li>
 Establish and maintain help desk procedures, ensuring that service level agreements (SLAs) are met
 </li>
 <li>
 Provide first-line support for procurement software and tools, assisting users with issues related to procurement systems, order management, and supplier inquiries
 </li>
 <li>
 Collaborate with Finance team to ensure that IS&amp;P Supplier Data matches business standards and requirements
 </li>
 </ul>
 
 
 
 
 
 Knowledge and Skill Requirements:
 
 
 
 
 Minimum 4-year degree
 
 
 <ul>
 <li>
 5+ years of relevant experience with Business or Supply Chain background
 </li>
 <li>
 3+ years experience managing multiple projects
 </li>
 <li>
 Experience in conducting influential discussions with executive leaders
 </li>
 </ul>
 
 
 
 
 
 Skills:
 
 
 <ul>
 <li>
 Customer Service, Technical Aptitude, Stakeholder Management, Attention to Detail, Delivery Excellence
 </li>
 <li>
 Experience in SAP Ariba is required.
 </li>
 <li>
 Experience in ServiceNow is required.
 </li>
 <li>
 Oversee and manage a team of help desk staff who are responsible for handling support tickets, troubleshooting issues, and providing assistance to users.
 </li>
 </ul>
</div>

Sr Manager Procurement Operations [T500-21101]

Abacus Technology

<div>Overview:
<div>
Abacus Technology is seeking a Service Desk/Desktop Lead to oversee a team of help desk and desktop support technicians providing enterprise level support for the US Military Training Mission (USMTM). This is a full-time position located in Saudi Arabia.</div>
Responsibilities:
<ul><li>Oversee the help desk and coordinate with desktop support lead/technicians to ensure that end users are receiving the appropriate assistance.</li><li>
Manage the processing of incoming calls to the help desk, via telephone and e-mail, to ensure courteous, timely, and effective resolution of end user issues.</li><li>
Manage all procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordination of all support functions.</li><li>
Serve as the first escalation point of contact for difficult or unknown issues and customer complaints.</li><li>
Enforce pre-established help desk service levels agreements (SLA) to ensure that incident resolution expectations and timeframes are met.</li><li>
Provide various KPI (key performance indicators) to upper management.</li><li>
Analyze performance of help desk activities to identify areas and processes that can be improved to better customer satisfaction (e.g., reduced resolution times).</li><li>
Monitor fixes to ensure problems have been adequately resolved.</li><li>
Identify, recommend, develop, and maintain a knowledge base (KB) library, How to&hellip; sheets, user guides, FAQ lists, and training programs to increase the computer literacy and self-sufficiency of both technicians and end-users.</li><li>
Conduct research on emerging products, services, protocols, and standards in support of the help desk.
</li><li>Create, track, and update SharePoint change records for network change requests (CRs) and facilitate the collaboration efforts between multiple IT and J-doc departments and personnel.</li><li>
Provide written and verbal status updates to upper management on all local network change requests.</li><li>
Perform scheduled department feedback sessions and periodic reviews with upper management.</li><li>
Oversee the development, implementation, and administration of help desk staff training procedures and policies.</li><li>
Oversee personnel schedule and on-call duties to ensure proper manning levels for mission completion.</li><li>
Provide counseling and, when appropriate, document and apply disciplinary actions to supervised personnel.</li></ul>
Qualifications:
<div>
3-5 years of experience in a technical support role. Bachelor&rsquo;s degree and work-related certifications such as ITIL or Help Desk Institute (HDI) are preferred, but can be substituted with, at least, 4-5 years&rsquo; experience in a help desk lead or management role. Must be CompTIA Security+ CE certified. Related certifications such as A+, Network+, MCSA, and/or MCITP are a plus. Extensive experience with desktop and server hardware (Dell/HP) and MS Windows operating systems (OS). Experience with application support for MS Office, COTS, and proprietary applications. Familiarity with various diagnostic utilities is a plus. Must have demonstrated progressive experience in the management of a technical support team. Proven track record of developing and providing Service Level Agreements and Help Desk deliverables. Must have solid relationship management and performance management skills. Able to motivate and direct staff members and subordinates. Exceptional written and oral communication skills. Solid customer service skills, including good communication and the ability to demonstrate professionalism on a consistent basis. Able to effectively prioritize and execute tasks in a high-pressure environment. Must be able to track and analyze trends in help desk tickets to quickly identify potential problems, so as to set into motion the Problem Management processes. Must have a valid US driver&rsquo;s license and be willing to live and work overseas. Must be a US citizen and hold a current and active DoD Secret Clearance.</div><div> 
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.</div><div></div><div> 
EOE/M/F/Vet/Disabled</div></div>

Service Desk/Desktop Lead

Egypt Education Platform

<div>EEP - Prime National Schools is seeking a knowledgeable and proactive IT Help Desk to join our technical support team. This role is essential in ensuring that our staff and students receive the highest level of IT support, contributing to a seamless educational experience.
Key Responsibilities:<ul>
<li>
Provide day-to-day technical support to all employees and students regarding hardware, software, and network issues.</li>
<li>Manage incidents and service requests in the help desk ticketing system, ensuring timely resolution and excellent customer service.</li>
<li>Assist with the installation, configuration, and maintenance of IT equipment, including computers, printers, and network devices.</li>
<li>Troubleshoot problems over the phone, via remote support tools, and in person.</li>
<li>Document and maintain accurate records of issues, solutions, and upgrades in the help desk system.</li>
<li>Participate in the onboarding of new staff and students by providing training on IT tools and systems.</li>
<li>Collaborate with the IT team to identify and implement improvements in technology and processes.</li>
<li>Monitor and report on IT inventory and recommend necessary equipment purchases or upgrades.</li>
</ul>
Requirements<ul>
<li>
Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field.</li>
<li>Proven experience in an IT Help Desk or support role is preferred.</li>
<li>Strong understanding of computer systems, mobile devices, and other tech products.</li>
<li>Excellent troubleshooting skills and the ability to work under pressure to meet deadlines.</li>
<li>Exceptional communication skills in both Arabic and English; ability to convey technical information to non-technical users.</li>
<li>Strong customer service orientation with a desire to help others.</li>
<li>Ability to work independently and collaboratively in a fast-paced environment.</li>
<li>Willingness to learn and adapt to new technologies and processes.</li>
</ul>
Safeguarding Statement: The safety and welfare of our students are paramount. All appointments are subject to thorough background checks and reference verification.
Benefits<ul>
<li>
High table of Medical Coverage within Egyptian Network.</li>
<li>Transportation Provided &ldquo;School Bus&rdquo;</li>
<li>Tuition Discount 20%.</li>
<li>Great and encouraging work environment.</li>
<li>Monthly Rewarding System.</li>
<li>Yearly Increase up to 20% &ldquo;based on achieving KPIs&rdquo;</li>
<li>Regular Workshops &amp; Professional development.</li></ul></div>

IT Help Desk

Leidos

Description <ul><li> Accrue up to an extra 12 days of leave per year through our Life Days program.</li><li> Work with a world leading technology business at the forefront of innovation.</li><li> We're a 'Family Friendly' certified workplace - we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them.</li></ul> Our team feel Leidos is a great place to work. Learn more about our culture and benefits by visiting us here Do Work That Matters Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts, backed by our global experience and network of partners, are working to solve the world's toughest challenges in government, intelligence, defence, aviation, border protection and health markets. Your New Role and Responsibilities We're looking for an experienced and people-focused Operating Support Manager to join a diverse leadership team to lead the delivery user focused IT support services. Reporting to the Deputy Program Manager, you are responsible for overseeing the Help Desk, TechBar, deskside support, and customer engagement activities, while also contributing to ITIL-aligned governance and continual improvement initiatives. This is a hands-on leadership role where you'll be shaping the user experience, managing a capable team, and ensuring that support services are aligned with business needs and contractual requirements. You'll also play a key role in onboarding, training, and supporting a hybrid workforce, with a strong emphasis on service excellence and operational maturity. Key Responsibilities You'll join a technically capable team that values open communication, knowledge-sharing, and continuous learning. Your input will directly shape how the Help Desk is solutioned, maintained, and enhanced to meet future needs. Whether restoring services, optimising workforce workloads, or implementing security baselines, you'll play a key role in delivering reliable and secure platforms.<ul><li> Lead and mentor the Help Desk team, overseeing performance management, coaching, and professional development, while managing daily operations across the Help Desk, TechBar, and deskside support.</li><li> Deliver high-touch VIP support for executive stakeholders and coordinate IT induction and refresher training, including sessions trending issues.</li><li> Maintain and enhance the IT Service Catalogue to ensure clarity, accessibility, and alignment with user needs, while supporting ITSM governance activities such as knowledge management, configuration management, and business continuity planning.</li><li> Manage team to ensure accurate logging and tracking of incidents, requests, and changes using Atlassian JIRA, and maintain asset records, update SOPs, and contribute to the knowledge base.</li><li> Contribute to a core leadership team that spans across multiple disciplines to support the development of staff and help effectively run large scale IT sustainment.</li><li> Provide management and delivery of shift-left activities, working closing with Technical teams to ensure all requirements are captured.</li></ul> Qualifications & Experience As a technical hands-on leader, your experience has given you strong management, coordination, and collaboration skills, as well as a passion for coaching and development with a view to building high performing teams. You will also possess:<ul><li> Proven experience managing a Help Desk or End User Support function within an enterprise IT environment, with a solid understanding of cloud services and modern workplace technologies.</li><li> Strong interpersonal and communication skills, with a proactive approach to stakeholder engagement, customer service, and VIP/high-touch support expectations.</li><li> Experienced with ITSM tools (e.g. JIRA, ServiceNow), working within defined SLAs, and contributing to service catalogue improvements.</li><li> Skilled in knowledge management, including the development of SOPs and supporting documentation to improve service delivery.</li><li> ITIL v4 Foundation certified, with high attention to detail and a reliable, hands-on approach to task execution.</li></ul> This role does require the successful applicant to be an Australian Citizen and hold a or be able to obtain an TSPV level security clearance. Diverse Team Members, Shared Values and a Common Purpose Providing our customers with smarter solutions takes an incredible team with diversity of thought, experience and perspectives driving innovation. Inclusion is at the heart of our culture and is one of our core values. It's about creating a workplace where everyone can do important work, feels welcome, valued, and respected, and has equal access to opportunities to thrive. Paul Chase - Chief Executive, Leidos Australia. Leidos Australia is an equal opportunities organisation and is 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. Our five Advocacy Groups (Women and Allies Network, Young Professionals, Defence & Emergency Services, Action for Accessibility and Abilities and Pride+) provide an opportunity for team members to connect and collaborate on shared interests, and work to support and celebrate our diverse community. Next Steps<ul><li> To apply for this role, follow the links or apply via our Careers page.</li></ul><ul><li> Recruitment process - virtual / face to face interview & background checks.</li><li> Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain countries as per ITAR 126.1.</li><li> We are committed to making our recruitment process accessible to all candidates. Please contact our Careers team if you'd like to discuss any additional support during your application or throughout the recruitment process. </li></ul> At Leidos, we don't want someone who "fits the mold"-we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, "what's next?" before the dust settles on "what's now." If you're already scheming step 20 while everyone else is still debating step 2 good. You'll fit right in. Original Posting: For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above. Pay Range: The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. About Leidos Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit . Pay and Benefits Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at . Securing Your Data Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at . If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission . Commitment to Non-Descrimination All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law . click apply for full job details

Operating Support Manager

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