About the job
As the End User Services Manager at Leidos Australia, you will embark on an exciting journey leading the delivery of essential IT services for approximately 900 users. This impactful job is all about ensuring that support services are responsive and customer-focused, while also driving service performance and operational efficiency. Join a team that values collaboration, diversity, and innovation, and be part of a workplace where everyone can thrive.
You'll be responsible for
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Leading End User Services delivery
Lead the day-to-day delivery of End User Services including Service Desk, Tech Bar, Endpoint Support, Microsoft 365, and collaboration technologies, ensuring consistent, high-quality support across all customer engagement channels.📊
Managing operational performance
Own operational performance across End User incidents and service requests, proactively managing workloads, service levels, queue health, and customer experience metrics to meet or exceed contractual obligations.🌱
Coaching and mentoring team members
Provide leadership, coaching, mentoring, workforce planning, and performance management for the End User Services team, fostering a collaborative, accountable, and customer-focused culture.Key criteria
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End User Services experience
Proven experience managing End User Services in a large enterprise.View
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Operational performance management
Demonstrated ability to manage service performance and SLA achievement.View
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Technical knowledge of Microsoft 365
Strong understanding of Microsoft 365 and endpoint environments.View
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