Operating Support Manager

• Accrue up to an extra 12 days of leave per year through our Life Days program.

• Work with a world leading technology business at the forefront of innovation.

• Were 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.

Our team feel Leidos is a great place to work. Learn more about our culture and benefits by visiting us here 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 worlds toughest challenges in government intelligence defence aviation border protection and health markets.

Your New Role and Responsibilities

Were looking for an experienced and people-focusedOperating Support Managerto 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 youll be shaping the user experience managing a capable team and ensuring that support services are aligned with business needs and contractual requirements. Youll 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

Youll 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 youll play a key role in delivering reliable and secure platforms.

• 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.

• Deliver high-touch VIP support for executive stakeholders and coordinate IT induction and refresher training including sessions trending issues.

• 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.

• 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.

• 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.

• Provide management and delivery of shift-left activities working closing with Technical teams to ensure all requirements are captured.

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:

• 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.

• Strong interpersonal and communication skills with a proactive approach to stakeholder engagement customer service and VIP/high-touch support expectations.

• Experienced with ITSM tools (e.g. JIRA ServiceNow) working within defined SLAs and contributing to service catalogue improvements.

• Skilled in knowledge management including the development of SOPs and supporting documentation to improve service delivery.

• ITIL v4 Foundation certified with high attention to detail and a reliable hands-on approach to task execution.

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. Its 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

• To apply for this role follow the links or apply via our Careers page.

• Recruitment process - virtual / face to face interview & background checks.

• Applicants may also need to meet International Traffic in Arms Regulations (ITAR) 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.

• We are committed to making our recruitment process accessible to all candidates. Please contact our Careers team if youd like to discuss any additional support during your application or throughout the recruitment process.

If youre looking for comfort keep scrolling. At Leidos we outthink outbuild and outpace the status quo because the mission demands it. Were not hiring followers. Were recruiting the ones who disrupt provoke and refuse to fail. Step 10 is ancient history. Were already at step 30 and moving faster than anyone else dares.

Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand 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.