Description

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.

Your New Role And Responsibilities

As the End User Services Manager, you will lead the delivery of day-to-day End User Services for approximately 900 users and their services across Service Desk, Tech Bar, Endpoint Support, Microsoft 365 services, and collaboration technologies.

This is a highly visible leadership role that combines operational excellence, stakeholder engagement, people leadership, and service improvement. You will be accountable for ensuring support services are responsive, customer-focused, and aligned with contractual and organisational objectives. Working closely with delivery leadership, infrastructure, cyber security, and customer stakeholders, you will drive service performance, manage escalations, and identify opportunities to improve both user experience and operational efficiency.

You will also play a key role in developing team capability, maintaining governance processes, and ensuring support services meet the security, compliance, and service expectations of a Federal Government environment.

Key Responsibilities

- 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.
- 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.
- Provide leadership, coaching, mentoring, workforce planning, and performance management for the End User Services team, fostering a collaborative, accountable, and customer-focused culture.
- Act as the primary escalation point for End User Services, managing executive stakeholders, customer communications, priority issues,



and service risks while maintaining strong and trusted customer relationships.
- Maintain accountability for the integrity and accuracy of End User Services asset and configuration data, ensuring items are effectively managed throughout their lifecycle and Configuration Management Database (CMDB) records remain accurate, current, and auditable.
- Oversee physical asset management activities including supporting customer procurement, stock management, asset inventory into CDMB, reconciliation, refresh recommendations, and audit support, ensuring accurate records and effective operational controls are maintained.
- Lead End User Services continual service improvement initiatives, contribute to problem management activities, maintain knowledge management practices, and ensure compliance with security, change management, asset management, and ITSM governance requirements.

Qualifications & Experience

- Proven experience leading Service Desk, End User Services, or IT support teams within a medium-to-large enterprise or government environment, including workforce planning, coaching, performance management, and capability development.
- Strong operational leadership skills with experience managing service performance, SLA achievement, queue management, customer outcomes, and service reporting within an ITIL-aligned environment.
- Demonstrated ability to build trusted stakeholder relationships, manage executive escalations, influence priorities, and communicate effectively across technical and non-technical audiences.
- Sound technical knowledge of Microsoft 365, Windows endpoint environments, collaboration technologies, identity and access management, and modern workplace support services.
- Experience driving continual improvement initiatives,



problem management activities, knowledge management practices, and operational governance processes that improve customer experience and service efficiency.
- Practical experience using IT Service Management platforms such as Ivanti Neurons, ServiceNow, or similar tools to manage incidents, requests, knowledge, assets, and configuration information.
- A proactive and analytical approach to problem solving, with the ability to interpret operational data, identify trends, and implement improvements in a agile customer environment.
- ITIL Foundation certification, industry certifications, or equivalent practical experience supporting service delivery and operational excellence.

This role does require the successful applicant to be an Australian Citizen and hold a NV1 level security clearance.

Equal Opportunity Employment

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 provide an prospect for team members to connect and collaborate on shared interests, and work to support and celebrate our diverse community.

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 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.

Pay and Benefits

Pay and advantages are fundamental to any career decision. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at

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📌 End User Services Manager (Canberra)
🏢 Leidos
📍 Canberra