Operating Support Manager

Operating Support Manager

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 of 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

• 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 closely with Technical teams to ensure all requirements are captured.

Qualifications & Experience

• 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.

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

• 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) 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.
• 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.

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.