Team Lead - Field Enterprise Services

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us!

• Learn more about Unisys and our key solution offerings
• Unisys, Stealth, CloudForte®, InteliServe
• What success looks like in this role

We have a great opportunity for you to stretch your existing leadership skills in our Field Enterprise Servies (FES) organisation. You will be acting as 2IC to the Manager, and have scope to be managing people, working with our service levels and quality process improvements projects. Your client is a large Federal Government Department, with whom we have a managed service agreement.

We have a stable FES team and you will be Partnering and supporting your peer associates.

• Assisting the Manager with the following leadership activities;
• Developing and coaching associates to meet business targets, and grow their professional skills.
• Managing and maintaining the knowledge base within the FES team.
• Managing and maintaining knowledge for the FES team.
• Client escalations when any issues arise that need addressing within the FES team.
• Co-ordination of the FES team.
• Project work where necessary.
• Development and continuous improvement of processes and procedures to achieve an effective and quality service.

Identifying and recommending service improvements

Ensuring training of all FES resources is current and at the required level to support client

Ensuring team SLA's are met.

Creation and management of Field Services Knowledge Articles.

Striving for high levels of client satisfaction for products / solutions supported.

Working towards your career development objectives within the function, or in other roles in the organisation, as Unisys supports career growth.

You will be working on client site.

LI-KP1

• You will be successful in this role if you have
• It is mandatory that you are an Australian citizen, to enable you to work with our Federal Government customer.
• Preferred that you currently hold NV level Security Clearance. Baseline Security Clearance will be considered.
• Experience working within the Information Technology industry and a field engineering services organisation is preferred.
• Experience working with large customer technology and service environments.
• Experience in delivery of IT support services with specified KPI's.
• Knowledge of Unisys business is preferred.

Leadership and Personal Skills

• Some exposure to team leading is preferred.
• Enthusiastic, motivated person capable of inspiring others to meet their potential.
• Comfortable working with virtual teams.
• Able to multitask, and coach others in developing this capability.
• Display problem solving abilities with an analytical mindset.
• Planning and organisational skills.
• Effective verbal and written communications skills.
• Thrive working and leading in a diverse workplace.
• Have curiosity and a continuous learning mindset.

Technical Skills

• Understanding of hardware and software support services
• Knowledge of Customer Service Ticketing systems e.g. ServiceNow or other.
• Ability to manage a team to standardised processes and continual improvement.