As an on site Operations Manager based in Canberra, you will be a dynamic and people focused leader responsible for overseeing a large IT Service Desk and Field Services team. Acting as a key customer liaison, you will drive exceptional service outcomes within a Federal Government account by leading day‑to‑day operations, championing customer service excellence, supporting technical escalations, and embedding continuous improvement. You will foster an inclusive, engaging, and high performing workplace and join a collaborative leadership team where you will help shape operational direction, support employee development, and work closely with customers to enable their objectives.
Responsibilities will include:
- Lead and manage an IT Service Desk and Field Services team effectively. Delivering ICT services in line with agreed SLAs and ensuring timely, high quality outcomes for the customer.
- Drive continuous improvement by monitoring service performance and identifying opportunities to enhance efficiency and service quality.
- Provide people leadership through clear expectations, coaching, development, and engagement initiatives.
- Building strong relationships and collaborate with stakeholders.
- Ensure compliance with Health & Safety, security, and organisational policies.
What you’ll bring to the table:
- Experienced in leading & developing a service desk team, confident across escalations and business practises.
- Proven experience in driving workplace culture of support & collaboration.
- Strong stakeholder management skills, building reputable customer partnerships.
- Experience in the HR leadership of large teams of 10-15+
- Call Manager System experience would be advantageous, but not essential.
Additional Requirements
Currently hold and maintain a Government security clearance.
About Kinetic IT
Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities. For more than 25 years, we’ve partnered with some of Australia’s most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport.
Be You, Create the Future
At Kinetic IT, we’re driven by a shared passion for technology, customer success, and community impact.
With over 1,500 talented people working across Australia, we deliver world-class capabilities with a local touch – helping shape the future of tech, here and beyond.
We value individuality and foster an inclusive culture where you’re safe to be your best, real self. We tackle challenges together, celebrate success together, and make sure everyone feels valued, supported, and proud of the work they do.
As an equal opportunity employer, we welcome people of all abilities, backgrounds, cultures, and genders. We’re proud to be an Indigenous and Veteran-friendly employer.
The Kinetic IT Difference
- Growth-focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
- Advance your career – Access new roles via our internal ‘Opportunity Marketplace’ careers hub.
- Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
- Celebrate together – Social events, cultural celebrations, end-of-year functions and more.
- Wellbeing matters – Health and wellness resources, tailored leave and support options and EAP access.
- Other Perks- Access to our employee discounts platform, discounted gym membership and more.
How To Apply
Work with us as we bring technology to life. Apply today or send your CV direct to careers@kineticit.com.au.
You can learn more about our culture and crew online at https://kineticit.com.au/work-with-us/careers-at-kit/.
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