Operating Support Manager
 
As a result of a recent engagement with a National Security client, Helix requires an Operating Support Manager to lead the delivery user focused IT support services.

This is a full-time role based in Canberra. 

• TSPV Security Clearance is required for this role. 

Reporting to the Deputy Program Manager, you will be responsible for overseeing the Help Desk 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

• You'll 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, you'll play a key role in delivering reliable and secure platforms.

 
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.