Grampians Health170 jobs

IT Service Desk Team Leader

Mid levelFull-timeHybridCity of Ballarat, VIC, AustraliaHorsham VIC 3400, AustraliaPosted 2 months agoVerified 11 hours ago
Pending fitX of Y criteria met

About the job

The IT Service Desk Team Leader at Grampians Health is a pivotal role that ensures the delivery of reliable, high-quality IT services across a large, multi-campus health service. This position involves hands-on leadership, coaching, and support for the Service Desk team, focusing on incident management and enhancing the customer experience. The team thrives on collaboration and continuous improvement, making a meaningful impact on healthcare delivery.

You'll be responsible for

🏢

Leading operations

Leading and coordinating the day-to-day operations of the IT Service Desk, ensuring consistent, customer-focused support across Grampians Health.
👩‍🏫

Providing leadership

Providing frontline people leadership, including supervision, coaching, guidance, and performance feedback for Service Desk staff.
⏱️

Monitoring incidents

Allocating, prioritising, and monitoring incidents and service requests to achieve timely resolution within agreed service levels.

Key criteria

👥

Service Desk leadership experience

Proven experience leading or supervising a Service Desk team.

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📊

Incident management expertise

Strong experience managing incident, request, and escalation processes.

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🔍

IT service management knowledge

Solid understanding of IT service management frameworks like ITIL.

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Meet the team

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5 criteria for this job
Service Desk leadership experience
Proven experience leading or supervising a Service Desk team.

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Incident management expertise
Strong experience managing incident, request, and escalation processes.

View

IT service management knowledge
Solid understanding of IT service management frameworks like ITIL.

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Hands-on ITSM tools experience
Experience with ITSM tools, ticketing systems, and reporting.

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Analytical skills for service improvement
Strong analytical skills to interpret service data and identify improvements.

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