Manager, Digital Workplace & Service Desk Excellence

RSL LIFECARE LIMITED; Sydney; Remote; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Salary packaging benefits

Maxxia Rewards

Fitness Passport

Parental Leave

17.5% leave loading on annual leave

Professional development opportunities

Job summary

RSL LifeCare Limited is seeking an experienced Manager Digital Workplace Services to lead the Service Desk and End User Services. You will drive performance, modernise the digital workplace and enable a proactive, data-informed support model for a large care organisation.

Reporting to the CIO, you will build a high-performing team, collaborate with stakeholders, manage vendors and deliver measurable service improvements that enhance workforce productivity and employee experience.

Qualifications

• Relevant qualifications in Information Technology or a related discipline.
• Proven experience leading Service Desk, Digital Workplace, End User Computing or ITSM teams.
• Strong understanding of ITSM frameworks, governance and customer-focused delivery.
• Experience driving service transformation and continuous improvement programs.
• Demonstrated success leading teams in medium to large organisations.
• Experience leveraging analytics and stakeholder feedback to improve outcomes.
• Experience implementing automation and AI-enabled service solutions.
• Strong engagement and influencing skills across all levels.

Responsibilities

• Lead the delivery and continuous improvement of Service Desk and End User Technology Services.
• Develop strategies to boost employee productivity, technology adoption and experience.
• Drive transition from reactive to proactive service management using analytics and automation.
• Establish service standards, governance and performance measures aligned to business outcomes.
• Champion customer-centric service delivery and improve employee satisfaction.
• Lead automation, self-service and AI-enabled support initiatives.
• Build relationships with stakeholders and act as escalation point for workplace tech services.
• Manage vendors and service providers to meet SLAs and value delivery.
• Provide reporting and insights to support decision-making and technology planning.
• Lead, coach and develop a high-performing team with accountability and collaboration.

Skills

IT leadership

Service Desk management

Digital Workplace

ITSM frameworks

Stakeholder engagement

Analytics

Automation

AI-enabled support

People leadership

Communication skills

Education

Information Technology degree

Job description

RSL LifeCare Limited is seeking an experienced Manager Digital Workplace Services to lead the Service Desk and End User Services. You will drive performance, modernise the digital workplace and enable a proactive, data-informed support model for a large care organisation.

Reporting to the CIO, you will build a high-performing team, collaborate with stakeholders, manage vendors and deliver measurable service improvements that enhance workforce productivity and employee experience.