Service Desk Team Leader

Talent; Adelaide; On-site; AUD 90,000 - 120,000; Full time

Job summary

Talent in Adelaide CBD is seeking an experienced ICT Service Desk Team Leader to head a busy team in a healthcare environment. The role focuses on service excellence, KPI delivery, and continuous improvement, with initial on-site training and later rotating day shifts.

The role offers leadership responsibilities, stakeholder collaboration, and development opportunities within a structured training program. Contract start 26 October 2026 and end 25 June 2027.

Qualifications

• Experience leading an ICT Service Desk team.
• Proven ability to coach and develop staff.
• Strong customer service and communication skills.
• Ability to manage KPIs and service standards.
• Experience with documentation and procedure development.

Responsibilities

• Lead and manage Service Desk Officers to meet KPIs.
• Provide guidance and support to ensure high service delivery.
• Identify and develop staff skills.
• Improve team performance and customer outcomes.
• Develop and implement Service Desk procedures.
• Document procedures to improve response times.
• Investigate and resolve issues through research and consultation.
• Deliver excellent customer service across technical inquiries.
• Collaborate with stakeholders and technical teams.
• Maintain accuracy and adherence to processes.
• Prioritize tasks to meet deadlines.
• Support continuous learning.

Skills

Leadership

Team coaching

Customer service

Problem solving

Communication

Documentation

Organisation

Work management

Job description

An exciting opportunity is available for an experienced ICT Service Desk Team Leader to join a busy technical service environment within the healthcare sector.

Based in Adelaide CBD, this role will be responsible for leading and supporting a team of Service Desk Officers, with a strong focus on team performance, capability development, customer service and continuous improvement.

This is a contract opportunity commencing 26 October 2026 and concluding 25 June 2027.

Key Responsibilities

• Managing Service Desk Officer performance against established KPIs and performance measures.
• Providing leadership, guidance and support to Service Desk Officers to ensure a high standard of service delivery.
• Identifying and supporting skills development opportunities for Service Desk team members.
• Fostering a collaborative and supportive team environment that encourages cooperation, knowledge sharing and continuous learning.
• Monitoring service delivery and identifying opportunities to improve team performance and customer outcomes.
• Contributing to the ongoing development and optimisation of quality improvement standards and measurement strategies.
• Supporting the development, review and implementation of Service Desk procedures and processes.
• Assisting with the documentation of procedures to improve response times, installations, training and problem-solving outcomes.
• Investigating and resolving service issues through effective research, analysis and consultation.
• Supporting the team to consistently deliver excellent customer service across a range of technical enquiries and support requirements.
• Maintaining a strong focus on accuracy, service quality and adherence to established processes.
• Prioritising competing tasks and ensuring deadlines and service requirements are consistently met.
• Working collaboratively with internal stakeholders and technical teams to support effective service delivery.

About You

Leadership & Teamwork

• Proven ability to lead and manage an ICT Service Desk team.
• Ability to work effectively as both a leader and member of a broader team.
• A leadership style that fosters cooperation, collaboration and positive working relationships.
• Demonstrated ability to support, coach and develop team members to improve their skills and performance.
• Ability to provide constructive guidance and feedback while maintaining a positive team environment.

Problem Solving & Continuous Improvement

• Demonstrated ability to solve problems through investigation, research and consultation.
• Strong analytical and troubleshooting skills.
• Ability to identify opportunities for process and service improvement.
• Experience contributing to quality improvement initiatives, standards or performance measurement.
• Ability to assess issues, determine appropriate solutions and communicate outcomes effectively.

Communication & Documentation

• Strong written and verbal communication skills.
• Demonstrated ability to document procedures clearly and accurately.
• Ability to develop and maintain documentation that supports effective responses, installations, training and problem solving.
• Ability to communicate technical information clearly to a range of audiences.
• Strong interpersonal skills and a customer-focused approach.

Organisation & Work Management

• Demonstrated ability to consistently meet deadlines.
• Ability to work effectively under pressure and manage competing priorities.
• Proven ability to plan and organise work with minimal supervision.
• Strong attention to detail and commitment to maintaining accuracy.
• Ability to determine priorities and respond appropriately to changing business and service requirements.

Essential Experience

• Demonstrated experience leading a team within an ICT Service Desk environment.
• Significant experience working effectively within a technical Service Desk environment.
• Demonstrated experience providing excellent customer service.
• Demonstrated experience using a range of computer systems and technology platforms.
• Experience managing or monitoring team performance against KPIs or service standards.
• Experience supporting the development and capability of Service Desk staff.
• Experience contributing to service improvement, process optimisation or quality improvement initiatives.

Training & Onboarding

A comprehensive 6-8 week training program will be provided to ensure you are equipped with the knowledge and system experience required to succeed in the role.

Initial training will be conducted on site during standard business hours Monday to Friday, from 8:30am to 4:30pm.

Training will cover a range of key healthcare systems and processes, including:

Weeks 1-2: General Health System Training

An introduction to the broader health system environment, processes and relevant operational requirements.

Weeks 3-4: User Administration

Training focused on user administration processes, systems and associated Service Desk responsibilities.

Weeks 5-6: EPAS Training

Training on EPAS (Electronic Patient Administration System) and the processes required to support users within the healthcare environment.

Additional training and onboarding activities may be undertaken throughout the broader training period as required.

Working Hours

During the initial training period, employees will work standard business hours:

Monday to Friday | 8:30am – 4:30pm

Following completion of training, the Service Desk operates across a broader day-shift coverage period of:

7:00am – 7:00pm

Employees will work rotating start and finish times, with three primary shift patterns:

• 7:00am – 5:00pm
• 8:00am – 6:00pm
• 9:00am – 7:00pm

Shift patterns will rotate on an ongoing basis. For example, an employee may work a 7:00am start for a period before rotating to an 8:00am start, then a 9:00am start, before returning to the 7:0am shift.

Each shift includes a total of one hour of unpaid breaks, consisting of:

• 30-minute meal break
• 2 × 15-minute breaks

Location

Adelaide CBD

The role will initially require on-site attendance for the duration of the training program, with the working arrangements following training determined in line with operational requirements.

Contract Details

Position: ICT Service Desk Team Leader

Location: Adelaide CBD

Contract Start: 26 October 2026

Contract End: 25 June 2027

Training: Approximately 6-8 weeks

Training Hours: Monday-Friday, 8:30am-4:30pm

Post-Training Hours: Rotating day shifts between 7:00am-7:00pm

Clearance Requirement

Applicants must hold a National Police Check completed within the last 12 months.

Candidates who do not currently have a National Police Check completed within this timeframe may be required to obtain an updated check prior to commencing, subject to the requirements of the position.

Why Consider This Opportunity?

This is an excellent opportunity for an experienced Service Desk professional to step into a leadership-focused position within a significant healthcare environment.

You Will Have The Opportunity To

• Lead and develop an established ICT Service Desk team.
• Support the professional growth and capability of Service Desk Officers.
• Drive team performance against KPIs and service standards.
• Contribute to meaningful service and process improvements.
• Apply your technical Service Desk experience in a healthcare setting.
• Gain exposure to specialised health systems, including EPAS.
• Complete structured training to build your understanding of the environment and systems.
• Work within a dynamic service environment where customer experience and quality outcomes are key priorities.

Apply Now

If you are an experienced ICT Service Desk Team Leader with a strong technical background, excellent customer service skills and a passion for developing people and improving service delivery, we would love to hear from you.

This is an opportunity to take your Service Desk leadership experience into a role where your ability to lead people, solve problems and continuously improve the way services are delivered can make a genuine difference.