Service Desk Team Leader

Arcare; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Exclusive employee discounts

Beautiful working environment

Job summary

Arcare in Melbourne seeks an IT Service Desk Team Leader to direct daily IT service desk operations, ensuring timely handling, escalation, and resolution of high-ticket requests. You will drive performance reporting and continuous improvement while maintaining efficient service desk processes.

The role requires experience leading a busy service desk, coordinating equipment orders, and mentoring staff, with strong communication to non-technical stakeholders.

Qualifications

• Proven experience in an IT Service Desk Team Leader or equivalent position.
• Coordinate a high-volume support queue, prioritise requests, coach colleagues, and communicate with non-technical stakeholders.
• Experience using service reports to improve processes.
• Experience coordinating equipment orders, setup or site rollouts.
• Strong interpersonal and written/spoken communication skills; able to work independently.

Responsibilities

• Day-to-day leadership of IT Service Desk & the high volume of tickets received by IT per week.
• Ticket assignments & follow up with IT team members
• Reporting and continuous improvement.
• Facilitating orders & setup relating to new Arcare site commissioning activities.
• Developing & supporting efficient Service Desk team processes.

Skills

IT Service Desk Leadership

Queue Coordination

Coaching Team

Stakeholder Communications

Process Improvement

Site Rollouts

Interpersonal Skills

Independent Work

Organization & Computers

Job description

• Full time, Monday - Friday, 12 month contract
• Exclusive employee discounts (Apple, Samsung, Travel, Health Insurance, Gyms & more)
• State-of-the-art facilities and beautiful working environment.

About Arcare

As one of Australia's leading aged care providers, we have over 60 residences in QLD, NSW, and VIC, with more on the way! Our core focus is the relationship between residents, colleagues, and family members, with our residents and team at the heart of what we do.

Backed by a dedicated team of over 10,000 employees, we strive to uphold our core values of Relationships, Uniqueness, Partnerships, and Flexibility, earning us a reputation that speaks for itself.

About the Role

The IT Service Desk Team Leader is responsible for leading the daily operations of Arcare's IT Service Desk, ensuring the effective management of high-ticket volumes and the timely allocation, escalation and resolution of support requests. The role oversees service performance reporting, drives continuous improvement initiatives, and develops and maintains efficient Service Desk processes and standards

Your primary functions will be

• Day-to-day leadership of IT Service Desk & the high volume of tickets received by IT per week.
• Ticket assignments & follow up with IT team members
• Reporting and continuous improvement.
• Facilitating orders & setup relating to new Arcare site commissioning activities.
• Developing & supporting efficient Service Desk team processes.

Skills and Experience

• Proven experience in an IT Service Desk Team Leader or equivalent position
• Demonstrated ability to coordinate a high-volume support queue, prioritise competing requests, coach colleagues and communicate with non-technical stakeholders
• Experience using service reports to improve processes
• Experience coordinating equipment orders, setup or site rollouts.
• Well-developed interpersonal and excellent spoken and written communications skills
• The ability to work independently with minimum supervision
• Sound organisation and computer skills