Service Desk Team Leader

Arcare Aged Care; Cambridgeshire and Peterborough; On-site; GBP 40,000 - 56,000; Full time

Job summary

Arcare Aged Care is seeking an IT Service Desk Team Leader to guide daily operations, manage high-volume tickets, and ensure timely allocation, escalation, and resolution of requests. The role focuses on service performance and continual improvements across the Service Desk.

You will lead the team, coordinate equipment orders, and develop efficient processes while maintaining strong communication with non-technical stakeholders and ensuring smooth site rollouts.

Qualifications

• Proven experience in an IT Service Desk Team Leader or equivalent position.
• Coordinate 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
• Well-developed interpersonal and excellent spoken and written communications skills
• The ability to work independently with minimum supervision
• Sound organisation and computer skills

Responsibilities

• Lead day-to-day IT Service Desk operations and manage weekly ticket volumes.
• Assign tickets and follow up with IT team members
• Produce reports and drive continuous improvement.
• Facilitate orders and setup for new Arcare site commissioning.
• Develop and support efficient Service Desk processes.

Skills

Ticket management

Coaching teammates

Stakeholder communication

Process improvement

Reporting

Site rollout coordination

Organizational skills

Interpersonal skills

Job description

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

Service Desk Team Leader • Head Office – Arcare – Hampton East, VIC