Service Desk Team Lead

2 weeks ago


Perth, Western Australia St John WA Full time

4 days ago Be among the first 25 applicants

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Do you want to work for an iconic Western Australian organisation committed to changing lives and making a difference to your community? For more than 130 years, St John WA has been a cornerstone of support in Western Australia connecting with community through education, training and care. As a trusted not-for-profit, the organisation's unwavering mission is to serve humanity and build resilient communities which we do through a strong team spirit, camaraderie and the collaboration of all team members – paid and volunteers alike - working together to support wellbeing and health for every Western Australian. St John WA is powered by team members who have a strong sense of belonging and purpose and combined we are a leader in pre-hospital care and related products with revenue of about $500 million across 17 different services, and a team of 8500 including 3500 paid team members and 5000 volunteer team members. Last year, we connected with 1.2 million Western Australians including: 340,000 people through first aid training, education and engagement, 362,000 people who received care close to where they live and work, 410,000 received trusted transport and emergency care when they needed it most. A job to be proud of: As a Service Desk Team Lead at St John WA, you are responsible for overseeing the day-to-day operations of the Service Desk function, ensuring high-quality and efficient support is provided to all end users. This role involves leading a team of Analysts, coordinating workload, handling escalations, and driving continuous improvement in service delivery. The Lead ensures adherence to SLAs, promotes best practice, and fosters a collaborative and customer-focused culture within the team. This is a permanent, full-time position based at our Head Office in Belmont . What you'll do: Provide day to day supervision and leadership to team members to ensure day-to-day function activities are achieved. Provide guidance to team members to assist them in dealing/managing unfamiliar tasks. Ensure Service Desk KPI's are achieved to the required performance standard as determined by line manager. Serve as the primary escalation point for high-impact or unresolved issues. Conduct regular reviews of tickets, ensuring quality, accuracy, and completeness of documentation. Promote a strong customer service ethic within the team, including proactive follow-ups and user communication. Coordinate with other IT teams and vendors as needed to ensure issue resolution. Analyse support trends and provide recommendations to reduce recurring issues and improve first-contact resolution. Collaborate with Digital Service leadership on service improvement initiatives and technology rollouts. Provide ongoing training for team members to ensure they can perform their position. What you'll need: Proven experience in a service desk or IT support role, with a minimum of 2 years in a team leadership or supervisory capacity. Strong technical knowledge of computer hardware, desktop operating systems, and business applications. Experience with remote support tools and incident management platforms (e.g. ServiceNow, Jira, etc). Excellent leadership skills with a customer-centric mindset. Strong verbal and written communication and interpersonal skills with the ability to influence and build rapport. Ability to manage and lead a team in a fast-paced, high-volume support environment. What's in it for you? The successful candidate will be offered an interactive and supportive working environment within a positive and professional team along with: Access to salary packaging of up to $18,550 on a wide range of expenses, including mortgage or rent, meals and entertainment, holiday accommodation, and everyday living costs – helping you make the most of your take-home pay 17.5% leave loading Two additional days of annual leave per year $550 Health and Wellness reimbursement Free emergency ambulance cover Free first aid training Are you ready to change lives? To apply for this exciting opportunity please select "Apply Now". Alternatively, if you have any questions please contact Lena Lee at

  • Applications close on Thursday 19th June at 6pm. St John WA is committed to creating an inclusive environment which provides a sense of belonging and enables a welcoming, diverse, capable and connected workforce who represent the community we serve. Our goal is to ensure people feel safe to be themselves. We actively encourage applications from people of all ages, genders, nationalities, abilities, and cultural backgrounds, including Aboriginal and Torres Strait Islander peoples, members of the LGBTIQ community, and all other suitable applicants. Please note that St John will not accept recruitment agency applications for this position. St John reserves the right to select a shortlist from the applications received. The selection process employed will be at the discretion of St John
Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionInformation Technology
  • IndustriesHospitals and Health Care

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