National Service Desk Manager

Better and fairer care. Always.

St Vincent's has been a leader in Australia's health and aged care landscape for more than 165 years. Since our founders, the Sisters of Charity, opened our first hospital in 1857, our services and nearly 30,000 people have been behind some of Australia's most important medical breakthroughs. We are a microcosm of Australia's health and aged care system and are uniquely positioned to lead and respond to our rapidly changing environment.

We are looking for a special kind of person - a St Vincent's kind of person. Someone who puts excellence, compassion, connection, and caring for others at the heart of everything they do.

About the role
We are seeking an experienced and hands-on National Service Desk Manager to lead the delivery of high-performing, customer-focused IT support across our national network.

Reporting directly to the Chief Technology Officer, you will lead a large, geographically distributed Service Desk team supporting over 30,000 users.

This is a visible, operational, and strategic leadership position, where your ability to lead people, drive frontline performance, and embed continuous improvement will directly impact critical services across hospitals, aged care facilities, and research operations nationwide.

The role is based in one of our group offices in Brisbane, Melbourne, or Sydney with hybrid work flexibility and occasional interstate travel.

What you'll be doing

• Provide strategic and operational leadership of the national Service Desk function, supporting 30,000+ users across hospitals, aged care, research, and group facilities.
• Lead a large, distributed team of Service Desk Team Leads and Analysts, fostering a culture of accountability, service quality, excellence, and continuous improvement.
• Participate in the Incident Manager rotational on-call roster to lead critical incidents, ensuring timely executive communications, stakeholder alignment, and effective resolution.
• Drive operational planning, resource allocation, and service delivery performance, ensuring coverage and capability across a 24/7 healthcare environment.
• Own and optimize our ITSM platform's functionality and modules, aligning them with ITIL practices to deliver reliable, scalable service across the entire D&T function.
• Partner with D&T leaders and project teams to ensure smooth transition of new services into operations and service desk readiness.
• Champion service improvement initiatives using service data, customer feedback, and performance trends to inform executive reporting and investment decisions.
• Represent the Service Desk in leadership forums, cross-functional planning, and performance reviews with relevant service reporting (SLA/KPI metrics).
• Lead all aspects of people management for the national Service Desk team, including recruitment, onboarding, workforce planning, rostering, performance management, and fostering succession planning.
• Drive continual service improvement using insights from ITSM systems, customer satisfaction scores, and service analytics.

What works for us

• Proven experience in a service desk or IT support role, with at least 3+ years in a senior leadership position in a complex, geographically dispersed environment.
• Demonstrated experience implementing ITIL frameworks and service management best practices.
• Experience driving service desk transformation, aligning KPIs, SLAs, and service delivery models with business needs.
• Experience with administration of ITSM and contact centre platforms, including AI, automation, workflows, reporting, and analytics.
• Solid technical background in:
  • Windows desktop and server environments (AD, GPOs)
  • M365 (Exchange, SharePoint, Intune)
  • Networking fundamentals (DHCP, DNS, VPN, firewalls)
• Demonstrated ability to coach, lead, and develop high-performing technical teams.
• Tertiary qualifications in IT and relevant certifications (ITIL, Microsoft, CompTIA).

What works for you

• Ability to visibly see your impact on the business and its service.
• Competitive salary packaging options.
• Discounted private health insurance.
• Employee Assistance Program for staff and their families.
• Access to the Fitness Passport (FP).

At St Vincent's, we value inclusivity and diversity and are committed to creating a welcoming, safe, fair, and impartial work environment that invites people from all backgrounds to join us.

Pre-Employment Checks

Your employment is conditional upon completing all required pre-employment checks, including relevant immunisations.

Equal Opportunity

We celebrate diversity & inclusion and are committed to equal employment opportunity for everyone.

How To Apply

Please submit your application via the Apply button, including your resume and a brief cover letter outlining your experience and suitability.

Respectfully, no recruitment agencies.