IT Service Desk Manager

3 weeks ago

Melbourne, Australia Head Office St Kilda Rd Full time

**IT Service Desk Manager**

**Permanent Full Time Position**

**Friendly and supportive work culture**

Are you looking for a rewarding career that allows you to combine your professional skill and passion for delivering excellent customer service to people?

Our IT department at Healthscope's head office has a vacancy for an enthusiastic and motivated individuals to lead our Service Desk team. Reporting to the Head of IT Service Management, this role plays an important in ensuring we provide exceptional customer service to Healthscope employees.

**As an IT Service Desk Manager** **your responsibilities will include**:

- Collaborate with senior IT Leadership to align service desk initiatives with overall Technology Services strategy for Healthscope.
- Contribute to the post-incident review process, document learnings, assist in root cause analysis and perform process reviews and improvement actions as required.
- Serve as a main point of contact for escalated issues, ensuring timely and satisfactory response and resolution.
- Perform trend analysis to identify recurring issues and potential improvements.
- Actively participate in the knowledge audit by creating, reviewing, maintaining, and updating the knowledge base, including creating guides for end-user self-service frequently asked questions (FAQs).
- Lead, mentor, and coach team members, ensuring they provide high-quality technical support consistently.
- Manage the day/day activities and rosters of the team. Monitor Service Desk performance metrics, analyse trends and produce reports.

**About Us: We work together for better care.**

Healthscope is a leading private provider of integrated health services in Australia. We are focused on providing exceptional services to our customers across thirty-nine hospitals as well as market leading international pathology operations in New Zealand.

Our team of over 19,000 employees understand that healthcare is a special business, 24/7, 365 days a year our team provide quality care and positively contribute to the clinical outcomes of our patients.

**Selection Criteria**:

- ITIL Certified
- Prior experience working in an IT Service Desk leadership role, along with solid experience gained in a Service Desk.
- Proven ability to lead and develop teams, experience with performance management with individuals and providing constructive feedback through coaching.
- Experience in Microsoft technologies, Azure Active Directory, Active Directory on-premises, Windows operating systems, M365 admin, Intune and Exchange Online.
- Excellent organisational and time management skills, with the ability to prioritise tasks effectively.
- A customer centric mindset, strong attention to detail and accuracy in handling data and documents
- Exceptional communication skills
- A sound understanding of service management / ticketing tools.

**Desirable Criteria**:
Understanding Incident and Request Management within ITIL, along with operational understanding of ticketing and call management technology would be desirable, however your passion for IT and strong leadership capability and experience is essential.

**Why Healthscope?**

When you join Healthscope, you become part of our Community of Care. Our people are at the heart of our organisation - no matter the role, every day our people make a difference to the lives of our patients and their families. As the only national private hospital operator and healthcare provider in Australia, our 39 sites are supported by our central Support Office, enabling them to provide an exceptional experience for the communities we care for.
- Flexibility to work across one or multiple hospitals across our network.
- Discounted health insurance
- Continuous professional development, education & support provided to encourage growth

We pride ourselves on working with talented, passionate and caring people to ensure our patients receive the highest quality care and experience during their stay with us.
- Come and be the difference in our patient's lives._

**Applications close**: 4th March 2024

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