IT Communications Support Team Lead

2 weeks ago

Clayton South, Victoria, Australia Monash Health Full time

About Monash Health

Monash Health is a leading healthcare provider in Victoria, with a strong commitment to delivering high-quality patient care. Our team of dedicated professionals works together to provide a wide range of services, from emergency care to specialist medical services.

About the Role

We are seeking an experienced IT Communications Support Team Lead to join our team. As a key member of our IT department, you will be responsible for the operational leadership of telecommunications, hardware and software support across Monash Health. This will involve providing technical support to staff, managing IT systems and infrastructure, and ensuring the delivery of end-point infrastructure and applications.

Key Responsibilities

  • Schedule, conduct and document weekly team meetings to ensure effective communication and collaboration.
  • Attend IT leadership meetings on behalf of the IT Communications Support team to represent their interests and provide updates.
  • Report any issues that may impact the team, department or business to IT leadership in a timely and effective manner.
  • Provide superior customer service skills to ensure that staff receive prompt and effective technical support.
  • Manage call volumes, logging, tracking and closing jobs in a timely and efficient manner.
  • Maintain relevant IT communication databases to ensure accurate and up-to-date information.
  • Bill and recover costs related to IT communications in a timely and accurate manner.
  • Manage attendance, overtime and time-card approval and lodgement to ensure compliance with Monash Health policies.
  • Roster and approve leave requests as required, ensuring adequate coverage for all business functions.
  • Respond to escalations and prioritize them for speedy resolution.
  • Program mobiles and pagers with the Monash Health standard configuration to ensure consistency and efficiency.
  • Organize new services and service requirements to equipment under and out of warranty to ensure minimal disruption to services.
  • Manage IT communication stock levels to ensure adequate supplies and minimize waste.
  • Produce monthly reports and spreadsheets on team/service statistics to inform business decisions.
  • Maintain and adhere to operational procedures and complete appropriate support documentation when procedures change.
  • Organize cost estimates to customers for installation of equipment to ensure transparency and accuracy.
  • Develop and maintain strong relationships with internal and external customers to ensure effective communication and collaboration.
  • Provide internal skills training and cross-training across the team to ensure knowledge sharing and skill development.
  • Encourage and ensure compliance with company-based training via Latte to ensure staff are up-to-date with the latest skills and knowledge.
  • Participate in the IT on-call roster as required to ensure 24/7 support.
  • Observe safe working practices and protect your own and others' health and safety to ensure a safe working environment.
  • Complete all necessary personal training and professional development requirements to ensure ongoing skill development and knowledge sharing.

About You

We are looking for an experienced IT professional with a strong background in telecommunications, hardware and software support. You will have excellent analytical and problem-solving skills, with the ability to work effectively in a team environment. You will also have excellent communication and customer service skills, with the ability to work with staff at all levels.

Qualifications/registrations/licences

  • Tertiary and/or industry qualifications in information technology.
  • Industry certifications relating to service delivery methodologies, such as ITIL.

Technical skills/knowledge/experience

  • Strong analytical trouble-shooting skills.
  • Ability to resolve system faults relating to Level 1 technologies.
  • Excellent verbal and written communication and documentation skills.
  • Excellent customer service skills.
  • Exposure to device configuration/provisioning, including mobile and/or paging devices.
  • Knowledge of ITIL standards.
  • Ability to foster working relationships and contribute to positive team culture.
  • Ability to work within deadlines.
  • Ability to work unsupervised.
  • Excellent time and personnel management skills.
  • Exposure to service, stock and/or financial reporting.

What We Offer

  • Salary packaging.
  • On-site fitness centre.
  • Hybrid working environment.
  • On-site subsidised car parking.
  • Monthly ADOs (available for full-time employees).
  • Free lifestyle management seminars (superannuation, retirement, etc.).
  • Access to salary packaging, private health insurance and industry banking at competitive rates.

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