Service Desk Leadership Role

7 days ago

Sydney, New South Wales, Australia beBeeLeadership Full time $166,678 - $256,786

Job Title: Service Desk Leadership Role

Overview:

We are seeking an exceptional leader to spearhead our Service Desk team. As a key member of our Customer Services portfolio, you will play a critical role in delivering world-class care by shaping the future of ICT support services across all NSW Health entities.

About the Role:

The successful candidate will lead and inspire the Service Desk supporting functions, fostering a high-performing, customer-focused, and accountable culture. They will oversee performance, training, and career development for Service Desk Analysts, embedding continuous improvement and culturally aligned behaviours.

Main Responsibilities:

  • Lead and manage the Service Desk team to achieve operational excellence and deliver exceptional customer experience.
  • Develop and implement contemporary induction, training, scheduling, and forecasting programs to optimise service delivery.
  • Collaborate with managers to align analyst assignments with skills, manage risks, and ensure role fit.
  • Drive the creation of robust reporting, quality assurance, and knowledge management systems in partnership with stakeholders.
  • Build strong relationships with internal and external partners to influence, advise, and enhance organisational capability.
  • Contribute to strategic, planning, and budgeting processes to support effective policy, service, and financial outcomes.

Requirements:

  • Proven track record in delivering ICT Service Desk functions in large, complex environments, with strong knowledge of industry best practice and relevant qualifications or equivalent experience.
  • Demonstrated leadership in driving performance, developing team capability, and fostering a high-performance, customer-focused culture.
  • Exceptional interpersonal, negotiation, and stakeholder engagement skills, with experience influencing senior stakeholders to achieve optimal outcomes.

About eHealth NSW:

eHealth NSW is leading the digital transformation of Australia's largest health system. We design, build, and support world-class ICT solutions that improve patient care across the state. Our Cloud First Strategy harnesses digital technology to better patient care and deliver scalable, quality, patient-centred, digital healthcare.

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