Assistant Manager, Service Desk Operations

**Job no**: 916570
**Work type**: Full time
**Location**: Adelaide CBD
**Categories**: Administration, Business and Management, Information/Communication Technology, Customer service, Call centre
- **Department for Health and Wellbeing - Digital Health SA - Technology and Infrastructure**:

- **Salary: $98,478 to $104,165 - ASO6 - Full Time / Ongoing**

Overview:
If you’re looking for a rewarding role where you can make a meaningful impact on healthcare outcomes in South Australia, this is an excellent opportunity to contribute to an organisation that values innovative solutions and efficient processes.

If you’re passionate about leading an ICT Service Desk that’s the first line of support for technology issues, resolving problems, answering enquiries and ensuring smooth operations across SA Health, this is the role for you.

**About Us**

At Digital Health SA, we are responsible for providing and supporting ICT systems and strategies across the SA Health network. Our mission is to deliver world-class health outcomes through digitally enabled care for all South Australians.

We foster a welcoming and inclusive workplace culture, committed to achieving our vision and purpose. At Digital Health, we value collaboration, celebrate successes, and continuously learn together. We believe our people are our most valuable asset, which is why we prioritise the development of skills, knowledge and capabilities across our team.

**About the role**

This dynamic role offers the opportunity to shape and optimise Service Desk operations by coordinating the development, delivery, and review of key programs and services. You will be at the forefront of monitoring and analysing Service Desk performance, ensuring efficient management of volumes, responses and service impacts. Additionally, you’ll play a crucial part in workforce planning, ensuring the 24/7 Service Desk is efficiently staffed to meet varying demands. You'll also oversee user administration functions, driving the creation of seamless systems for account management and ensuring compliance with Department and Government policies.

Key responsibilities include:

- Lead the development, delivery and review of programs and services that monitor and improve Service Desk operations and activities.
- Oversee Service Desk workforce planning, including staffing, forecasting, and gap analysis to ensure alignment with operational demand and effective resource management.
- Manage and evaluate user administration functions, ensuring compliance with Department and Government policies while developing streamlined systems for account management.
- Develop and implement projects that enhance Service Desk productivity, including project planning, risk management and performance tracking.
- Lead and motivate a high-performing team, ensuring excellent service delivery, continuous improvement and the achievement of KPIs, while fostering strong relationships with internal and external stakeholders.

**About You**
- Strong interpersonal, written and verbal communication skills for building relationships and presenting complex ideas to both technical and non-technical audiences.
- Skills in analysing and solving complex problems, identifying trends and recommending improvements to service delivery.
- Extensive experience in developing, delivering, and reviewing 24/7 ICT Service Desk operations and activities.
- Proven track record in managing, coaching, and motivating a Service Desk team, including workforce planning.
- Experienced in analysis, forecasting and planning to monitor Service Desk performance and assess gaps to optimise operations.
- Strong understanding of ICT service desk management, ticketing systems and related monitoring tools in large and complex organisations.
- Proficiency in ITIL principles, particularly in problem and incident management.

**What We Offer**
- Ongoing Employment
- Flexible working options
- Salary packaging opportunities
- Discounted gym memberships
- Career development and training opportunities
- Employee Assistance Program (EAP) for you and your family
- Be Well Program

The South Australian public sector promotes diversity and flexible ways of working part-time. Applicants are encouraged to discuss the flexible working arrangements for this role.

Aboriginal and Torres Strait Islander applicants are encouraged to apply. **Job ref: 916570**

**Criminal History Screening Requirement**
- A ‘National Police Certificate’ NPC (also known as a ‘Nationally Coordinated Criminal History Check’ NCCHC) for employment involving no contact with vulnerable groups is required for this position (general employment)

**Immunisation Risk for this position is Category C (mínimal patient contact)**

SA Health Services are required to implement the Addressing vaccine preventable disease: Occupational assessment, screening and vaccination policy in the workplace.

**Special Conditions**
- The Digital Health SA Service Desk operates a 24x7, 365 days a year function.