Service Desk and Applications Manager

**Why join us?**

We have a long history of providing exceptional care that empowers older people to live a full life. When you join us, you will be provided with not-for-profit salary packaging benefits and the support of an experienced leadership team.

**Southern Cross Benefits**
- Salary Packaging ($15,900), plus meal and entertainment benefit package to the value of $2,650
- Heart HQ - our Southern Cross Care (NSW & ACT) People Platform, packed with exclusive retail discounts, and features designed to help you celebrate, connect and succeed
- Fitness Passport - Discounted workplace health and fitness program available to you and your family. Gain full access to nominated gyms, pools, health and leisure centres across NSW & ACT
- Discounted private health insurance
- Wellbeing initiatives such as Reward and Recognition Program, Employee Assistance Program
- Annual leave loading
- Ongoing Training and Development
- Linkedin Training - SCC's Senior Leaders and Support Office teams can access a digital library of over 6000 courses
- Genuine Career Progression Pathways - Buddy Program, New Grad Elevate Program, Study Support
- Referral Bonus Program

**The Role - Full time, 76 hours per fortnight - based at Epping Head Office.**

This role reports to the Head of Technology and Cybersecurity and works closely with the IT Infrastructure team, Digital Transformation Office (**DTO**), and external vendors and service providers. It also collaborates with operational leaders, clinical teams, and system users across care, finance, and workforce functions to ensure the right support is delivered in the right way at the right time. You’ll be a key connector between business needs and system solutions, bridging technical know-how with user-focused support.

**Key Responsibilities include**:
**Service Desk Management**
- Lead day-to-day IT Service Desk operations, ensuring end-user issues are resolved promptly and professionally
- Establish KPIs and SLAs, track performance, and implement continuous service improvement strategies
- Oversee escalation pathways, support coverage, scheduling, and onboarding for the Service Desk
- Optimise the ITSM platform to streamline workflows, capture data, and support insights-led decision making
- Maintain an accurate and accessible knowledge base to support both users and support staff.

**Business Application Management**
- Maintain documentation, change control logs, and configuration records
- Build strong vendor relationships and ensure service levels and system roadmaps are aligned
- Step in to support Application Managers during peak periods or absences

**Team Leadership and Governance**
- Provide leadership, mentoring, and performance development to direct reports across Service Desk and Application Support
- Ensure governance and compliance standards are embedded in day-to-day operations
- Collaborate with the Head of Technology and Cybersecurity to manage operational risk and uplift technical capability
- Work with the DTO to enable smooth transitions from project to BAU
- Contribute technical expertise to digital transformation initiatives as needed

**Education & Experience**
- Tertiary qualifications in IT, Business Systems, or related discipline
- Proven success in overseeing system upgrades, business continuity, and vendor performance
- Familiarity with enterprise systems across workforce, care, or finance domains
- Experience in establishing ITSM platforms and using data to drive support improvements
- Experience working in aged care, community health, or similar fast-paced, high-volume environments _(desirable)_
- Experience with ITIL-aligned practices (incident, problem, change, release management)_ (desirable)_
- Experience supporting the transition of digital transformation initiatives from project delivery into ongoing operational support _(desirable)_

**Skills & Competencies**
- Strategic and hands-on leadership in driving a performance-based culture, service delivery and system management
- Strong problem-solving skills, with a focus on continuous improvement and root cause resolution
- Effective stakeholder communication across technical, operational, and executive audiences
- Ability to balance multiple systems, teams, and priorities without losing sight of quality

**About Southern Cross Care (NSW & ACT)**
- We are a not-for-profit organisation with a mission to empower older people to ‘live life to the full’. For the last 50 years our name has been trusted by the community to provide care and support for thousands of people in over 40 locations across NSW and the ACT._
- We have a passion for providing the best care with clinical excellence. We offer person-centred care services to meet individual needs and preferences in residential aged care as well as in-home care. At SCC, people are at the heart of everything we do. We support our employees to excel_
- Join us at SCC NSW & ACT, where your work is not just a job, but a journey filled with opportunit