Technical Helpdesk Manager

2 days ago

Melbourne, Victoria, Australia Family Doctor Full time $90,000 - $120,000 per year

About the role:

The Technical Helpdesk Manager will lead and evolve the organisation's service desk and infrastructure support function, ensuring the delivery of high-quality technical support aligned with ITIL best practices.

This hands-on leadership role combines strategic oversight with deep technical expertise in Microsoft technologies and modern service operations.

This position will serve as the senior escalation point for complex issues, drive continuous improvement and mentor a high-performing support team to meet business objectives and service excellence standards.

About Family Doctor:

Family Doctor is GP Owned and Operated network of practices operating in most states and territories across Australia. Our Support Office is located in Hawthorn East. This role has been established as part of the transition of IT support back in-house and the desire to continue to provide high quality support to our network of practices. 

Key Responsibilities:

  • Provide leadership, mentoring and escalation support to the service desk team.
  • Act as the most senior technical escalation point for complex infrastructure and support issues.
  • Manage the day-to-day operations of the service desk, ensuring high-quality support and adherence to SLAs.
  • Champion and enforce ITIL best practices across incident problem and change management.
  • Lead the selection, setup and optimisation of helpdesk/ticketing systems, ensuring they scale with business growth.
  • Oversee BAU operations including server, network and cloud administration, ensuring system reliability, availability and performance.
  • Deliver and manage IT projects including migrations, system upgrades and new technology rollouts.
  • Drive continuous improvement initiatives across processes, tools and team performance.
  • Partner with the CTO and senior stakeholders to align IT support services with business objectives.
  • Maintain and enforce documentation standards, knowledge base and training programs.
  • Contribute to IT strategy through insights gained from operational data and customer feedback.

Qualifications and Experience Required:

  • Minimum 7+ years' IT infrastructure and support experience with at least 3 years in a senior leadership or management role.
  • Hands-on expertise in Microsoft Server stack and cloud platforms.
  • Strong knowledge of networking fundamentals (LAN, WAN, TCP/IP).
  • Demonstrated experience in IT project delivery.
  • Proven track record of managing technical escalations and complex incidents.
  • Familiarity with monitoring, RMM and MDM solutions.
  • Valid Australian driver's licence and ability to travel to sites as required.
  • Full working rights in Australia.

Preferred:

  • Formal qualifications in IT, Computer Science or related field.
  • Industry certifications (ITIL, Microsoft, Azure, CCNA, MCSA, PMP, etc.) highly desirable.
  • Prior experience in healthcare IT environments advantageous but not required.

If you wish to apply to this fantastic opportunity, please submit your resume and a cover letter outlining your suitability for the role today

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