Manager, Service Desk

**ABOUT THE ROLE**:

- Join Mercy Health's Technology Team during this exciting period of digital transformation and growth in our Health and Healthy Ageing services.
- With a strong focus on customer satisfaction and delighting customers, the Manager, Service Desk will implement processes to enhance customer experience, using metrics and dashboarding through ServiceNow to track performance and identify areas for improvement. The role requires a deep commitment to customer centricity, continuously seeking ways to improve service delivery while keeping the customer at the forefront.
- The role will provide leadership, developing a high-performing team, and drive change initiatives with a focus on customer needs and service improvement.

**ABOUT YOU**:

- We're seeking a dynamic, energetic individual with a minimum of 3 years of experience in IT service desk leadership. You should have a minimum ITIL and/or ISO/IEC 20000 certification: Foundation, along with proven experience in managing a high-performing service desk team, ideally in a healthcare or similar complex environment. Proficiency in ServiceNow is required, as well as demonstrated ability in metrics dashboarding and performance reporting.
- This is a 12-month fixed-term contract with a view to permanent.
- Key Requirements:

- Minimum 3 years of experience in IT service desk leadership.
- Minimum ITIL and/or ISO/IEC 20000 certification: Foundation.
- Proven experience in managing a high-performing service desk team, ideally in a complex environment.
- Experience in implementing service improvements and efficiencies.
- Proficiency in ServiceNow or similar IT service management platforms.
- Demonstrated ability in metrics dashboarding and performance reporting.
- Strong leadership skills with the ability to motivate and develop a team.
- Experience in workforce planning and rostering to optimise service delivery.
- Excellent communication and interpersonal skills.
- Experience in implementing processes to delight customers.

**ABOUT US**:

- Mercy Health is a Catholic organisation grounded in a 2,000-year tradition of caring for others. Founded by the Sisters of Mercy, Mercy Health is made up of more than 9,500 people who provide acute and subacute hospital care, aged care, mental health programs, maternity and specialist women's health services, early parenting services, home care services and health worker training and development.
- Mercy Health is proud to be recognised as an Employer of Choice for Gender Equality by the WGEA.

**WHAT WE OFFER**:

- Mercy Health recognises that people are searching for meaning in their work life and finding a workplace that connects with their values is a key motivation when choosing an employer. As a not-for-profit healthcare provider, Mercy Health has a strong mission and clear values that guide us in everything we do. We pride ourselves on:

- caring for our people and those important to them with generous employee assistance available for employees and their families
- protecting children and vulnerable people in all our services, by listening to them and having zero tolerance of any form of abuse and neglect
- taking a stand against climate change, which is one of the biggest threats to the health of the world and all humanity, and committing to action that will help make our world fairer and more sustainable
- offering benefits such as generous salary packaging, purchased leave, career progression and development opportunities, access to health and wellbeing programs and a range of discounts across a diverse portfolio of financial, healthcare, travel and other services.

**WHAT YOU WILL NEED**:

- Proof of vaccination status consistent with public health orders and with Mercy Health's policy (includes but is not limited to COVID-19 and seasonal influenza vaccination compliance requirement).
- If you have any questions or require any adjustments to ensure a fair and equitable interview and selection process please contact us on the details below.

**Contact Details**

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