Helpdesk Manager

5 months ago


Melbourne, Australia Compass Group Full time
New Footscray Hospital 2025 24/7 Help Desk. Lead, manage and coach a team of about 10 in this new role. Exposure to similar role in facilities management or hospitals

Today and tomorrow at Compass Group, we serve a better future by enriching people, communities, and our planet. We do this because we believe that everyone should be seen and nourished as a whole person. We focus on the individual, their needs and more broadly on positive impacts in the community.

THE POSITION

Responsible for the delivery of site-wide help desk operations and system support. Ensure all service delivery outcomes are met and help desk operations are carried out in a responsive and efficient manner. Manage the day-to-day function of the central help desk, 24/7 service. Manage the triaging of service issues across the hospital. Work closely with IT and be competent to manage technical systems and hardware required to deliver the help desk, telephony, and work order management programs (QFM, Cisco, CGA systems). Attention to detail and eagerness to ensure a compliant execution including following up on delays, EOT’s and responses. Point of contact/escalation for service delivery issues. Promote strong customer service focus and ethos for self and team. Manage and lead a team of roughly 6-10. Analysis of work order data, call data and associated data collection for KPI reporting. Maintain records and recording within QFM for performance, review and reporting purposes. Generate routine reports containing the required Facilities Management Help Desk data and records.

During this Mobilisation phase you will also support with the below:

Assist with the development of documentation, processes, and procedures. Work with partners in validating data and assumptions in building QFM. Present service delivery models and attend meetings relevant to services. Recruit and develop service delivery teams. Work with the compliance manager in building KPI tools and audits. Understand associated technology requirements for the project and work closely with IT to deliver.

THE PERSON

Systems management understanding. Strong understanding of hospital and helpdesk operations and computerised help desk systems. High level people and process management skills including the ability to manage a team. Relevant industry experience, with experience working in a healthcare setting/environment highly desirable. Sound computer skills. Excellent communication skills with a flexible approach and attitude. Must be customer service excellence orientated at all times. Ability to drive, lead, motivate & inspire a team across a 24/7 roster.

THE BENEFITS

Multitude of salary packaging options available. Opportunities for professional development and growth. 12 weeks paid parental leave for primary carers. Opportunity for growth and development.

Apply now or contact or call 1300TALENT for a confidential discussion.


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