Join to apply for the National Service Desk Manager role at St Vincent's Health Australia3 days ago Be among the first 25 applicantsJoin to apply for the National Service Desk Manager role at St Vincent's Health AustraliaGet AI-powered advice on this job and more exclusive features.Direct message the job poster from St Vincent's Health AustraliaSenior recruiter and talent acquistion leader. Passionate about people and committed to improving the candidate experience.Job Description:Better and fairer care. Always.St Vincent's has been a leader in Australia's health and aged care landscape for more than 165 years. Since our founders, the Sisters of Charity, opened our first hospital in 1857, our services and nearly 30,000 people have been behind some of Australia's most important medical breakthroughs. We are a microcosm of Australia’s health and aged care system and are uniquely positioned to lead and respond to our rapidly changing environment.We are looking for a special kind of person - a St Vincent’s kind of person. Someone who puts excellence, compassion, connection and caring for other people at the heart of everything they do.About The RoleWe are seeking an experienced and hands-on National Service Desk Manager to lead the delivery of high-performing, customer-focused IT support across our national network.Reporting directly to the Chief Technology Officer, you will lead a large, geographically distributed Service Desk team supporting over 30,000 users.This is not a back-office role. It’s a visible, operational and strategic leadership position, where your ability to lead people, drive frontline performance and embed continuous improvement will directly impact critical services across hospitals, aged care facilities and research operations across the country.The role is based in one of our group offices in Brisbane, Melbourne or Sydney with hybrid work flexibility and occasional interstate travel.What You’ll Be DoingProvide strategic and operational leadership of the national Service Desk function, supporting 30,000+ users across hospitals, aged care, research and group facilitiesLead a large, distributed team of Service Desk Team Leads and Analysts, fostering a culture of accountability, service quality and excellence, and continuous improvementAs a senior leader within the D&T team, you will participate in the Incident Manager rotational on-call roster to lead critical incidents ensuring timely executive communications, stakeholder alignment, and effective resolutionDrive operational planning, resource allocation, and service delivery performance, ensuring coverage and capability across a 24/7 healthcare environmentOwn and optimise our ITSM platform's functionality and modules, aligning them with ITIL practices to deliver reliable, scalable service across the entire D&T function.Partner with D&T leaders and project teams to ensure smooth transition of new services into operations, and ensure service desk readinessChampion service improvement initiatives using service data, customer feedback, and performance trends to inform executive reporting and investment decisionsRepresent the Service Desk function in leadership forums, cross-functional planning, and divisional performance reviews with relevant service reporting (SLA/KPI metrics)Lead all aspects of people management for the national Service Desk team, including recruitment, onboarding, workforce planning, rostering, performance management and fostering succession planningDrive continual service improvement using insights from ITSM systems, customer satisfaction scores, and service analyticsThings that work for usProven experience in a service desk or IT support role, with at least 3+ years’ experience in a senior leadership position in a complex geographically dispersed environmentDemonstrated experience in implementing ITIL frameworks and service management best practicesDrive service desk transformation, aligning KPIs, SLAs and service delivery models with business needs.Experience with the administration of ITSM and contact centre platforms, that include AI, automation, workflows, reporting and analyticsSolid technical background in:Windows desktop and server environments (AD, GPOs)M365 (Exchange, SharePoint, Intune)Networking fundamentals (DHCP, DNS, VPN, firewalls)Demonstrated ability to coach, lead and develop, high-performing technical teamsTertiary qualifications in IT and relevant certifications (ITIL, Microsoft, CompTIA)Things that work for youAbility to visibly see your impact on the business and its serviceCompetitive salary packaging optionsDiscounted private health insuranceEmployee Assistance Program for staff and their familiesAccess to the Fitness Passport (FP)At St Vincent’s we value inclusivity and diversity and acknowledge the importance of creating a work environment that is welcoming, safe, fair and impartial and invites people from all backgrounds to join us.Pre-Employment ChecksYour employment is conditional upon the completion of all required pre-employment checks, including relevant immunisations.Equal OpportunityWe celebrate diversity & inclusion and are committed to equal employment opportunity for everyone.How To ApplyPlease submit your application via the Apply button, include your resume and a brief cover letter outlining your experience and suitability.Respectfully, no recruitment agencies.Closing Date:20 June 2025 11:59pmReconciliation Action Plan:At St Vincent's we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees. As part of our Commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples.For further information, visit https://www.svha.org.au/about-us/reconciliation or get in contact at indigenouscareers@svha.org.auView Reconciliation Action PlanCode of Conduct:View Code of ConductSeniority levelSeniority levelDirectorEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesHospitals and Health CareReferrals increase your chances of interviewing at St Vincent's Health Australia by 2xGet notified about new Service Desk Manager jobs in Greater Brisbane Area.Brisbane, Queensland, Australia 1 week agoBrisbane City, Queensland, Australia A$90.00-A$93.59 1 week agoWoolloongabba, Queensland, Australia 1 week agoService Delivery Manager - Cyber SecurityBrisbane, Queensland, Australia 2 weeks agoAssistant Venue Manager | Cleveland Sands HotelBrisbane, Queensland, Australia 2 weeks agoDutton Park, Queensland, Australia 1 week agoSenior Delivery Consultant: Senior Engagement Manager, AWS Professional Services - National Security & DefenceBrisbane, Queensland, Australia 1 week agoBrisbane, Queensland, Australia 2 weeks agoWe’re unlocking community knowledge in a new way. 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