In a corporate office, a system outage means someone can't access an Excel sheet. In healthcare, a system outage means a Doctor can't access patient records, a Nurse can't log critical data, or a Surgeon experiences a delay in the theater. We are partnering exclusively with one of Melbourne's most respected non-profit healthcare providers to find a Service Desk Manager who understands that behind every IT ticket is a person providing vital care. This isn't a role where you'll be buried in tech configurations or fixing servers. This is a leadership and people management position. Your mission is to support, mentor, and empower a team of 5-7 support analysts so they can give our frontline clinical staff the seamless, empathetic tech support they deserve. Responsibilities: Act as a true mentor. You'll coach your team, build their technical confidence, and foster a supportive culture where everyone takes ownership and genuinely cares about the end user. You'll look beyond the daily chaos of the ticket queue. By analysing data and spotting trends, you will fix root causes, build out a strong knowledge base, and introduce smart tools to stop tech issues before they impact clinical staff. When critical systems go down, you are the calm voice in the storm. You'll coordinate cross functional teams to get things back online quickly, keeping hospital executives and clinical teams clearly and calmly updated. (This includes participating in a 24x7 on call rotating roster). You will be the face of IT support across the business building trust with everyone from senior Doctors and Surgeons to hospital site coordinators and executives. About You You have a solid 3-4 years of experience running a fast paced IT Service Desk or Helpdesk, and you genuinely love developing people. You know how ITIL frameworks work in practice (not just on paper), and you have a track record of handling major incident responses calmly and structured under pressure. You thrive in 24x7, high stakes environments. If you've previously supported healthcare, hospitals, or critical infrastructure environments, that's a massive plus. You can talk to a technical engineer and a busy Doctor in the same breath, translating tech talk into plain English with ease. Because our client is a registered non-profit organization, the government allows you to restructure your salary to take home significantly more cash every month compared to a standard corporate job: You can pay up to $15,900 of your mortgage, rent, or bills entirely pre-tax every year. You get an extra $2,600 pre tax just for restaurant meals and accommodation. If you are keen to support an organisation that makes a real difference in people's lives every day, we'd love to hear from you. Click Apply to send through your resume, or reach out to Nataly Pinzon at nataly.pinzon(at)aurec.com for a completely confidential chat.