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* Permanent, full-time opportunity; On-site role.
* The Opportunity to lead a high-impact 24/7 service
Serco is a place where you can grow
Join a team of 10,000+ professionals across Asia Pacific (APAC) and lead frontline ICT support within one of Australia's most complex healthcare environments at Fiona Stanley Hospital.
We offer lots of headroom for you to grow and flexible benefits to suit you at every stage of your life and career, including:
* A supportive, inclusive and values‐led culture
* Access to training, mentoring, and leadership programs
* Access to Employee Assistance Program (EAP) and wellbeing initiatives
* A role where your leadership directly supports essential public services
Make an impact at Serco
As the ICT Service Desk Manager, you'll ensure the Service Desk operates as a trusted first point of contact, providing timely, customer‐focused and clinically aware Level 1 support for critical hospital ICT services that underpin 24/7 hospital operations. You'll lead a service‐driven and resolution‐focused team that engages positively, respectfully and confidently with hospital staff, building deep understanding of clinical services beyond ICT and demonstrating genuine appreciation for the criticality of both the services provided and the time of those who rely on them.
You'll be accountable for Service Desk performance and service outcomes, embedding disciplined service management practices while ensuring strong alignment with ITIL frameworks, contractual KPIs and the operational demands of a live hospital environment.
As a Service Desk Manager, you'll make a positive impact by:
* Leading the 24/7 ICT Service Desk to deliver a trusted, high‐quality customer experience
* Coaching, mentoring and developing Service Desk analysts to provide positive, efficient and resolution‐focused support
* Strengthening relationships with clinical users, operational teams and ICT partners
* Managing incidents, escalation and communication pathways to ensure timely, effective resolution
* Supporting Major Incident response and participating in the on‐call roster
* Monitoring workload, queue health and priority incidents in real time to maintain service responsiveness
* Driving service excellence aligned to ITIL frameworks
* Delivering clear reporting across SLA performance, root cause trends and customer experience
* Contributing to incremental service improvements and quality assurance
* Ensuring the Service Desk is prepared for upgrades, releases and operational change
Serco is a place for you
We are looking for a leader who brings more than technical capability — someone who genuinely understands what it takes to run a high‐pressure, customer‐critical service.
You'll be a great fit if you:
* Have proven experience leading a 24/7 ICT Service Desk in a live environment
* Confidently lead within an ITIL‐aligned framework, balancing structure and pragmatism
* Successfully manage service performance, team engagement, and improvement together
* Naturally champion customer experience and advocate for users
* Make decisions with the customer impact front of mind
* Are a visible, energetic leader who builds trust and accountability
* Grow team capability, confidence, and retention through supportive leadership
* Communicate clearly with both technical and non‐technical stakeholders
* Provide concise, evidence‐based reporting that informs decision‐making
* Connect Service Desk performance to SLAs, KPIs, and organisational outcomes
* Proactively identify and drive meaningful service improvements
* Lead with empathy, clarity, and accountability — especially during incidents or change
Are you ready to do important work that really matters?
At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world's most urgent and complex challenges.
We serve governments across Australia and New Zealand across Health, Defence, Maritime, Justice, and Community Services.
We seek and celebrate diversity and encourage applications from all backgrounds and cultures. By joining Serco, you'll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.
Impact a better future at Serco.
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