Why join us?

We have a long history of providing exceptional care that empowers older people to live a full life. When you join us, you will be provided with not-for-profit salary packaging benefits and the support of an experienced leadership team.

Southern Cross Benefits!

Salary Packaging ($15,900), plus meal and entertainment benefit package to the value of $2,650

Heart HQ - our Southern Cross Care (NSW & ACT) People Platform, packed with exclusive retail discounts, and features designed to help you celebrate, connect and succeed

Fitness Passport - Discounted workplace health and fitness program available to you and your family. Gain full access to nominated gyms, pools, health and leisure centres across NSW & ACT

Discounted private health insurance

Wellbeing initiatives such as Reward and Recognition Program, Employee Assistance Program

Annual leave loading

Ongoing Training and Development

Linkedin Training - SCC's Senior Leaders and Support Office teams can access a digital library of over 6000 courses

Genuine Career Progression Pathways – Buddy Program, New Grad Elevate Program, Study Support

Referral Bonus Program

The Role - Full time, 76 hours per fortnight - based at Epping Head Office.

This role reports to the Head of Technology and Cybersecurity and works closely with the IT Infrastructure team, Digital Transformation Office (DTO), and external vendors and service providers. It also collaborates with operational leaders, clinical teams, and system users across care, finance, and workforce functions to ensure the right support is delivered in the right way at the right time. You’ll be a key connector between business needs and system solutions, bridging technical know-how with user-focused support.

Key Responsibilities include:

Service Desk Management

Lead day-to-day IT Service Desk operations, ensuring end-user issues are resolved promptly and professionally

Establish KPIs and SLAs, track performance, and implement continuous service improvement strategies

Oversee escalation pathways, support coverage, scheduling, and onboarding for the Service Desk

Optimise the ITSM platform to streamline workflows, capture data, and support insights-led decision making

Maintain an accurate and accessible knowledge base to support both users and support staff.

Business Application Management

Lead application support across key business systems (Care, Workforce, and Finance), ensuring stability and responsiveness

Collaborate with internal teams to understand application needs and adapt support accordingly

Maintain documentation, change control logs, and configuration records

Build strong vendor relationships and ensure service levels and system roadmaps are aligned.

Step in to support Application Managers during peak periods or absences

Team Leadership and Governance

Provide leadership, mentoring, and performance development to direct reports across Service Desk and Application Support

Ensure governance and compliance standards are embedded in day-to-day operations

Collaborate with the Head of Technology and Cybersecurity to manage operational risk and uplift technical capability.

Work with the DTO to enable smooth transitions from project to BAU

Contribute technical expertise to digital transformation initiatives as needed

Education & Experience

Tertiary qualifications in IT, Business Systems, or related discipline

5+ years’ experience managing IT Service Desk and application support teams

Proven success in overseeing system upgrades, business continuity, and vendor performance

Familiarity with enterprise systems across workforce, care, or finance domains

Experience in establishing ITSM platforms and using data to drive support improvements

Experience working in aged care, community health, or similar fast-paced, high-volume environments (desirable)

Experience with ITIL-aligned practices (incident, problem, change, release management) (desirable)

Experience supporting the transition of digital transformation initiatives from project delivery into ongoing operational support (desirable)

Skills & Competencies

Strategic and hands-on leadership in driving a performance-based culture, service delivery and system management

Strong problem-solving skills, with a focus on continuous improvement and root cause resolution

Effective stakeholder communication across technical, operational, and executive audiences

Ability to balance multiple systems, teams, and priorities without losing sight of quality

About Southern Cross Care (NSW & ACT)

We are a not-for-profit organisation with a mission to empower older people to ‘live life to the full’. For the last 50 years our name has been trusted by the community to provide care and support for thousands of people in over 40 locations across NSW and the ACT.

We have a passion for providing the best care with clinical excellence. We offer person-centred care services to meet individual needs and preferences in residential aged care as well as in-home care. At SCC, people are at the heart of everything we do. We support our employees to excel!

Join us at SCC NSW & ACT, where your work is not just a job, but a journey filled with opportunities to make a tangible difference in the lives of those we support. Our commitment to diversity and inclusion is unwavering, and we strive to ensure every employee feels valued and heard.

Your growth is our mission. Your wellbeing is our priority. Together, we can create a future that’s not only brighter for our clients and residents but also for every member of our team.

SCC is an equal opportunity employer and values inclusion and diversity. All employment is decided on the basis of qualifications, merit, and business need. We are committed to a safe and respectful workplace.