Premier Australian based healthcare provider seeks a motivated person to lead a dynamic Windows service desk team. Will hire and mentor junior team members whilst remaining hands-on in a level 2 capacity. Must be motivating, insightful, and a professional change agent. $120,000 Base + Super.

The Role:

You will be the key bridge between healthcare customers clients and our technical teams. Your primary responsibility will be to oversee the day-to-day operations of the Service Desk ensuring our end-to-end IT services are delivered at the highest level of quality.

Team Leadership, Development & Supervision

• Lead a team of Service Desk Engineers, providing guidance and support to ensure the effective and efficient delivery of technical support services.
• Motivate and promote team happiness with ongoing professional development and training. Mentor and coach Service Desk Engineers, identifying training needs and provide learning paths.
• Foster a fun, collaborative, results-driven and supportive team culture while promoting knowledge sharing, cross-functional collaboration and continuous improvement mindsets.

Service Desk Operations/Management

• Oversee the day-to-day operations of the Service Desk, ensuring timely and quality delivery of technical support services.
• Supervision of the Service Desk Engineers. Responsible for the overall health of the team.
• Supervision of dispatching, allocation & scheduling of tickets and workloads.
• Assist in the management of technical toolsets and integrations.
• Technical escalation point for the Service Desk, providing expertise and guidance to resolve complex technical issues.

Performance Monitoring, Reporting and Documentation

• Monitor Service Desk performance metrics, analyze trends and produce relevant reports with service recommendations using Confluence.
• Identify opportunities for process improvements and contribute to the development of best practices for enhanced service effectiveness.
• Update documentation systems to ensure accuracy and currency of data.

Requirements:

• Minimum of 5 years of relevant experience in IT Service Desktop support and leadership.
• A customer centric mindset with ability to handle time sensitive requests from doctors.
• A positive attitude, proactive approach, and the ability to work independently.
• Adaptability and willingness to take on new challenges in a fast-paced and dynamic environment.
• A sound understanding of service management / ticketing tools. Halo a plus.

Technology Stack:

• Hybrid: Azure AD and On-Prem support.
• Intune & Autopilot
• Windows Operating System
• Microsoft 365 Suite
• SharePoint management
• Azure VM
• Azure SQL
• Citrix
• SCCM

For more information, please call Bob Wallace at 02 9091 8212.

Balance Recruitment is committed to equal opportunity employment. We celebrate diversity and encourage people from all sections of the community to apply.

Balance Recruitment is committed to equal opportunity employment. We celebrate diversity and encourage people from all sections of the community to apply.