Join the Compass Group Australia team at The New Footscray Hospital, a cutting-edge facility committed to healthcare. We are seeking a Helpdesk Manager to lead and optimise our helpdesk operations, ensuring we meet Public Private Partnership (PPP) service delivery outcomes. 24/7 Help Desk. Be part of the team from implementation to operation. Full Time, ongoing role. As Helpdesk Manager, you will oversee sitewide helpdesk operations and the implementation of automated solutions. You’ll play a critical role in managing service issues and supporting facilities management while adhering to Compass Safety Culture standards. THE POSITION Mobilisation Period Develop and implement helpdesk documentation, workflows, and procedures. Collaborate with IT and partners for system development and validation. Recruit, train, and develop Service Delivery teams. Work with the Compliance Manager on KPI tools and audits. Ongoing Operational Duties: Oversee the central helpdesk operations to ensure continuous, efficient, and high-quality service delivery across a 24/7 operation. Act as the primary point of contact for escalations and complex service delivery issues, ensuring timely resolution and maintaining service standards. Recruit, train, and develop helpdesk staff. Manage scheduling and rosters to ensure optimal coverage, balancing customer service levels with wage costs. Manage and maintain technical systems and hardware necessary for helpdesk operations, including QFM, Cisco, and CGA systems. Analyse work order and call data to generate performance reports. Maintain accurate records and ensure compliance with reporting requirements. Conduct regular compliance checks and audits to ensure adherence to operational standards and regulatory requirements. Manage BCP requirements and implement contingency strategies. Collaborate with facilities management to address and resolve maintenance and operational issues, ensuring a seamless integration of helpdesk functions with overall facilities operations. THE PERSON: Facilities management or other large scale operations Customer Service or Contact Centre experience - essential. Strong understanding of hospital and helpdesk operations and computerised help desk systems - desirable Excellent communication skills with a flexible approach and attitude. Must always foster customer service excellence. Ability to drive, lead, motivate & inspire a team across a 24/7 roster. THE BENEFITS Competitive salary and career growth opportunities. Supportive work environment with flexible arrangements. Be part of an impactful team in a significant project and operation! Multitude of salary packaging options available. 12 weeks paid parental leave for primary carers.
