Job Description: The Service Desk Team Leader plays a pivotal hands-on role in leading the day-to-day activities of the Service Desk team. Reporting to the National Service Desk Manager, this position is accountable for queue management, incident resolution, ticket escalation handling, and driving team performance against defined service levels. This role leads a team of approximately 10 Service Desk Analysts and is responsible for ensuring consistent, high-quality support services for clinical, corporate, and research users across the St Vincent’s Health Australia network. The role requires strong technical expertise, particularly across Microsoft 365, Active Directory, remote access tools, and user-facing technologies. The Service Desk Team Leader contributes to service management maturity uplift by embedding ITIL processes, identifying common issues and collaborating with Problem Management to reduce ticket volumes. This role is the escalation point for complex technical queries, facilitates onboarding and training, and produces daily and monthly service reports. The role also engages directly with business stakeholders and Digital & Technology partners to ensure customer satisfaction and supports a culture of continual improvement. The Team Leader participates in service improvement initiatives and may form part of the after-hours incident management roster in future operating models. This is a highly visible, operational leadership role ideal for a technically strong and customer-focused professional who is passionate about service excellence and empowering high-performing teams. Closing Date: 29 November 2025 11:59pm Reconciliation Action Plan: At St Vincent's we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees. As part of our Commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples. For further information, visit https ://www.svha.org.au/about-us/reconciliation or get in contact at indigenouscareers@svha.org.au View Reconciliation Action Plan Code of Conduct: View Code of Conduct
