IT Service Desk Team Leader

IT Service Desk Team Leader

Grampians Health Digital Health - Ballarat, Horsham

Full time, Admin Grade 4 (HS4 - $42.33 per hour)

About the role

Grampians Health Digital Health is seeking an experienced and people focused IT Service Desk Team Leader to lead the day to day operations of our Service Desk and support the delivery of reliable, high quality IT services across our multi campus health service.

Reporting to the IT Service Desk Manager, this role provides hands on leadership, coordination, and escalation support for the Service Desk team, ensuring incidents and service requests are prioritised, managed, and resolved in line with service levels and organisational priorities.

You will coach and develop staff, support continuous improvement in service delivery, and act as a first point of escalation for complex or high impact issues, maintaining a strong customer focus and positive end user experience.

Key responsibilities

• Lead and coordinate the day to day operations of the IT Service Desk, ensuring consistent, customer focused support across Grampians Health.
• Provide frontline people leadership, including supervision, coaching, guidance, and performance feedback for Service Desk staff.
• Allocate, prioritise, and monitor incidents and service requests to achieve timely resolution within agreed service levels.
• Act as the first point of escalation for complex, sensitive, or high impact issues, ensuring clear communication and appropriate resolution.
• Support service delivery planning, change activities, and operational reporting in collaboration with the IT Service Desk Manager.
• Identify recurring issues, service trends, and opportunities for improvement and contribute to refining Service Desk procedures and workflows.
• Maintain accurate documentation, knowledge resources, and compliance with information security, privacy, and confidentiality requirements.
• Build strong working relationships with ICT teams and internal stakeholders to support coordinated service outcomes.

About you

You are a confident and practical IT support leader who enjoys guiding teams, solving problems, and improving services in a fast paced, customer focused environment.

You will bring

• Proven experience leading or supervising a Service Desk or IT support team.
• Strong experience managing incident, request, and escalation processes.
• A track record of meeting service targets and contributing to continuous improvement.
• Solid understanding of IT service management frameworks such as ITIL.
• Hands on experience with ITSM tools, ticketing systems, and reporting.
• Strong analytical skills to interpret service data and identify improvement opportunities.
• Excellent communication skills, with the ability to explain technical concepts to non technical users.
• Well developed judgement, resilience, and adaptability under pressure.
• A collaborative, customer focused mindset with a strong sense of accountability.

Qualifications

Tertiary qualifications in IT, Information Systems, Leadership or a related field (or equivalent practical experience) are desirable.

Mandatory requirements

• Current drivers licence and ability to work across multiple sites.
• Willingness to undertake and maintain required police, Working with Children, and NDIS checks.
• Compliance with privacy, confidentiality, infection control, and organisational policies.

Why join Grampians Health?

At Grampians Health, you'll be part of a large, values driven regional health service where your work directly supports patient care and clinical services across our communities.

We offer

• Salary packaging benefits - access tax effective salary packaging options to increase take home pay.
• A supportive and collaborative team environment - work closely with experienced IT and Digital Health professionals who value teamwork, open communication, and mutual support.
• Professional development opportunities - ongoing learning, mentoring, and support to build leadership capability and advance your career in IT service management.
• Meaningful, purpose driven work - contribute to the delivery of reliable ICT services that underpin critical healthcare systems.
• Flexible working arrangements - on site work with the ability to work remotely when required.
• Stability and growth - join a unified regional health service supporting over 250,000 Victorians across 21 sites.

Committed to a safe and inclusive workplace

All employees must be willing and able to wear Personal Protective Equipment (PPE) when required, which at a minimum is a surgical mask. Additional PPE requirements are role dependent.

Grampians Health is a child safe organisation, committed to the safety and wellbeing of all children and young people.

We encourage applications from Aboriginal and Torres Strait Islander people, people with disability, people from culturally and linguistically diverse backgrounds, mature age workers, and members of the LGBTQIA+ community. All appointments are subject to satisfactory police records, immunisation clearance, and Working with Children/NDIS Worker Screening checks.