Service Desk Team Leader

Bolton Clarke Group one of Australia's largest independent, not-for-profit providers of home care, retirement living and residential aged care, operating nationally and internationally. Bolton Clarke Residential group now has 87 Aged Care Homes across QLD, NSW, VIC, SA & WA, with the inclusion of the Allity, McKenzie & Acacia Living Group.

About the Role

As the IS Service Desk Team Leader, you will lead the Service Desk team to deliver first-level support across Bolton Clarke, ensuring compliance with Service Level Agreements (SLA's). You will manage staffing and call volumes, handle critical incidents, and act as the escalation point for complex issues. You will be responsible for improving incident logging, promoting best practices, participating in change management, and developing policies to enhance service quality and strategic alignment.

Responsibilities

• Leads a customer-focused Service Desk team to deliver first-level technical support across all Bolton Clarke sites.
• Oversees Service Desk staffing, manages call volumes, and ensures compliance with Service Level Agreements (SLAs).
• Handles critical customer incidents, including communication, activity management, and necessary escalations to ensure timely resolution.
• Serves as the escalation point for unresolved or complex issues, coordinating with internal support teams for resolution.
• Implements improvements to the Service Desk incident logging system to enhance service quality.
• Ensures the Service Desk team leverages knowledge management tools and practices to deliver a more efficient and effective customer service.

About You

• Bachelor's degree required, Information Technology, Computer Science is preferred. Any relevant discipline or commensurate work experience considered.
• Moderate experience in a high-volume service desk is preferred.
• Information Technology Infrastructure Library (ITIL), Service Level Management (SLMO 3) and / or Incident Management (USUP 3) Certifications are preferred.
• Proficient in Technical Support, Troubleshooting, Incident resolution and Key Performance Inidcator Tracking skills.
• Excellent Communication, Problem Solving, Planning and Prioritisation, and Customer Experience skills.

Why Work For Bolton Clarke

• Excellent work/life balance with shifts that suit your personal needs.
• A caring team environment with strong clinical and allied health support.
• Career progression and development opportunities.
• Generous salary packaging and not-for-profit tax benefits - claim up to $18,550 tax free Private health insurance and gym discounts.
• Employee Assistance Program for staff and family.

Our commitment to diversity: At Bolton Clarke we expect our staff to respect and value differences in age, disability, race, nationality, ethnicity, sexual orientation, gender identity, intersex status and family or marital status. Appointment to this position and ongoing employment is subject to your commitment to supporting diversity and inclusion.

If you have any further queries, please contact Troy Groves () We invite you to be part of a welcoming, dedicated and diverse team, and make a big difference to the lives of older Australians.