The IT Service Desk Team Leader is responsible for leading the daily operations of Arcare’s IT Service Desk, ensuring the effective management of high-ticket volumes and the timely allocation, escalation and resolution of support requests. The role oversees service performance reporting, drives continuous improvement initiatives, and develops and maintains efficient Service Desk processes and standards
Your primary functions will be
- Day-to-day leadership of IT Service Desk & the high volume of tickets received by IT per week.
- Ticket assignments & follow up with IT team members
- Reporting and continuous improvement.
- Facilitating orders & setup relating to new Arcare site commissioning activities.
- Developing & supporting efficient Service Desk team processes.
Skills and Experience
- Proven experience in an IT Service Desk Team Leader or equivalent position
- Demonstrated ability to coordinate a high-volume support queue, prioritise competing requests, coach colleagues and communicate with non-technical stakeholders
- Experience using service reports to improve processes
- Experience coordinating equipment orders, setup or site rollouts.
- Well-developed interpersonal and excellent spoken and written communications skills
- The ability to work independently with minimum supervision
- Sound organisation and computer skills
Service Desk Team Leader • Head Office – Arcare – Hampton East, VIC
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Service Desk Team Leader employer: Arcare Aged Care
Arcare Hove is an exceptional employer that prioritises the well-being of its staff and residents alike. With a supportive leadership team, a positive workplace culture, and opportunities for professional development, employees can thrive in a state-of-the-art facility while enjoying competitive pay and exclusive discounts. Join us in creating a welcoming environment where your passion for making a difference truly matters.
