Service Desk Team Leader
- Lead the daily operations of the IT Service Desk.
- Manage high-ticket volumes and ensure timely resolution of support requests.
- Drive continuous improvement initiatives and maintain efficient Service Desk processes.
Service Desk Team Leader - Victoria
- Full time, Monday - Friday, 12 month contract
- Exclusive employee discounts (Apple, Samsung, Travel, Health Insurance, Gyms & more)
- State-of-the-art facilities and beautiful working environment.
About Arcare
As one of Australia’s leading aged care providers, we have over 60 residences in QLD, NSW, and VIC, with more on the way! Our core focus is the relationship between residents, colleagues, and family members, with our residents and team at the heart of what we do.
Backed by a dedicated team of over 10,000 employees, we strive to uphold our core values of Relationships, Uniqueness, Partnerships, and Flexibility, earning us a reputation that speaks for itself.
About the Role
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
Ready to Apply
It really is our people and culture that set us apart, with our ongoing focus of working together as one team. If you think this role is the right fit for you, we invite you to apply. Please note that you must have Australian Working Rights and a NDIS Worker Screening Check (or be willing to obtain). Arcare values diversity within our workforce and is an equal opportunity employer.
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Skills
0 of 10 matchedLicenses & certifications
0 of 2 matchedArcare Aged Care