IT Service Desk Team Leader

Job description

At MedHealth, technology plays a critical role in supporting our people and business operations. We're looking for an experienced and customer-focused Service Desk Team Lead to lead our IT Service Desk team and help deliver an exceptional support experience across the organisation. You'll be responsible for leading a high-performing team, driving service excellence, coaching and developing staff, and ensuring our users receive timely, effective support. This is a fantastic opportunity for a hands-on leader who is passionate about technology, people leadership, and continuous improvement. If you thrive in a fast-paced environment, enjoy solving complex challenges, and love helping teams reach their full potential, we'd love to hear from you. What You'll Be Doing Lead and oversee the daily operations of the IT Service Desk. Drive exceptional customer service and ensure all calls, incidents, and requests are managed within agreed service levels. Act as the escalation point for complex technical issues and high-priority incidents. Coach, mentor, and develop Service Desk team members to maximise performance and career growth. Deliver engaging training sessions and knowledge-sharing initiatives. Manage team scheduling and rostering to ensure optimal coverage and service delivery. Continuously review, improve, and document Service Desk processes and procedures. Maintain and enhance the Knowledge Base to support efficient issue resolution. Analyse service trends and identify opportunities to improve user satisfaction and operational performance. Ensure accurate incident, troubleshooting, and support documentation within the ITSM platform. Partner with internal technology teams to deliver effective solutions and outcomes. Support technology projects and business improvement initiatives. Lead by example with a hands-on approach to customer support when required. Foster a positive, collaborative, and customer-centric team culture. We're Looking For Someone Who Has: Minimum 3 years' experience in a Service Desk, Technical Support, or IT Support environment. At least 1 year of leadership or team mentoring experience, including managing escalations and high-priority incidents. Strong experience supporting Microsoft 365 and modern workplace technologies. Experience creating and maintaining technical documentation, knowledge articles, and process improvements. Proven experience delivering training, coaching, and support to team members. A passion for developing people and building high-performing teams. Strong customer service mindset with a genuine desire to create outstanding user experiences. Excellent problem-solving, troubleshooting, and conflict resolution skills. Exceptional organisational skills with the ability to prioritise competing demands in a fast-paced environment. Strong analytical skills with the ability to identify trends, insights, and improvement opportunities. Experience working in dynamic, evolving, and high-growth environments. Excellent written and verbal communication skills with the ability to engage stakeholders at all levels. Understanding of service performance metrics, reporting, and SLA management. So why be part of the MedHealth Group? We offer hybrid working arrangements Employee discounts for health insurance, gyms, pools and travel club Novated leasing and salary sacrificing Paid parental leave Purchased Leave (up to 4 weeks) Employee Assistance Program Our teams are making a difference to the community that we serve - be it through volunteering, helping to raise funds or working with our network of health providers, we connect our community partners to the support they need. ** We will not be able to support international applicants for this role or accept agency applications. You are welcome here. Our fast-growing team of more than 3,500 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences. We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team. We are happy to adjust our recruitment process to support accessibility needs. You are welcome here. Our fast-growing team of more than 4,000 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences. We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQIA+ community, veterans, carers and Indigenous Australians to our team. We are happy to adjust our recruitment process to support accessibility needs. MedHealth are a purpose-built collection of industry leading health, medical and employment brands. Our unique and diverse capabilities come together to get the best possible health and employment outcomes for you and the people you support. We support whole populations to better outcomes, yet never lose sight of the individual we are working with to build a better life through work and health.