An exciting opportunity is available for an experienced ICT Service Desk Team Leader to join a busy technical service environment within the healthcare sector.
Based in Adelaide CBD, this role will be responsible for leading and supporting a team of Service Desk Officers, with a strong focus on team performance, capability development, customer service and continuous improvement.
The successful candidate will bring proven ICT Service Desk leadership experience, strong technical service desk knowledge and a genuine commitment to delivering high-quality customer service. You will play an important role in supporting the team to meet key performance measures, developing staff capability and contributing to the ongoing improvement of Service Desk processes and standards.
This is a contract opportunity commencing 26 October 2026 and concluding 25 June 2027.
Key Responsibilities
As the ICT Service Desk Team Leader, your responsibilities will include:
- Managing Service Desk Officer performance against established KPIs and performance measures.
- Providing leadership, guidance and support to Service Desk Officers to ensure a high standard of service delivery.
- Identifying and supporting skills development opportunities for Service Desk team members.
- Fostering a collaborative and supportive team environment that encourages cooperation, knowledge sharing and continuous learning.
- Monitoring service delivery and identifying opportunities to improve team performance and customer outcomes.
- Contributing to the ongoing development and optimisation of quality improvement standards and measurement strategies.
- Supporting the development, review and implementation of Service Desk procedures and processes.
- Assisting with the documentation of procedures to improve response times, installations, training and problem-solving outcomes.
- Investigating and resolving service issues through effective research, analysis and consultation.
- Supporting the team to consistently deliver excellent customer service across a range of technical enquiries and support requirements.
- Maintaining a strong focus on accuracy, service quality and adherence to established processes.
- Prioritising competing tasks and ensuring deadlines and service requirements are consistently met.
- Working collaboratively with internal stakeholders and technical teams to support effective service delivery.
About You
To be successful in this role, you will demonstrate:
Leadership & Teamwork
- Proven ability to lead and manage an ICT Service Desk team.
- Ability to work effectively as both a leader and member of a broader team.
- A leadership style that fosters cooperation, collaboration and positive working relationships.
- Demonstrated ability to support, coach and develop team members to improve their skills and performance.
- Ability to provide constructive guidance and feedback while maintaining a positive team environment.
Problem Solving & Continuous Improvement
- Demonstrated ability to solve problems through investigation, research and consultation.
- Strong analytical and troubleshooting skills.
- Ability to identify opportunities for process and service improvement.
- Experience contributing to quality improvement initiatives, standards or performance measurement.
- Ability to assess issues, determine appropriate solutions and communicate outcomes effectively.
Communication & Documentation
- Strong written and verbal communication skills.
- Demonstrated ability to document procedures clearly and accurately.
- Ability to develop and maintain documentation that supports effective responses, installations, training and problem solving.
- Ability to communicate technical information clearly to a range of audiences.
- Strong interpersonal skills and a customer-focused approach.
Organisation & Work Management
- Demonstrated ability to consistently meet deadlines.
- Ability to work effectively under pressure and manage competing priorities.
- Proven ability to plan and organise work with minimal supervision.
- Strong attention to detail and commitment to maintaining accuracy.
- Ability to determine priorities and respond appropriately to changing business and service requirements.
Essential Experience
The successful candidate will have:
- Demonstrated experience leading a team within an ICT Service Desk environment.
- Significant experience working effectively within a technical Service Desk environment.
- Demonstrated experience providing excellent customer service.
- Demonstrated experience using a range of computer systems and technology platforms.
- Experience managing or monitoring team performance against KPIs or service standards.
- Experience supporting the development and capability of Service Desk staff.
- Experience contributing to service improvement, process optimisation or quality improvement initiatives.
Training & Onboarding
A comprehensive 6-8 week training program will be provided to ensure you are equipped with the knowledge and system experience required to succeed in the role.
Initial training will be conducted on site during standard business hours, Monday to Friday, from 8:30am to 4:30pm.
Training will cover a range of key healthcare systems and processes, including:
Weeks 1-2: General Health System Training
An introduction to the broader health system environment, processes and relevant operational requirements.
Weeks 3-4: User Administration
Training focused on user administration processes, systems and associated Service Desk responsibilities.
Weeks 5-6: EPAS Training
Training on EPAS (Electronic Patient Administration System) and the processes required to support users within the healthcare environment.
Additional training and onboarding activities may be undertaken throughout the broader training period as required.
Working Hours
During the initial training period, employees will work standard business hours:
Monday to Friday | 8:30am – 4:30pm
Following completion of training, the Service Desk operates across a broader day-shift coverage period of:
7:00am – 7:00pm
Employees will work rotating start and finish times, with three primary shift patterns:
- 7:00am – 5:00pm
- 8:00am – 6:00pm
- 9:00am – 7:00pm
Shift patterns will rotate on an ongoing basis. For example, an employee may work a 7:00am start for a period before rotating to an 8:00am start, then a 9:00am start, before returning to the 7:00am shift.
Each shift includes a total of one hour of unpaid breaks, consisting of:
- 30-minute meal break
- 2 × 15-minute breaks
Location
Adelaide CBD
The role will initially require on-site attendance for the duration of the training program, with the working arrangements following training determined in line with operational requirements.
Contract Details
Position: ICT Service Desk Team Leader
Location: Adelaide CBD
Contract Start: 26 October 2026
Contract End: 25 June 2027
Training: Approximately 6-8 weeks
Training Hours: Monday-Friday, 8:30am-4:30pm
Post-Training Hours: Rotating day shifts between 7:00am-7:00pm
Clearance Requirement
Applicants must hold a National Police Check completed within the last 12 months.
Candidates who do not currently have a National Police Check completed within this timeframe may be required to obtain an updated check prior to commencing, subject to the requirements of the position.
Why Consider This Opportunity?
This is an excellent opportunity for an experienced Service Desk professional to step into a leadership-focused position within a significant healthcare environment.
You will have the opportunity to:
- Lead and develop an established ICT Service Desk team.
- Support the professional growth and capability of Service Desk Officers.
- Drive team performance against KPIs and service standards.
- Contribute to meaningful service and process improvements.
- Apply your technical Service Desk experience in a healthcare setting.
- Gain exposure to specialised health systems, including EPAS.
- Complete structured training to build your understanding of the environment and systems.
- Work within a dynamic service environment where customer experience and quality outcomes are key priorities.
Apply Now
If you are an experienced ICT Service Desk Team Leader with a strong technical background, excellent customer service skills and a passion for developing people and improving service delivery, we would love to hear from you.
This is an opportunity to take your Service Desk leadership experience into a role where your ability to lead people, solve problems and continuously improve the way services are delivered can make a genuine difference.
