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 quick-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 growth opportunities.
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, team-oriented, and customer-centric team culture.

📌 It Service Desk Team Leader Melbourne
🏢 Medhealth
📍 Melbourne