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 workplace, 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.

📌 IT Service Desk Team Leader (Melbourne)
🏢 Medhealth
📍 Melbourne