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 productive 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
Arcare values diversity within our workforce and is an equal opportunity employer.
Please note that you must have Australian Working Rights and a NDIS Worker Screening Check (or be willing to obtain).
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📌 Service Desk Team Leader (Melbourne)
🏢 Arcare Aged Care
📍 Melbourne