National Service Desk Manager

Job Description:

Better and fairer care. Always.

St Vincents has been a leader in Australias health and aged care landscape for more than 165 years. Since our founders the Sisters of Charity opened our first hospital in 1857 our services and nearly 30000 people have been behind some of Australias most important medical breakthroughs. We are a microcosm of Australias health and aged care system and are uniquely positioned to lead and respond to our rapidly changing environment.

We are looking for a special kind of person - a St Vincents kind of person. Someone who puts excellence compassion connection and caring for other people at the heart of everything they do.

About the role

We are seeking an experienced and hands-on National Service Desk Manager to lead the delivery of high-performing customer-focused IT support across our national network.

Reporting directly to the Chief Technology Officer you will lead a large geographically distributed Service Desk team supporting over 30000 users.

This is not a back-office role. Its a visible operational and strategic leadership position where your ability to lead people drive frontline performance and embed continuous improvement will directly impact critical services across hospitals aged care facilities and research operations across the country.

The role is based in one of our group offices in Brisbane Melbourne or Sydney with hybrid work flexibility and occasional interstate travel.

What youll be doing

• Provide strategic and operational leadership of the national Service Desk function supporting 30000 users across hospitals aged care research and group facilities
• Lead a large distributed team of Service Desk Team Leads and Analysts fostering a culture of accountability service quality and excellence and continuous improvement
• As a senior leader within the D&T team you will participate in the Incident Manager rotational on-call roster to lead critical incidents ensuring timely executive communications stakeholder alignment and effective resolution
• Drive operational planning resource allocation and service delivery performance ensuring coverage and capability across a 24/7 healthcare environment
• Own and optimise our ITSM platforms functionality and modules aligning them with ITIL practices to deliver reliable scalable service across the entire D&T function.
• Partner with D&T leaders and project teams to ensure smooth transition of new services into operations and ensure service desk readiness
• Champion service improvement initiatives using service data customer feedback and performance trends to inform executive reporting and investment decisions
• Represent the Service Desk function in leadership forums cross-functional planning and divisional performance reviews with relevant service reporting (SLA/KPI metrics)
• Lead all aspects of people management for the national Service Desk team including recruitment onboarding workforce planning rostering performance management and fostering succession planning
• Drive continual service improvement using insights from ITSM systems customer satisfaction scores and service analytics

Things that work for us

• Proven experience in a service desk or IT support role with at least 3 years experience in a senior leadership position in a complex geographically dispersed environment
• Demonstrated experience in implementing ITIL frameworks and service management best practices
• Drive service desk transformation aligning KPIs SLAs and service delivery models with business needs.

• Experience with the administration of ITSM and contact centre platforms that include AI automation workflows reporting and analytics

• Solid technical background in:
  • Windows desktop and server environments (AD GPOs)
  • M365 (Exchange SharePoint Intune)
  • Networking fundamentals (DHCP DNS VPN firewalls)
• Demonstrated ability to coach lead and develop high-performing technical teams
• Tertiary qualifications in IT and relevant certifications (ITIL Microsoft CompTIA)

Things that work for you

• Ability to visibly see your impact on the business and its service
• Competitive salary packaging options
• Discounted private health insurance
• Employee Assistance Program for staff and their families
• Access to the Fitness Passport (FP)

At St Vincents we value inclusivity and diversity and acknowledge the importance of creating a work environment that is welcoming safe fair and impartial and invites people from all backgrounds to join us.

Pre-Employment Checks

Your employment is conditional upon the completion of all required pre-employment checks including relevant immunisations.

Equal Opportunity

We celebrate diversity & inclusion and are committed to equal employment opportunity for everyone.

How To Apply

Please submit your application via the Apply button include your resume and a brief cover letter outlining your experience and suitability.

Respectfully no recruitment agencies.

Closing Date:

Reconciliation Action Plan:

At St Vincents we acknowledge the importance of creating a work environment that is welcoming safe equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees. As part of our Commitment to Reconciliation and Closing the Gap in employment related outcomes we encourage applications from Aboriginal and Torres Strait Islander Peoples.

For further information visit https:// or get in contact at

View Reconciliation Action Plan

Code of Conduct:

View Code of Conduct