IT Service Desk Team Leader

JobsCloseBy Editorial Insights

MedHealth is seeking a full-time IT Service Desk Team Leader in Melbourne to steer daily IT support operations, ensure SLA responses, deliver triage, and coach a capable team while hands-on as needed. You’ll maintain ITSM documentation, act as a key escalation point with the IT Service Desk Technical Lead, manage scheduling, and drive improvements in a dynamic environment. Requirements include 3 years on a technical service desk, 1+ year in leadership, strong Office 365 support, and excellent communication; ITIL is desirable. Tips: tailor your CV with SLA metrics, leadership impact, and ITSM improvements; highlight remote and on-site support and Melbourne readiness. Australian applicants only; hybrid options and benefits apply; MedHealth values diversity and accessibility.

Company Description

MedHealth are a purpose-built collection of industry leading health, medical and employment brands. Our unique and diverse capabilities come together to get the best possible health and employment outcomes for you and the people you support. We support whole populations to better outcomes, yet never lose sight of the individual we are working with to build a better life through work and health.

Job Description

Are you passionate about delivering outstanding customer service and leading high‑performing teams? MedHealth is seeking an experienced Service Desk Team Leader to guide our frontline IT support function and ensure a seamless technology experience for our people.

As the first point of contact for all Technology-related queries, the Service Desk plays a critical role in keeping our business running smoothly. In this leadership role, you’ll oversee daily operations, support your team’s development, and drive continuous improvements in the way we deliver service.

What You’ll Do

• Lead and manage the day-to-day operations of the MedHealth IT Service Desk
• Ensure calls and tickets are responded to promptly and within agreed SLAs
• Deliver exceptional triage and end‑to‑end support across all technology issues
• Maintain accurate documentation for support activities within our ITSM platform
• Act as a key escalation point, collaborating with the IT Service Desk Technical Lead to resolve complex issues
• Manage scheduling and ensure adequate team coverage at all times
• Keep all processes and knowledge articles up to date and easy to follow
• Provide both remote and on‑site technical support as required
• Identify and implement improvements to enhance the Service Desk experience
• Lead by example—jumping in hands‑on whenever needed

Qualifications

To be successful in this role, you will need to have the following skills and experience:

• 3 years of working on a technical service desk or similar support environment
• At least 1 year experience leading teams
• Ability to motivate, guide, and develop team members
• High level of experience in Office 365 applications support
• Able to work in high growth businesses, with high volumes of data & information and ever-changing needs
• Recognise trends and identify conflicting / incorrect data and communicate this clearly and effectively
• Exceptional attention-to-detail and time management
• Ability to prioritise, drive outcomes and meet deadlines
• Conflict resolution and problem solving
• Understanding of Reporting
• Excellent interpersonal and communication skills
• ITIL Certification desirable

Additional Information

So why be part of the MedHealth Group?

• We offer hybrid working arrangements 
• Employee discounts for health insurance, gyms, pools and travel club
• Novated leasing and salary sacrificing
• Paid parental leave
• Purchased Leave (up to 4 weeks)
• Employee Assistance Program

Our teams are making a difference to the community that we serve - be it through volunteering, helping to raise funds or working with our network of health providers, we connect our community partners to the support they need.

** We will not be able to support international applicants for this role or accept agency applications.

You are welcome here.

Our fast-growing team of more than 3,500 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences. 

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.