Service Delivery Team Leader | Full Time | Camberwell Vic

Join our Estia Health family in delivering exceptional care and support to our 8000 plus residents in one of our 70+ homes. At Estia Health, we are a place where everyone belongs with a purpose to enrich and celebrate life together.

It’s our people that make the difference, which is why we offer a caring, people-centered workplace where employees are valued and empowered with opportunities to learn and grow.

Join us in playing a special role in the future of aged care.

About the role

The role of the IT Service Delivery Team Leader will be working closely with the Head of IT Operations and other members of the IT leadership team, the IT Service Delivery Team Leader is responsible for the day-to-day leadership of the IT Service Desk team and effective management of IT Service Desk function supporting all users of Estia Health’s technology.

This role also manages the Incident Management and Problem Management processes for Estia Health technology team.

• Lead the Service Desk team ensuring consistent delivery of a high-quality, responsive support service.
• Ensure all requests to the Service Desk are correctly logged and categorised in the IT Service Management system and allocated to the correct support team for resolution if they cannot be addressed by the Service Desk.
• Ensure common problems and their resolution are documented in the Knowledge Base, ensuring they are regularly reviewed and updated.
• Build and maintain relationships with all IT teams to ensure that IT-delivered services and end-user productivity goals are understood and met.
• Ensure appropriate coverage for telephones during normal business hours and roster the team to provide after-hours coverage for critical support requests.
• Provide regular reporting and analysis of Service Desk performance, including call volumes, trends, and performance against Service Level Agreements.  Regularly review opportunities to reduce tickets volumes and root cause of requests.
• Continually improve Service Desk processes in alignment with the ITIL Service Delivery framework.
• Ensure system health checks and monitoring tasks are conducted as required. (eg. Daily, Weekly, Monthly, Quarterly).
• Ensuring outages and regular updates are communicated to all relevant stakeholders and liaise with support teams/vendors regarding resolution updates.
• Ensure adequate stock levels are in place for all IT equipment supplied and serviced by Service Desk.
• Build and maintain relationships with support partners in delivery and support of IT equipment and services.

Incident and Problem Management

• Ensure a post incident report (PIR) is created for all Level 1 and 2 incidents including lessons learnt and actions to be taken. Ensure actions are followed up and closed.
• Recommend improvements to the Incident Management and Problem Management processes.
• Participate in Change Advisory Board meetings to ensure awareness and impact of any changes for end users and Service Desk.
• Participate and assist in projects, pre and post implementation, to achieve success.

The traits that will help you succeed

• 5+ years in a similar role including working with IT Service Management Tools.
• Significant experience in large, multi-site enterprise, preferably in Aged Care or related industry.
• Significant experience leading technical teams.
• Strong and demonstrated technical skills, particularly Microsoft systems.
• Excellent communication, verbal and written.
• ITIL and relevant vendor certifications preferred.
• Excellent analytical and problem-solving skills.
• Preferred experience with mergers and acquisitions.
• Available after hours.
• Driver’s license and ability to travel, including interstate, when needed.

As one of the largest and fastest growing aged care providers in Australia, we need exceptional people to join us on our journey of changing the way we offer aged care. If this is you, Apply Now!

Want to know more?

If you have questions, please email **************@estiahealth.com.au

Estia Health is committed to embracing diversity, equity and inclusion in our workplaces. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities. If you need assistance to participate in our application process, please let us know.

Note: It is a condition of employment that you will be, and remain, vaccinated against COVID-19 and Influenza. All shortlisted applicants will need to pass the required background checks.

Be careful: Don’t provide your bank or credit card details when applying for jobs. Learn how to protect yourself.