IT Service Desk Team Leader

Ballarat Central, VIC, AU, 3350 Horsham, VIC, AU, 3400

IT Service Desk Team Leader
Grampians Health – Digital Health
Location: Ballarat, Horsham
Employment Type: Full-time
Classification: Admin Grade 4 (HS4, $42.33 per hour)

About the role
Grampians Health Digital Health is seeking an experienced and people-focused IT Service Desk Team Leader to lead the day‑to‑day operations of our Service Desk and support the delivery of reliable, high‑quality IT services across this large, multi‑campus health service.

Reporting to the IT Service Desk Manager, this role provides hands‑on leadership, coordination, and escalation support for the Service Desk team, ensuring incidents and service requests are prioritised, managed, and resolved in line with service levels and organisational priorities.

You will play a key role in coaching and developing staff, supporting continuous improvement in service delivery, and acting as a first point of escalation for complex or high‑impact issues — all while maintaining a strong customer focus and positive end‑user experience.

Key responsibilities

• Lead and coordinate the day‑to‑day operations of the IT Service Desk, ensuring consistent, customer‑focused support across Grampians Health.
• Provide frontline people leadership, including supervision, coaching, guidance, and performance feedback for Service Desk staff.
• Allocate, prioritise, and monitor incidents and service requests to achieve timely resolution within agreed service levels.
• Act as the first point of escalation for complex, sensitive, or high‑impact issues, ensuring clear communication and appropriate resolution.
• Support service delivery planning, change activities, and operational reporting in collaboration with the IT Service Desk Manager.
• Identify recurring issues, service trends, and opportunities for improvement and contribute to refining Service Desk procedures and workflows.
• Maintain accurate documentation, knowledge resources, and compliance with information security, privacy, and confidentiality requirements.
• Build strong working relationships with ICT teams and internal stakeholders to support coordinated service outcomes.

About you
You are a confident and practical IT support leader who enjoys guiding teams, solving problems, and improving services in a fast‑paced, customer‑focused environment.

You will bring:

• Proven experience leading or supervising a Service Desk or IT support team
• Strong experience managing incident, request, and escalation processes
• A track record of meeting service targets and contributing to continuous improvement
• Solid understanding of IT service management frameworks (such as ITIL)
• Hands‑on experience with ITSM tools, ticketing systems, and reporting
• Strong analytical skills to interpret service data and identify improvement opportunities
• Excellent communication skills, with the ability to explain technical concepts to non‑technical users
• Well‑developed judgement, resilience, and adaptability under pressure
• A collaborative, customer‑focused mindset with a strong sense of accountability

Qualifications
Tertiary qualifications in IT, Information Systems, Leadership or a related field (or equivalent practical experience) are desirable.

Mandatory requirements

• Current drivers licence and ability to work across multiple sites
• Willingness to undertake and maintain required police, Working with Children, and NDIS checks
• Compliance with privacy, confidentiality, infection control, and organisational policies

Why join Grampians Health?

Job applications close: 9 July 2026

Interested?

Diversity and Inclusion
All appointments are subject to a satisfactory police records check, immunisation clearance and Working with Children check and/or NDIS Worker Screening Check.

All employees must be willing and able to wear Personal Protective Equipment (PPE) when required, which at a minimum is a surgical mask. Additional PPE requirements are role dependent.

Grampians Health is a child safe organisation, committed to the safety and wellbeing of all children and young people. Grampians Health is committed to providing a diverse and inclusive workforce.

We encourage applications from Aboriginal and Torres Strait Islander people, people with disability, people from culturally and linguistically diverse backgrounds, mature age workers and lesbian, gay, bisexual, transgender, queer (or questioning), intersex and asexual LGBTQIA+.