Helpdesk Team Lead / Junior Service Delivery Manager



Work type:

Full Time


Information & Communication Technology


$110000.00 per annum

Job reference:


Start date:


Contact email:


Steven Hayes

  • Burwood location / Work close to home
  • Supporting the Healthcare Industry
  • Hands on Team Lead managing 6 
This successful IT Managed Services and Professional Services organisation has enjoyed steady growth for 10 years, and have positioned themselves within the healthcare sector as a leading provider. With a multi-year significant investment in several healthcare facilities underway, their growth curve has increased, which has created an opportunity for new staff to join and career progression into leadership. With a focus on high-quality major project delivery, they now require a Senior IT Consultant.
Key Duties & Responsibilities:
  • Hands-on technical role that can provide technical mentorship to Helpdesk Analysts and resolve escalated / troublesome Helpdesk tickets
  • Ensure tickets entering the business are appropriately allocated and resolved according to our SLA
  • Manage day to day activities of Helpdesk staff - team of 4 to 6
  • Ensure staff coverage to ensure Helpdesk is serviced appropriately (I.e., lunch breaks etc.)
  • Liaise with Infrastructure as required
  • Participate in go-lives / handovers for projects delivered by Professional Services to ensure the Helpdesk can support the solution
  • Deal with customers in relation to their support queries
  • Strong Helpdesk Team Leader background, pushing into Service Delivery Manager role
  • Departmental reporting as required

Skills and Requirements:
  • Team Leadership experience in a similar role
  • Some experience working with a managed services provider or vendor
  • Good people skills, strong stakeholder management skills

Salary and Benefits:
  • Very competitive salary package
  • Opportunity for career progression with a highly successful and growing organisation
  • Ownership of long-term client relationships, ability to influence and manage outcomes without being tethered to tier-1 vendor SLA's

For a confidential discussion please contact Steven Hayes on 9236 7709, or to submit your CV please click Apply Now.

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