Service Desk Team Leader

Bolton Clarke Group one of Australia’s largest independent, not-for-profit providers of home care, retirement living and residential aged care, operating nationally and internationally.  Bolton Clarke Residential group now has 88 Aged Care Homes across QLD, NSW, VIC, SA & WA, with the inclusion of the Allity, McKenzie & Acacia Living Group.

About the opportunity:

We currently have an opportunity for an IS Service Desk Team Leader to lead our established Sydney-based team on a 12-month initial contract. This role is responsible for leading a customer-focused Service Desk team delivering first-level technical support across Bolton Clarke, ensuring support requests, incidents, staffing coverage and call volumes are managed effectively within agreed SLAs and OLAs.
  
You will act as a key escalation point for unresolved or complex issues, manage critical service incidents through clear communication and coordinated resolution activity, and partner with internal IS Level 2 and 3 teams to restore service quickly. Your leadership will support consistent service quality, strong team performance, effective use of knowledge management tools and continuous improvement across service desk processes, reporting and customer experience.

Your new role will involve:

• Lead, coach and support a customer-focused IS Service Desk team delivering first-level technical support across Bolton Clarke sites
• Oversee service desk staffing, call volumes, request processing and resource coverage to achieve SLA and OLA compliance
• Take ownership of incident management and request fulfilment processes, ensuring timely resolution, accurate logging and effective customer communication
• Manage critical service incidents, including communication, activity coordination and appropriate escalation to internal IS support teams
• Act as the escalation point for unresolved, incomplete or complex requests, working closely with Level 2 and Level 3 teams to drive resolution
• Build strong relationships with business stakeholders and senior IS leaders, reporting issues that may significantly impact service delivery
• Improve service desk systems, knowledge management practices and service catalogue processes to enhance efficiency, consistency and customer experience
• Measure, analyse and report on service delivery performance metrics, identifying trends and opportunities for continuous improvement
• Promote ITIL-aligned service management practices, including incident, change and risk management, while recommending procedures that support governance, compliance and best practice

About you:

You are an experienced service desk leader with demonstrated success leading a high-volume IT support or service desk team. You bring a strong customer service mindset, sound knowledge of service desk solutions, Microsoft end-user technologies and current mobile technologies, and confidence managing incidents, escalations, service levels and performance metrics.
  
You are a clear communicator who can build trusted relationships across technical teams, business stakeholders and senior leaders. Your ability to coach teams, prioritise competing demands, adopt change and implement service improvements will support the ongoing maturity and performance of the IS Service Desk. ITIL certification or experience working within ITIL-aligned service management practices will be highly regarded.

Why Work For Bolton Clarke:

Excellent work/life balance with shifts that suit your personal needs

• A caring team environment with strong clinical and allied health support

• Career progression and development opportunities

• Generous salary packaging and not-for-profit tax benefits – claim up to $18,550 tax free

• Private health insurance and gym discounts

• An Employee Assistance Program for staff and family

Apply Now: Our application process takes 10 minutes to apply, please follow the below link to start your application.

Our commitment to diversity: At Bolton Clarke we expect our staff to respect and value differences in age, disability, race, nationality, ethnicity, sexual orientation, gender identity, intersex status and family or marital status.

Appointment to this position and ongoing employment is subject to your commitment to supporting diversity and inclusion.

If you have any further queries, please contact Troy Groves (workwithus@boltonclarke.com.au)