Service Desk Team Leader
Core
Lead the IS Service Desk team to deliver first-level technical support across all Bolton Clarke sites, ensuring compliance with Service Level Agreements (SLAs) and managing critical incidents.
Role type
Service Desk Team Leader
Builds
First-level technical support services for home care, retirement living, and residential aged care operations
Domain
Healthcare / IT Service Management
Required skills
Service Desk leadership, Incident management, SLA compliance, Staffing management, Call volume management, Escalation handling, Incident logging, Knowledge management, Change management participation, Policy development
Preferred skills
Bachelor's degree in IT/Computer Science, Moderate high-volume service desk experience, ITIL certification, Service Level Management (SLMO 3) certification, Incident Management (USUP 3) certification, Technical support, Troubleshooting, Key Performance Indicator (KPI) tracking
Technologies
ITIL, SLMO 3, USUP 3
Responsibilities
Lead customer-focused Service Desk team to deliver first-level technical support across all sites; Oversee Service Desk staffing and manage call volumes; Handle critical customer incidents and coordinate escalations; Implement improvements to incident logging systems; Ensure team leverages knowledge management tools.
Seniority
Mid-level, hands-on IC with team leadership