IT Service Desk Team Leader

About the role

MedHealth is seeking an experienced, customer‑focused Service Desk Team Leader to manage the daily operations of its IT Service Desk. You will lead a high‑performing team, ensure timely support for users, and drive continuous improvement across the organisation.

Key responsibilities

• Lead and oversee daily Service Desk activities, ensuring incidents and requests are handled within agreed service levels.
• Act as escalation point for complex technical issues and high‑priority incidents.
• Coach, mentor and develop team members, delivering training and knowledge‑sharing sessions.
• Manage scheduling and rostering to maintain optimal coverage.
• Review, improve and document Service Desk processes, maintain the Knowledge Base, and analyse service trends.

Required profile

• Minimum 3 years’ experience in a Service Desk or IT Support role.
• At least 1 year of leadership or team‑mentoring experience.
• Strong customer‑service mindset with excellent problem‑solving and communication skills.
• Experience working in fast‑paced, high‑growth environments.

Required skills

• Microsoft 365 and modern workplace technologies.
• ITSM platform usage and incident documentation.

What we offer

• Hybrid working arrangements.
• Employee discounts for health insurance, gyms, pools and travel club.
• Novated leasing, salary sacrificing and paid parental leave.
• Employee Assistance Program and purchased leave up to 4 weeks.