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National ICT Service Desk Team Leader

  • South Bank, VIC, Australia, 3006
  • Melbourne, Victoria, Australia
  • Permanent
  • Closing on: Feb 13 2023
  • Make a difference at one of Australia’s leading health care providers
  • Generous salary packaging benefits, ongoing professional development and supportive team environment
  • Flexible working arrangements


About the role

This position will be part of the Service Desk Support team and will be both the first point of contact & relevant escalations for enquires for both internal and external users. It is expected that this role will support all Calvary streams – Public and Private Hospitals, Aged Care and Community Services and ensure systems supported by National ICT suit the needs of each service. Each Business Stream and Site will vary on the services they provide eg Maternity, Mental Health, Rehab, ICU, etc. therefore the understanding of Health Care Business Processes needs to be broad.

The Team Leader will work closely with ICT Service Desk Manager, Melbourne Team Leader and other Systems Managers to drive efficiency and effectiveness in incident management, through service delivery and team leadership.


Key Responsibilities

  • Provide Phone & remote desktop support to all LCMHC staff
  • Triage initial support request via logged tickets and phone calls, allocate to appropriate technical or application specialist.
  • Work with National ICT Team members to manage, resolve and monitor status of outstanding issues
  • Set up National Applications user accounts and apply appropriate security rights for application and reports
  • Participate in in the organisational Change Control process and aid in the maintenance/administration of LCMHC national data centre virtual and physical servers, services and applications.
  • Assist with Technical and End User Documentation for National Database configuration changes.
  • Provide assistance with the Testing process for company's applications and the company's National Intranet Content
  • Team up with other team leaders to share information, tactics & ideas to provide the best possible customer experience
  • Work closely with the Digital Communications team in improving knowledge base and employee information platforms.
  • Comply with the Calvary afterhours on the call policy and be part of the on call rotational roster to provide afterhours ICT on call support to Calvary services.


What you bring 

  • 5 years Service Desk experience
  • Experience with end user documentation
  • Understanding of Microsoft Office suite
  • Excellent communication, organisational and interpersonal skills
  • Proven ability to transfer skills to end users and fellow team members as required in a timely and effective manner
  • Tertiary qualifications in Business or Information Technology
  • Previous IT experience within Private or Public health care sector
  • Some understanding of scripting techniques and experience with the following technologies:
     - Thin-client (Citrix) server environment
     - Microsoft Active Directory
     - Internet Explorer


  • Knowledge of hospital business processes
  • Working Knowledge of the following applications: iPM, FinanceOne, Chris21, Kronos, Riskman, Birthpac, Medication Management (MedChart), iCare, iPharmacy, Medtech32


For further information please contact ICT Service Desk Manager on


About Calvary

We are a leading provider of quality, integrated care that puts our patients, residents and clients at the centre of everything we do. Calvary offers flexible careers in clinical, allied health, hospitality, ICT and health administration, mission, leadership, management and more. Founded in Australia in 1885, we’re one of the largest providers of health, aged and community care with over 18,000 staff and volunteers, 14 Public and Private Hospitals, 72 Residential Care and Retirement Communities and 19 Community Care Centres.

As an equal opportunity employer, we value diversity and are committed to fostering a workplace that is respectful, welcoming and inclusive where people are supported to draw strengths from their identity, culture and community. We value the integral dignity of each person and we encourage applications from First Nations peoples, people living with a disability, LGBTIQ+ people, people who have come to Australia as migrants or refugees and veterans.

Why work for Calvary?

Joining us is your opportunity to learn with purpose and drive positive impact to our community in a stimulating work environment. We offer paid parental leave, salary packaging, career progression, flexible working hours and training and skills development. Calvary is also proud to be recognised as a leader in gender equality.  Further details are available here:

If you are looking for a rewarding career in an organisation that supports the community, apply now!

Please note the following:

  • Only applicants with a valid right to work in Australia will be considered.
  • As part of the application process, you may be required to participate in a health evaluation, which could include face to face assessment and drug and alcohol testing, to ensure your suitability for the role.
  • Calvary has a mandatory COVID-19 vaccination requirement for all workers. You will also be required to provide evidence of other immunisation as required for your role 
  • Please note we are unable to accept emailed applications or resumes and phone calls from recruitment agencies.

Apply Now

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