A role where your impact is immediate.

When technology issues arise in this environment, they are quickly visible.

You will be supporting a healthcare organisation where systems underpin clinical workflows and day-to-day operations. Reliable support plays an important role in enabling teams to deliver services to patients effectively.

This is a role where strong leadership and technical capability directly contribute to improving how the function performs.

Why this role exists

This role exists to bring greater structure, consistency and ownership to the service desk.

The team has a solid foundation, with an opportunity to strengthen processes, improve escalation pathways and lift overall service performance.

The focus is on building a well-run, dependable support function that operates with clear standards and accountability.

Success looks like a structured service desk with reduced escalation, improved service consistency and a team operating confidently within defined expectations.

About the role

Reporting to the CIO, you will lead the Service Desk function (5 direct reports) within a high-visibility clinical environment.

This is a hands-on leadership role where you remain actively involved in technical work while setting direction for the team.

You will:

• Lead a team of Level 1 and Level 2 support staff
• Own incident, request and escalation management
• Set clear expectations, accountability and service standards
• Act as the escalation point for complex Level 2 issues
• Coach the team to improve capability and consistency
• Ensure after-hours processes operate effectively

You will take ownership of complex incidents, performing troubleshooting and root cause analysis across infrastructure, applications and devices.

You will be supported by the CIO in making the changes required to strengthen service performance and establish clear operating standards.

This role is full time on-site initially, with flexibility introduced once the function is stable and performing consistently.

The environment

You will support a healthcare environment across both clinical and corporate users.

The technology landscape spans endpoint, infrastructure and application layers, with a strong reliance on Microsoft technologies, identity services and core networking.

Support operates across extended hours, with structured after-hours escalation and offshore support capability.

Technical scope

This role requires strong Level 2 capability and the ability to operate independently across complex issues.

You will:

• Diagnose and resolve multi-layered issues across systems, devices and networks
• Administer Active Directory, Group Policy, DNS, DHCP and M365
• Support clinical and business-critical applications and system integrations
• Manage endpoint environments including imaging, deployment and patching
• Troubleshoot connectivity, performance and device-related issues
• Use scripting and automation to improve efficiency
• Own and resolve escalated incidents within service levels

You are expected to lead from the front, not step away from technical work.

What you’ll bring

• Experience leading a Service Desk or End User Support function
• Strong hands-on Level 2 technical capability
• A track record of improving performance in structured environments
• Confidence handling complex escalations and technical problem solving
• A disciplined approach to service management and process
• Ability to engage stakeholders in fast-paced environments

This role suits someone comfortable operating across leadership and technical execution and motivated by improving how a function performs.

Next steps

For a confidential discussion, contact Anthony Trimboli (04•• ••• 782) or Steven Fulop (04•• ••• 446) at xceltium. We look forward to supporting you with your job search.