Join the Compass Group Australia team at The New Footscray Hospital, a cutting‑edge facility committed to healthcare. We are seeking a Helpdesk Manager to lead and optimise our helpdesk operations, ensuring we meet Public Private Partnership (PPP) service delivery outcomes.
* 24/7 Help Desk.
* Be part of the team from implementation to operation.
* Full Time, ongoing role.
As Helpdesk Manager, you will oversee sitewide helpdesk operations and the implementation of automated solutions. You’ll play a critical role in managing service issues and supporting facilities management while adhering to Compass Safety Culture standards.
THE POSITION
Mobilisation Period
* Develop and implement helpdesk documentation, workflows, and procedures.
* Collaborate with IT and partners for system development and validation.
* Recruit, train, and develop Service Delivery teams.
* with the Compliance Manager on KPI tools and audits.
Ongoing Operational Duties
* Oversee the central helpdesk operations to ensure continuous, efficient, and high‑quality service delivery across a 24/7 operation.
* Act as the primary point of contact for escalations and complex service delivery issues, ensuring timely resolution and maintaining service standards.
* Recruit, train, and develop helpdesk staff. Manage scheduling and rosters to ensure optimal coverage, balancing customer service levels with wage costs.
* Manage and maintain technical systems and hardware necessary for helpdesk operations, including QFM, Cisco, and CGA systems.
* Analyse work order and call data to generate performance reports. Maintain accurate records and ensure compliance with reporting requirements.
* Conduct regular compliance checks and audits to ensure adherence to operational standards and regulatory requirements. Manage BCP requirements and implement contingency strategies.
* Collaborate with facilities management to address and resolve maintenance and operational issues, ensuring a seamless integration of helpdesk functions with overall facilities operations.
THE PERSON:
* Facilities management or other large scale operations Customer Service or Contact Centre experience - essential.
* Strong understanding of hospital and helpdesk operations and computerised help desk systems - desirable
* Excellent communication skills with a flexible approach and attitude.
* Must always foster customer service excellence.
* Ability to drive, lead, motivate & inspire a team across a 24/7 roster.
THE BENEFITS
* Competitive salary and career growth opportunities.
* Supportive work environment with flexible arrangements.
* Be part of an impactful team in a significant project and operation!
* Multitude of salary packaging options available.
* 12 weeks paid parental leave for primary carers.
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