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.
• Work 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.