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OverviewPermanent, full-time opportunity; On-site role.The Opportunity to lead a high-impact 24/7 serviceSerco is a place where you can growJoin a team of 10,000+ professionals across Asia Pacific (APAC) and lead frontline ICT support within one of Australias most complex healthcare environments at Fiona Stanley Hospital.We offer lots of headroom for you to grow and flexible benefits to suit you at every stage of your life and career, including:A supportive, inclusive and values-led cultureAccess to training, mentoring, and leadership programsAccess to Employee Assistance Program (EAP) and wellbeing initiativesA role where your leadership directly supports essential public servicesMake an impact at SercoAs the ICT Service Desk Manager, youll ensure the Service Desk operates as a trusted first point of contact, providing timely, customerfocused and clinically aware Level 1 support for critical hospital ICT services that underpin 24/7 hospital operations. Youll lead a servicedriven and resolutionfocused team that engages positively, respectfully and confidently with hospital staff, building deep understanding of clinical services beyond ICT and demonstrating genuine appreciation for the criticality of both the services provided and the time of those who rely on them.Youll be accountable for Service Desk performance and service outcomes, embedding disciplined service management practices while ensuring strong alignment with ITIL frameworks, contractual KPIs and the operational demands of a live hospital environment.As a Service Desk Manager, youll make a positive impact by:Leading the 24/7 ICT Service Desk to deliver a trusted, highquality customer experienceCoaching, mentoring and developing Service Desk analysts to provide positive, efficient and resolutionfocused supportStrengthening relationships with clinical users, operational teams and ICT partnersManaging incidents, escalation and communication pathways to ensure timely, effective resolutionSupporting Major Incident response and participating in the oncall rosterMonitoring workload, queue health and priority incidents in real time to maintain service responsivenessDriving service excellence aligned to ITIL frameworksDelivering clear reporting across SLA performance, root cause trends and customer experienceContributing to incremental service improvements and quality assuranceEnsuring the Service Desk is prepared for upgrades, releases and operational changeSerco is a place for youWe are looking for a leader who brings more than technical capability someone who genuinely understands what it takes to run a high-pressure, customer-critical service.Youll be a great fit if you:Have proven experience leading a 24/7 ICT Service Desk in a live environmentConfidently lead within an ITIL-aligned framework, balancing structure and pragmatismSuccessfully manage service performance, team engagement, and improvement togetherNaturally champion customer experience and advocate for usersMake decisions with the customer impact front of mindAre a visible, energetic leader who builds trust and accountabilityGrow team capability, confidence, and retention through supportive leadershipCommunicate clearly with both technical and non-technical stakeholdersProvide concise, evidence-based reporting that informs decision-makingConnect Service Desk performance to SLAs, KPIs, and organisational outcomesProactively identify and drive meaningful service improvementsLead with empathy, clarity, and accountability especially during incidents or changeAre you ready to do important work that really matters?At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the worlds most urgent and complex challenges.We serve governments across Australia and New Zealand across Health, Defence, Maritime, Justice, and Community Services.We seek and celebrate diversity and encourage applications from all backgrounds and cultures. By joining Serco, youll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging. #J-18808-Ljbffr