Team Lead - IT Communications Support

Monash Health is a great place to work

Monash Health is Victoria’s largest and most comprehensive health service. For more than 170 years, Monash Health and its predecessors have provided safe, high-quality healthcare and service for people at every life stage. With 25,500 employees, we provide care across south-eastern metropolitan Melbourne and rural Victoria from over 40 locations; via telehealth, within local communities and in people’s homes.

To see first-hand what our colleagues think about working here, take a look at the following short videos: monashhealth.org/careers.

About the Role 

Information Technology at Monash Health supports a wide range of Information and Communication Technology (ICT) services and equipment throughout Monash Health. Reporting to the Service Delivery Manager, the IT Communications Support Team Lead is responsible for the operational leadership of telecommunications, hardware and software support across Monash Health in providing the delivery of end point infrastructure and applications and the handling of operational queries from staff across Monash Health. The IT Communications Support team is a customer focused team and is required to work closely with both clinical and administrative teams to ensure the best possible outcomes for Monash Health clients and patients. This position will be based in Clayton but may also be required to work across all Monash Health sites. Ability to work a rotating On-call Level 1 roster as required. The position is full time ongoing.    

Key result areas:  

• Schedule, conduct and document weekly Team meetings. 

• Attend IT Leadership meetings on behalf of IT Communications Support team. 

• Report any issues which may materially impact the Team, Department or Business to IT Leadership. 

• Superior customer service skills. 

• Call management – opening, logging, tracking and closing jobs. 

• Maintain relevant IT Communication databases. 

• Billing and financial recovery relating to IT Communications. 

• Manage attendance, overtime and time-card approval and lodgement. 

• Roster and approve leave requests as required, while ensuring adequate coverage for all business functions. 

• Respond to escalations and prioritise them for a speedy resolution. 

• Program mobiles and pagers with the Monash Health standard configuration. 

• Organise new services and service requirements to equipment under and out of warranty. 

• Management of IT Communication stock levels. 

• Produce monthly reports and spreadsheets on team/service statistics (as required). 

• Maintain and adhere to operational procedures and complete appropriate support documentation when procedures change. 

• Organise cost estimates to customers for installation of equipment. 

• Develop and maintain strong relationships with internal and external customers. 

• Provide internal skills training and cross-training across the Team 

• Encourage and ensure compliance with company-based training via Latte.  

• Participate in the IT On Call roster (as required). 

• Observe safe working practices and as far as you are able, protect your own and others’ health and safety. 

• Complete all necessary personal training and professional development requirements. 

• Other relevant duties as assigned from time to time. 

About You 

Qualifications/registrations/licences (italics indicate desirable):

• Tertiary and/or Industry Qualifications in Information Technology 

• Industry Certifications relating to service delivery methodologies (such as ITIL)  

Technical skills/knowledge/experience:

• Strong analytical trouble shooting skills. 

• Ability to resolve system faults relating to Level 1 technologies. 

• Excellent verbal/written communication and documentation skills. 

• Excellent customer service skills. 

• Exposure to device configuration/provisioning including mobile and/or paging devices. 

• Knowledge of ITIL standards. 

• Ability to foster working relationships and contribute to positive team culture 

• Ability to work within deadlines. 

• Ability to work unsupervised. 

• Excellent time and personnel management skills. 

• Exposure to service, stock and/or financial reporting 

What We Offer: 

• Salary packaging  

• On-site fitness centre 

• Hybrid Working Environment 

• On-site subsidised car parking 

• Monthly ADO’s (available for full-time employees) 

• Free lifestyle management seminars (superannuation, retirement, etc.) 

• Access to salary packaging, private health insurance and industry banking at competitive rates. 

For a confidential discussion and to explore the opportunity further, please call Joseph Roberts - Service Delivery Manager on 0488 269 797.

Position Description can be found here

We recognise the value of equal employment opportunity. We are committed to patient safety, promoting fairness, equity and diversity in the workplace and to Child Safe Standards. At Monash Health we are relentless in our pursuit of excellence and work to our six guiding principles and our five ICare values. To learn more about our organisation visit monashhealth.org.

How to Apply

Applications are accepted via the Monash Health online EHub system. For information including how to apply and probity check requirements, please click here for the ‘Application Guide’

Applications will be screened upon receipt and selection activity may commence prior to the closing date. 

Applications close 7th November 2024.