IT Service Desk Manager

Location: Sydney / Melbourne
Role type: Full time

About I-MED

I-MED Radiology Network is a global leader and ANZ's largest, privately owned radiology network. The work we do every day is at the core of providing quality medical imaging services to patients across our 270 clinics. When you work for I-MED, you form part of a critical supply chain that supports emergency departments, obstetrics, oncology clinics, and we deliver over 6.5 million patient procedures annually.

Backed by global private equity, today we are a $1.2B business with additional joint venture partnerships, including a global leader in Artificial Intelligence technology for Radiology.

I-MED Benefits

Enjoy a range of exclusive benefits, including discounted private health insurance, salary packaging options, access to Fitness Passport, lifestyle and travel discounts, access to I-MED services for you and your family, as well as comprehensive employee assistance and wellbeing programs.

About the Role

Reporting to the Head of IT Operations, you'll ensure efficient, high-quality service delivery while driving ITIL-based process maturity, performance, and continuous improvement. This role is key to maintaining strong stakeholder engagement and service excellence across a healthcare environment that operates 24 hours a day, 7 days a week.

Key Responsibilities

• Lead the Service Desk team delivering 1st and 2nd level support
• Manage incident, request, problem and major incident processes (ITIL-based)
• Support and optimise IT service delivery across a 24/7 healthcare operation
• Ensure KPIs are met including response times and backlog targets
• Drive continuous improvement and service optimisation
• Lead workforce planning, capability development and team performance

About You

• Experience leading IT Service Desk or support teams
• Strong ITIL and service management knowledge
• Experience with incident, problem and change management
• Strong leadership, communication and stakeholder skills
• Focus on service improvement and team performance
• Healthcare industry experience is highly desirable

Why I-MED?

• Lead a key IT function in a national healthcare network
• Drive service excellence at scale
• Work in a collaborative, purpose-driven organisation
• Develop a high-performing team
• Make an impact on clinicians and patients across Australia

Apply now to help shape IT service delivery at I-MED Radiology Network

With over 240 clinics nationally, I-MED Radiology is Australia's largest private diagnostic imaging network offering a comprehensive range of services including CT, MRI, ultrasound, general x-ray, Nuclear Medicine, and a commitment to exceptional standards of patient care.

Our vision is to be the most respected and trusted medical imaging specialists in the world. Our purpose is to help save lives and reduce uncertainty.