Location: Fiona Stanley Hospital, Murdoch, Perth
Permanent, full-time opportunity; On-site role.
The Opportunity to lead a high-impact 24/7 service

Serco is a place where you can grow

Join a team of 10,000+ professionals across Asia Pacific (APAC) and lead frontline ICT support within one of Australia’s 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 culture
Access to training, mentoring, and leadership programs
Access to Employee Assistance Program (EAP) and wellbeing initiatives
A role where your leadership directly supports essential public services

Make an impact at Serco

As the ICT Service Desk Manager, you’ll ensure the Service Desk operates as a trusted first point of contact, providing timely, customer‑focused and clinically aware Level 1 support for critical hospital ICT services that underpin 24/7 hospital operations. You’ll lead a service‑driven and resolution‑focused 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.

You’ll 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, you’ll make a positive impact by:

Leading the 24/7 ICT Service Desk to deliver a trusted, high‑quality customer experience
Coaching, mentoring and developing Service Desk analysts to provide positive, efficient and resolution‑focused support
Strengthening relationships with clinical users, operational teams and ICT partners
Managing incidents, escalation and communication pathways to ensure timely, effective resolution
Supporting Major Incident response and participating in the on‑call roster
Monitoring workload, queue health and priority incidents in real time to maintain service responsiveness
Driving service excellence aligned to ITIL frameworks
Delivering clear reporting across SLA performance, root cause trends and customer experience
Contributing to incremental service improvements and quality assurance
Ensuring the Service Desk is prepared for upgrades, releases and operational change

Serco is a place for you

We 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.

You’ll be a great fit if you:

Have proven experience leading a 24/7 ICT Service Desk in a live environment
Confidently lead within an ITIL-aligned framework, balancing structure and pragmatism
Successfully manage service performance, team engagement, and improvement together
Naturally champion customer experience and advocate for users
Make decisions with the customer impact front of mind
Are a visible, energetic leader who builds trust and accountability
Grow team capability, confidence, and retention through supportive leadership
Communicate clearly with both technical and non-technical stakeholders
Provide concise, evidence-based reporting that informs decision-making
Connect Service Desk performance to SLAs, KPIs, and organisational outcomes
Proactively identify and drive meaningful service improvements
Lead with empathy, clarity, and accountability — especially during incidents or change

Are 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 world’s 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, you’ll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.