Helpdesk & Comms Team Leader

Helpdesk & Communications Team Leader

Serco is a place where you can grow

Your impact makes a meaningful difference, and we're committed to supporting your professional and personal goals.

You’ll also have access to flexible benefits designed to support your wellbeing and growth, including:

• 24/7 leadership role in a state-of-the-art hospital

• Career development in a government-backed contract

• Supportive, values-led team culture

• Access to wellbeing and employee support programs

• Training and professional development opportunities

• Inclusive workplace with strong diversity networks

Make an impact at Serco

Fiona Stanley Hospital is one of Western Australia’s leading teaching hospitals, delivering comprehensive clinical services supported by advanced technology. As the single point of contact for internal and external stakeholders, the Helpdesk and Communications team plays a vital role in connecting people to the services they need. In this leadership role, you’ll guide a 24/7 team to deliver consistent, high-quality service while achieving key performance outcomes. You’ll work collaboratively across Facility Management Services to ensure a seamless and customer-focused experience for hospital users.

As a Helpdesk & Communications Team Leader in the Contract Support team, you’ll make a positive impact by:

• Ensuring service adherence in line with all standards and procedures, enacting contingency plans as needed to ensure continuit of hospital operations

• Leading day-to-day Helpdesk and Communications operations

• Supervising, mentoring and supporting team members on shift

• Ensuring service requests are raised, assigned and managed effectively

• Monitoring performance and driving KPI achievement

• Resolving queries, complaints and escalations with care and urgency

• Collaborating with FM service lines to deliver seamless service

Serco is a place for you

You could be a great fit if you have:

• Experience leading teams in a customer-focused environment

• Background in helpdesk, service desk or call centre operations

• Strong communication skills and a calm, solutions-focused approach

• Ability to prioritise competing demands in a fast-paced setting

• Experience working within KPI-driven service delivery models

• Understanding of healthcare service environments (desirable)

In joining us, you’ll be part of a highly supportive culture with trusted leaders who will help you achieve your goals. Here, you’ll appreciate a flexible approach to work-life that comes with working at a company with long-term government-backed contracts.

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 focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia and New Zealand and offers unique opportunities to leverage your skills across our core capabilities in Health, Defence, Maritime, Justice, Immigration, and Community Services.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability.

By joining Serco you’ll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.

Impact a better future at Serco.