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Team Leader - Digital Service Centre
Fortitude Valley
eHealth Queensland are excited to welcome applications for a Team Leader to join our Enterprise Technology Services branch! eHealth Queensland is one of the largest ICT operations in the state. Our focus is delivering integrated digital technology strategy, solutions and services across the public health system in Queensland. The Enterprise Technology Services Branch works to ensure Queensland Health has highly secure, stable and cost effective ICT systems and infrastructure to enable the provision of the best possible level of healthcare. We are passionate about advancing healthcare through digital innovation and, through collaboration with our customers and partners, implement improvements and better ways of doing things to improve patient care, while continuing the ongoing maintenance and upgrading of existing infrastructure and systems.
Job details
| Position status | Permanent |
|---|---|
| Position type | Full-time |
| Occupational group | Administration |
| Classification | AO6 |
| Workplace Location | Brisbane Inner City |
| Job ad reference | QLD/EHQ688373 |
| Closing date | 04-Aug-2026 |
| Job duration | |
| Contact person | Summer Stevens |
| Contact details | (07) 3542 2662 Access the National Relay Service |
About the role:
As a Team Leader, you will lead and manage the day to day operations, system support services and project implementations of the Digital Service Centre to ensure the delivery of high level quality service support for ICT services within Queensland Health. You will engage proactively, professionally and regularly with the Queensland Health customer base and provide timely, accurate and high-quality information that supports clinical and customer service delivery, process improvement and decision-making.
Key responsibilities include:
- Real time management and coordination of service desk resources to meet service support demands in alignment to defined quality management and service delivery KPIs, with a priority to supporting timely clinical response and resolution times, including delegation to authorise the provision of overtime, on-call and recall of team members.
- Lead, supervise, coach and mentor team members to meet the objectives and goals of the Branch by effectively developing, implementing, and managing to successful completion performance improvement plans, career succession plans, training and development of team members in line with contemporary human resource frameworks to maximise the quality of service delivered to customers.
- As Administrators, manage and maintain significant knowledge of system administration, system access, security activities, report generation and service improvements for traditional automatic call distribution and cloud-based call centre system, Amazon Web Service (AWS) which is crucial for the daily support and delivery of clinical services.
- Partnering and providing expert business recommendations and advice to project teams, stakeholders, service owners and customers for the creation of business cases, capacity plans, support models and workflows to ensure high levels of customer support is created and maintained, ensuring strong customer advocacy and alignment to ITIL and best practice Service Management processes.
- Exercise accountability and decision making through observation, research and trend analysis to support Problem Management, Continuous Improvement activities and the Digital Service Centre's ‘Channels Strategy' to maximise customer service outcomes, organisational and branch priorities.
About you:
- Competitive salaries
- 17.5% leave loading
- Employee wellbeing programs
- Career development opportunities
Our commitment to equity, diversity and inclusion
At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds.
Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions.
Ready to apply?
For further information on how to apply please review the attached Role Description.
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
Applications will remain current for a period of up to 12 months and may be considered for other vacancies which may include an alternative employment basis such as temporary, full time or part time.
Documents
Before applying for this vacancy please ensure you read the documents below.
