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Operations Specialist, Technical Customer Support
Fortitude Valley
Digital Metro North is seeking an experienced Operations Specialist to provide high-level technical expertise in the maintenance and support of Information and Communication Technology (ICT) services across a diverse range of systems and platforms. You will lead a technical support team, manage operational priorities, coordinate workloads, and deliver high-quality desktop, audiovisual (AV) and ICT support services in a complex, customer-focused environment. You will also provide specialist support for device logistics and configuration, software deployment, connectivity, device testing and technical documentation. Working collaboratively with stakeholders and technical teams, you will help deliver reliable, secure and innovative digital services that support Metro North Health's clinicians, patients and broader health service.
Job details
| Position status | Permanent |
|---|---|
| Position type | Flexible full-time |
| Occupational group | IT & Telecommunications |
| Classification | AO6 |
| Workplace Location | Brisbane - North |
| Job ad reference | QLD/DMN686881 |
| Closing date | 14-Jul-2026 |
| Job duration | |
| Contact person | Sal Tuigamala |
| Contact details | (07) 35426 618 Access the National Relay Service |
Digital Metro North (DMN) works collaboratively with clinical leads and end users across Metro North Health to deliver the Digital Metro North Strategy 2018-32. The strategy aims to ultimately deliver an integrated digital hospital and healthcare environment across Metro North by 2032. Over the coming years, significant capital works are being undertaken, including hospital construction and refurbishment and the implementation of the ieMR Advanced solution across all Metro North facilities. Achieving the aims of the strategy requires a dedicated team with the knowledge, determination, and skills to deliver quality results.
About the Role
Reporting to the Manager, Technical Customer Support this role will provide high level technical expertise in the maintenance and support of digital and Information Communication and Technology (ICT) services for diverse systems and platforms, ensuring that Digital Metro North (DMN) meets the needs of Metro North Health. The ideal candidate will also provide customer focused, high level specialist technical expertise in the maintenance and support of device logistics and configuration, software device configuration and connectivity, device testing, and documentation ensuring that Digital Metro North (DMN) services meet the needs of Metro North Health.
- Mandatory - Possession of a current Queensland “C” class driver's licence as this role involves travel between Metro North Health facilities.
Key knowledge and experience
The ideal applicant will be able to demonstrate the following:
- Demonstrated ability to lead the day-to-day operational delivery of a technical support team by coordinating workloads, monitoring service queues, and ensuring the consistent provision of high quality desktop, audiovisual (AV) and support services in a complex operational environment.
- Highly developed ability to act as second in charge within a technical support environment by supporting the Manager through delegated leadership responsibilities, making sound operational decisions in their absence, and ensuring continuity of service delivery, effective communication, and positive stakeholder engagement.
- Proven capability to lead team performance by monitoring service delivery and workload distribution, identifying and addressing workflow bottlenecks, providing guidance and support to staff in resolving complex issues, and ensuring service levels, key performance indicators (KPI's) and customer expectations are consistently achieved.
- Well developed skills in providing coaching, mentoring, and leadership to a team by delivering technical guidance, constructive feedback, and development opportunities that build individual capability, support professional growth, and foster a positive, collaborative, and high-performing team culture.
- Experience in leading the resolution of high‑priority incidents and operational issues by coordinating resources, engaging stakeholders, and ensuring timely communication and remediation.
- Ability to follow ITIL processes in a complex digital environment and follow Metro North Health policies and digital governance requirements through consistent application of change, incident and problem management practices.
Find out about the role in more detail and how to apply in the attached Role Description.
Benefits when working for us
- Value driven organisation which provides a work environment that is safe, satisfying, flexible, and promotes a healthy work-life balance.
- Benefit from a higher than standard employer contribution to Superannuation of up to 12.75% and access to salary packaging.
- You can find out more about why it's so great to work at Metro North here: https://metronorth.health.qld.gov.au/careers
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
Applicants are to apply online. Applications received via Third Parties will not be accepted.
Documents
Before applying for this vacancy please ensure you read the documents below.
