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FM Helpdesk Assistant Manager
Req ID: 7711
Posting Start Date: 05/07/2026
Advertisement End Date: 27/07/2026
Work Location: Multiple Locations of The Royal Melbourne Hospital
The Royal Melbourne Hospital is one of Australia’s leading public healthcare providers.
Support the effective delivery of a responsive, high-quality facilities helpdesk service across Royal Melbourne Hospital!
Job Description:
Why Join RMH?
Full-time, Fixed term until March 2028 | 80 hours per fortnight
Close to public transport in the Parkville Precinct
Career progression opportunities to suit your professional development goals.
About the role
The FM Helpdesk Assistant Manager supports the FM Helpdesk Manager in the effective delivery of a responsive, high-quality facilities helpdesk service across the organisation. This role provides operational oversight of day-to-day helpdesk activities, ensuring incidents and service requests are appropriately logged, prioritised, and resolved within agreed timeframes, in line with service standards and organisational expectations.
Working as part of a collaborative facilities team, the Assistant Manager supervises, supports, and develops helpdesk staff, fostering a culture of accountability, continuous improvement, and excellent customer service.
The Assistant Manager contributes to a safe, respectful, and psychologically safe workplace culture, aligned with RMH values and commitments to staff wellbeing and inclusion.
Key Accountabilities
Oversee day-to-day Facilities Management Helpdesk operations, ensuring timely logging, triage, allocation, and resolution of service requests and incidents
Coordinate staffing, rosters, on-call coverage, leave management, and payroll administration using systems such as RosterON
Support recruitment, onboarding, and orientation processes to ensure a consistent and well-supported employee experience
Maintain accurate workforce records, including position descriptions, organisational charts, and employee documentation
Allocate and prioritise work to internal teams and external vendors, ensuring effective service delivery and communication
Monitor helpdesk performance, generate reports, and track KPIs including response times, volumes, and service outcomes
Contribute to process improvement by developing workflows, manuals, and ensuring CAFM system integrity and accuracy
Foster a psychologically safe, high-performing team culture while supporting training, development, risk, and incident management
About You
Proven experience in a customer service or helpdesk environment, with strong administrative and organisational capability
Demonstrated leadership experience, including supervision, mentoring, and development of staff within a team setting
Strong ability to manage competing priorities, meet deadlines, and maintain accuracy and attention to detail under pressure
Excellent communication and interpersonal skills, with the ability to work effectively both independently and as part of a multidisciplinary team
Experience in coordinating workflows, rostering, or operational support functions within a busy service environment
Commitment to delivering high-quality service outcomes and fostering a positive, collaborative, and respectful workplace culture
Benefits of Working at RMH
Join a values-based organisation offering great opportunities for career diversity and professional development, including training and research opportunities, as well as access to mentorship and leadership programs.
Access to comprehensive health and wellbeing programs, including Employee Assistance and Fitness Passport.
Up to $12,000 tax free earnings with salary packaging options.
Generous leave entitlements – five weeks annual leave per year (pro-rata for part time), additional monthly paid day off for full time staff.
Central Parkville location – onsite car parking options, easily accessible via public transport.
Posit ion Description
Click to review the full job description
Interested?
Click Apply to submit your application, please include a cover letter and resume.
Our Commitment
We acknowledge the Traditional Owners of the lands on which we work and are committed to a culturally safe environment for Aboriginal and Torres Strait Islander peoples.
RMH is a child safe organisation, committed to upholding the rights, safety, and wellbeing of children and young people in line with the Child Safe Standards.
As a leader in healthcare, we are dedicated to fostering a culture of equity, inclusion, and belonging. We encourage people of all backgrounds, identities, and abilities to apply and will provide adjustments to support equitable participation.
Interviews may commence as applications are received. Early applications are encouraged as the role may close once filled.
Name and Contact: Nathanael Sneddon 9342 8222
All appointments are made subject to a satisfactory Criminal History Record Check and satisfactory Working With Children Check.
The RMH is committed to creating a culturally safe environment as a collective responsibility. We draw on our principles of self-determination, equity, accountability, and shared learning to create a culturally responsive health system that challenges how we strive for continuous quality improvement to meet the expectations of the communities and patients we serve.
RMH is a child safe organisation, committed to upholding the rights, safety, and wellbeing of children and young people in line with the Child Safe Standards .
As a leader in healthcare, we recognise the need to foster a culture of equity, inclusion, and belonging. We encourage people of all backgrounds, identities, and abilities to apply, and will provide adjustments to support equitable participation.
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