VIC Field Engineers Team Leader

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Job Description: The VIC Field Engineer Team Leader plays a critical leadership and operational role, responsible for leading a local team of field engineers across Victoria. This hands-on role involves delivering high-quality on-site and remote technical support while ensuring consistent and reliable field services across St Vincent's facilities. The Team Leader coordinates site visits, rostering, leave, team training, workload allocation, and contingent workforce support. They will identify resource gaps, initiate sourcing and onboarding of contingent workers for project or peak workload coverage, and oversee their day-to-day delivery and safe offboarding. As a working technical lead, they remain "on the tools", actively working as a senior technician, providing support for end user devices, printers, mobile devices, telephony, and network or infrastructure issues. This role acts as a key escalation point for urgent technical issues, including after-hours incidents. They are the first responder for emergency technology support outside of Service Desk hours (weekday 5pm-7am and weekends). The Team Leader is responsible for guiding their team's development, onboarding, performance reviews, and service improvement initiatives. This is a highly visible customer-facing role requiring technical credibility, strong people skills, and the ability to coordinate and lead under pressure in a clinical 24/7 environment. LEADERSHIP & ACCOUNTABILITY Coordinate daily activities and priorities of the *State* Field Engineering team Actively provide second-level technical support (onsite and remote) Lead team rostering, timecards, out-of-hours/on-call scheduling and coverage Escalate and own major incidents after-hours until resolution or handover Foster a high-performing, accountable, safety-conscious field support culture Identify, onboard, and oversee contingent workers to support project or overflow work PEOPLE LEADERSHIP & DEVELOPMENT Mentor, coach, and train junior engineers across clinical and corporate site support Conduct performance reviews and identify development opportunities Lead team engagement and cross-training initiatives across field support areas Supports recruitment, onboarding, and performance documentation for direct reports and contingent staff. SERVICE DELIVERY & TECHNICAL SCOPE Support desktop PCs, laptops, mobile devices, printers, telephony, A/V and conferencing peripherals Deliver and support field activities for network, rack equipment, patching, UPS, cabling, site escorts Provide remote hands support for infrastructure teams and third-party MSPs Maintain availability of spare parts, replacement devices, and onsite tools Coordinate on-call coverage, incident follow-up, and root cause contribution Ensure field incidents, problems and changes are logged, classified and progressed OPERATIONS AND PLANNING Participate in projects as required, including equipment rollouts and site setup Contribute to team scheduling, training plans, and technology readiness assessments Document solutions, share knowledge, and maintain asset and configuration data Monitor and report on KPIs including resolution time, site satisfaction, and ticket backlog STAKEHOLDER & RELATIONSHIP MANAGEMENT Act as the primary contact for clinical and corporate stakeholders at *State* facilities Liaise with vendors and MSPs to resolve site issues and coordinate planned works Build effective working relationships with Site Executives, Nursing and Facility Teams INNOVATION AND IMPROVEMENT Identify improvement opportunities in workflows, tools, and asset utilisation Contribute to field service uplift planning and service maturity activities Share insights into recurring issues or high-impact service areas INCIDENT MANAGEMENT Acts as Incident Management Lead (IML) during rostered periods, ensuring high-priority technical disruptions are managed with urgency and clinical awareness. Coordinates real-time incident response and communication with stakeholders. ON-CALL & CLINICAL TECH RESPONSIBILITIES Serve as first escalation point for after-hours emergency support. Respond to life-critical system disruptions with clinical awareness and urgency. Participate in the national on-call roster and marquee events. Experience, Knowledge, Skills, Abilities, Personal Attributes Essential Minimum 5 years' experience in desktop, infrastructure, or field engineering support Demonstrated experience leading or coordinating site-based technical support teams Excellent troubleshooting skills across desktop, peripheral, and network hardware Confident providing high-quality customer support in a healthcare or mission-critical setting Proven experience supporting Windows devices, mobile platforms, and basic infrastructure tasks Demonstrated ability to manage competing priorities and coordinate distributed teams Experience overseeing third-party vendors or contingent workers Strong verbal and written communication skills Demonstrated capability to support 2

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