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.

Position 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.