Level 3 Help Desk Lead

About the Role

We are seeking an IT Service Desk Lead / Senior Systems Support Engineer to join a growing organization where you will serve as the senior technical authority and champion operational excellence. This role goes beyond traditional Level 3 support, combining advanced technical troubleshooting with process leadership, framework development, documentation, and team mentoring.

You will play a key role in establishing best practices, introducing ITIL and ISO 27001-aligned frameworks, creating standard operating procedures, and uplifting the capability of the support team. This position is ideal for an experienced senior engineer or service desk leader who enjoys building structure, driving continuous improvement, and coaching others while remaining hands-on.

About the Client

You will be working with a well-established Australian healthcare services organization committed to delivering high-quality support and exceptional outcomes. The business values integrity, collaboration, and continuous improvement, and is seeking a senior technology professional who can strengthen operational maturity, introduce industry best practices, and help develop a high-performing support environment.

Ideal Profile

Leadership & Process Excellence

7+ years of experience across Level 2/Level 3 support, desktop engineering, or infrastructure support roles.

Minimum 2 years of experience acting as a senior escalation point or service desk leader.

Demonstrated experience mentoring technical teams and sharing best practices.

Strong stakeholder management and communication skills.

Ability to work autonomously and drive initiatives from concept to implementation.

Frameworks, Governance & Documentation

Proven experience developing and implementing ITIL processes including Incident, Problem, Change, and Service Request Management.

Hands-on experience creating or contributing to ISO 27001 frameworks, policies, and controls.

Strong experience writing Standard Operating Procedures (SOPs), technical documentation, and knowledge base articles.

Experience introducing governance standards and improving service maturity.

Strong understanding of continuous improvement methodologies.

Technical Expertise

Advanced troubleshooting experience across Windows, desktop, network, cloud, and endpoint environments.

Strong experience with:

• Microsoft 365 (Exchange Online, Teams, SharePoint)
• Azure Active Directory (Entra ID)
• Intune / Microsoft Endpoint Manager
• Active Directory and Group Policy
• Windows OS and macOS
• Remote support tools and VPN technologies

Experience with PowerShell or scripting for automation.

Exposure to SCCM, VDI environments, backup solutions, and security tools is advantageous.

Familiarity with PSA/RMM platforms such as ConnectWise or Kaseya is desirable.

Personal Attributes

Passion for building structure and improving ways of working.

Enjoys coaching and developing others.

Strong analytical and problem-solving abilities.

Proactive, ownership-driven mindset.

Comfortable working in a smaller environment where impact and visibility are high.

Responsibilities

• Service Delivery & Technical Leadership
• Act as the final escalation point for complex technical issues across desktop, cloud, endpoint, and infrastructure environments.
• Ensure timely resolution of high-priority incidents while maintaining service quality.
• Perform advanced troubleshooting and root cause analysis to reduce recurring issues.
• Coordinate with vendors and stakeholders to ensure reliable IT operations.
• Framework Development & Governance
• Design and implement ITIL-aligned service management processes including incident, problem, change, and request management.
• Develop and maintain ISO 27001-aligned frameworks, policies, and controls.
• Establish and continuously improve operational standards and governance practices.
• Drive service maturity and process optimization initiatives.
• Documentation & Knowledge Management
• Create and maintain comprehensive Standard Operating Procedures (SOPs), technical standards, and knowledge articles.
• Ensure documentation is consistent, scalable, and easily adopted by the wider team.
• Promote documentation best practices and knowledge sharing.
• Team Development & Mentoring
• Mentor and coach support team members on technical best practices and operational processes.
• Provide guidance and training to uplift team capability.
• Foster a culture of continuous learning and service excellence.
• Support the adoption of frameworks and standards across the organization.
• Systems Administration & Continuous Improvement
• Manage and maintain Microsoft 365, Azure, endpoint management platforms, and device environments.
• Identify opportunities for automation and operational efficiencies.
• Utilize PowerShell and scripting to streamline repetitive tasks.
• Continuously improve user experience, system stability, and service performance.
• How we take care of our team
• 💰 Get paid in Australian Dollars
• 🏥 Medical insurance from day one for you + spouse (or parents if unmarried)
• 🩺 Generous OPD coverage from doctor visits to all your medical needs
• 🏡 Home office setup allowance to build your ideal workspace
• 🌐 Internet allowance to keep you connected
• 💪 Gym & wellness allowance to stay fit and balanced
• 🎉 Work hard, play hard – regular team events & engagement activities
• 🧠 Diji Assist – Mental health & counseling support when you need it
• 📚 We invest in you – reimbursement for industry certifications
• 🗣️ Open-door culture – your ideas and feedback always matter
• 🌍 Flexible work – home or office, wherever you do your best work
• 🏆 Rewards & recognition that actually recognize you