Level 3 Help Desk Lead

About the role

We are looking for an IT Service Desk Lead / Senior Systems Support Engineer to act as the senior technical authority for a growing Australian healthcare services organisation. The role blends advanced Level 3 troubleshooting with process leadership, framework development, documentation, and team mentoring.

Key responsibilities

• Lead the support team, providing escalation handling and technical guidance.
• Design, implement and continuously improve ITIL‑based Incident, Problem, Change and Service Request processes.
• Develop and align ISO 27001 policies, controls and documentation.
• Create and maintain SOPs, knowledge‑base articles and technical documentation.
• Drive continuous‑improvement initiatives and mentor junior engineers.
• Collaborate with stakeholders to ensure service quality and compliance.

Required profile

• 7+ years in Level 2/Level 3 support, desktop engineering or infrastructure roles.
• Minimum 2 years acting as a senior escalation point or service‑desk leader.
• Proven experience mentoring technical teams and managing stakeholder relationships.
• Strong analytical, problem‑solving and autonomous work capabilities.

Required skills

• Microsoft 365 (Exchange Online, Teams, SharePoint)
• Azure Active Directory (Entra ID) and Active Directory/Group Policy
• Intune / Microsoft Endpoint Manager
• Windows OS and macOS support
• Remote support tools and VPN technologies
• PowerShell or other scripting for automation
• Familiarity with SCCM, VDI, backup and security solutions
• Experience with PSA/RMM platforms such as ConnectWise or Kaseya