Company
Healthcare
Level3HelpDeskLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Level 3 Help Desk Lead. Skills: IT Service Desk, Systems Support, ITIL, ISO 27001. Act as final escalation point. Ensure timely resolution of incidents”
What You'll Achieve.
Uplift capability of support team; Strengthen operational maturity; Develop high-performing support environment
Industry & Context.
Advanced troubleshooting; Root cause analysis; Analytical; Problem-solving
What They're Looking For.
Must Have
7+ years of experience, Minimum 2 years of experience as senior escalation point or service desk leader, Advanced troubleshooting experience across Windows, desktop, network, cloud, and endpoint environments, Experience with Microsoft 365, Experience with Azure Active Directory, Experience with Intune / Microsoft Endpoint Manager, Experience with Active Directory and Group Policy, Experience with Windows OS and macOS, Experience with Remote support tools and VPN technologies, Experience with PowerShell or scripting for automation
Nice to Have
Exposure to SCCM, Exposure to VDI environments, Exposure to backup solutions, Exposure to security tools, Familiarity with PSA/RMM platforms
What You'll Do.
Act as final escalation point
Ensure timely resolution of incidents
Perform advanced troubleshooting
Coordinate with vendors and stakeholders
Design and implement ITIL processes
Develop and maintain ISO 27001 frameworks
Establish operational standards and governance
Drive service maturity initiatives
Create and maintain Standard Operating Procedures
Create and maintain technical standards
Create and maintain knowledge articles
Promote documentation best practices
Mentor and coach support team members
Provide guidance and training
Foster a culture of learning
Support framework adoption
Manage and maintain Microsoft 365
Manage and maintain Azure
Manage endpoint platforms
Manage device environments
Identify automation opportunities
Streamline repetitive tasks
Continuously improve user experience
Continuously improve system stability
Continuously improve service performance
How You'll Work.
Team & Collaboration
Stakeholder management; Cross-functional teams
Communication Scope
Stakeholder management; Documentation; Knowledge sharing
Process & Methodology
Process leadership, Framework development, Continuous improvement
Full Job Description
## Description 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 Procedu
Applying for this Level 3 Help Desk Lead role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Lever
- Lever uses a streamlined one-page form — apply in under 5 minutes.
- LinkedIn import works well; review parsed data before submitting.
- The cover letter field is optional but visible to reviewers — use it to differentiate.
- Referral codes from employees can significantly boost visibility of your application.
ANONYMOUS · UNFILTERED
What do employees actually say about this company?
Real rants from real employees. Read before you apply.