Level 3 Help Desk Lead

📋 Description

• Act as the final escalation point for complex technical issues across desktop, cloud, endpoint, and
• 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.
• Design and implement ITIL-aligned service management processes including incident, problem, change
• Develop and maintain ISO 27001-aligned frameworks, policies, and controls.

🎯 Requirements

• 7+ years of experience across Level 2/Level 3 support, desktop engineering, or infrastructure
• 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.
• Proven experience developing and implementing ITIL processes including Incident, Problem, Change

🎁 Benefits

• 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