三级帮助台负责人
Level 3 Help Desk Lead
职位描述
我们正在寻找一位IT服务台主管/高级系统支持工程师加入一个快速发展的组织，您将作为高级技术权威，推动运营卓越。这个职位超越传统的三级支持，结合高级技术故障排除与流程领导、框架开发、文档编写和团队指导。
您将在建立最佳实践、引入与ITIL和ISO 27001对齐的框架、制定标准操作流程以及提升支持团队能力方面发挥关键作用。该职位适合一位有经验的高级工程师或服务台负责人，喜欢构建结构、推动持续改进，并在保持一线工作的同时指导他人。
客户简介
您将与一家知名的澳大利亚医疗保健服务组织合作，该组织致力于提供高质量的支持和卓越的结果。公司重视诚信、协作和持续改进，正在寻找一位高级技术专业人士，能够增强运营成熟度，引入行业最佳实践，并帮助打造高绩效的支持环境。
理想人选
领导力与流程卓越
- 在二级/三级支持、桌面工程或基础设施支持岗位上有7年以上经验。
- 至少2年担任高级支持点或服务台负责人的经验。
- 有指导技术团队并分享最佳实践的经验。
- 强大的利益相关者管理和沟通能力。
- 能够独立工作，并从概念到实施推动项目。
框架、治理与文档
- 有开发和实施ITIL流程（包括事件、问题、变更和服务请求管理）的实操经验。
- 有创建或参与ISO 27001框架、政策和控制措施的实际经验。
- 有编写标准操作流程（SOP）、技术文档和知识库文章的丰富经验。
- 有引入治理标准和提升服务成熟度的经验。
- 对持续改进方法有深刻理解。
技术专长
- 在Windows、桌面、网络、云和终端环境中有高级故障排除经验。
- 熟练使用：
- Microsoft 365（Exchange Online、Teams、SharePoint）
- Azure Active Directory（Entra ID）
- Intune / Microsoft Endpoint Manager
查看英文原文
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
🥳 Great christmas & financial year-end parties to unwind with your loved ones
By applying for this role, your contact details will be securely stored in our candidate database. If you're not selected for this role, our Talent Acquisition Team may contact you regarding future opportunities that match your , your email address will be automatically subscribed to our monthly newsletter, as well as special announcements such as upcoming webinars and events that we host. You may unsubscribe from these communications at any time by clicking the Unsubscribe link at the bottom of any of our emails.
Originally posted on Himalayas