Help Desk Lead

Dijital Team

IT Service Desk Lead overseeing technical excellence for an Australian healthcare organization. Driving continuous improvement, mentoring teams, and implementing ITIL standards.

Posted 6/10/2026full-timeRemote • 🇱🇰 Sri LankaSeniorWebsite

Tech Stack

Tools & technologies

AzureCloudMacOS

About the role

Key responsibilities & impact

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.
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.
Create and maintain comprehensive Standard Operating Procedures (SOPs), technical standards, and knowledge articles.
Mentor and coach support team members on technical best practices and operational processes.
Manage and maintain Microsoft 365, Azure, endpoint management platforms, and device environments.
Identify opportunities for automation and operational efficiencies.

Requirements

What you’ll need

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.
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.
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.
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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

advanced troubleshootingroot cause analysisITIL processesISO 27001 frameworksStandard Operating Procedures (SOPs)automation scriptingPowerShellWindows OSmacOSnetwork troubleshooting

Soft Skills

stakeholder managementcommunication skillsmentoringcoachinganalytical abilitiesproblem-solvingproactive mindsetownership-drivenautonomous workinitiative driving