Level 3 Help Desk Lead

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 tea