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Level 3 Help Desk Lead

7 hours, 29 minutes ago
Sri Lanka
Full-time
Lead
Systems Administrator
DevOps and Infrastructure
Active Directory macOS PowerShell
Apply Now
Dijital Team

Dijital Team

Join Dijital Team, the globally recognized A-Team for IT Services. Explore our open positions and stay ahead in your career.

Internet Software & Services
11-50
Founded 2023
View All Jobs 17

Description

  • Act as the final escalation point for complex technical issues across desktop, cloud, endpoint, and infrastructure environments.
  • Resolve high-priority incidents in a timely manner while maintaining service quality.
  • Perform advanced troubleshooting and root cause analysis to reduce recurring issues.
  • Coordinate with vendors and internal stakeholders to support reliable IT operations.
  • Design and implement ITIL-aligned processes for incident, problem, change, and request management.
  • Develop and maintain ISO 27001-aligned frameworks, policies, and controls.
  • Create and maintain SOPs, technical standards, and knowledge base articles.
  • Mentor and coach support team members on technical best practices and operational processes.
  • Support the adoption of frameworks, standards, and continuous improvement initiatives across the organization.
  • Manage and maintain Microsoft 365, Azure, endpoint management platforms, and device environments.

Requirements

  • 7+ years of experience in Level 2/Level 3 support, desktop engineering, or infrastructure support roles.
  • Minimum 2 years of experience as a senior escalation point or service desk leader.
  • Proven 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.
  • Hands-on experience developing ITIL processes, including Incident, Problem, Change, and Service Request Management.
  • Experience creating or contributing to ISO 27001 frameworks, policies, and controls.
  • Strong experience writing SOPs, technical documentation, and knowledge base articles.
  • Advanced troubleshooting experience across Windows, desktop, network, cloud, and endpoint environments.
  • Strong experience with Microsoft 365, Azure Active Directory (Entra ID), Intune / Microsoft Endpoint Manager, Active Directory, Group Policy, Windows OS, 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.

Benefits

  • Paid in Australian Dollars.
  • Medical insurance from day one for you and your spouse or parents if unmarried.
  • Generous OPD coverage for doctor visits and other medical needs.
  • Home office setup allowance.
  • Internet allowance.
  • Gym and wellness allowance.
  • Mental health and counseling support through Diji Assist.
  • Reimbursement for industry certifications.
  • Flexible work arrangements, with home or office options.

Interested in this position?

Apply directly on the company website

Apply Now

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