Help Desk Lead

🕒 June 10

🇱🇰 Sri Lanka – Remote

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 60%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Dijital Team

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

💼 Consulting

☁️ SaaS

B2B • Consulting • SaaS

Dijital Team is a smarter offshoring solution for IT teams. We enable you to build a high performing IT team that will decrease your costs and increase your efficiency - accelerating the growth of your business. We take care of the team so you can take care of the rest.

📋 Description

• 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 • Develop and maintain ISO 27001-aligned frameworks, policies, and controls • Establish and improve operational standards and governance practices • Drive service maturity and process optimization initiatives • Create and maintain SOPs, technical standards, and knowledge articles • Promote documentation best practices and knowledge sharing • Mentor and coach support team members on technical best practices and operational processes • Provide guidance and training to uplift team capability • Foster continuous learning and service excellence • Support adoption of frameworks and standards across the organization • Manage and maintain Microsoft 365, Azure, endpoint management platforms, and device environments • Identify opportunities for automation and operational efficiencies • Use PowerShell and scripting to streamline repetitive tasks • Continuously improve user experience, system stability, and service performance

🎯 Requirements

• 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 • Strong understanding of continuous improvement methodologies • Advanced troubleshooting across Windows, desktop, network, cloud, and endpoint environments • Strong experience with Microsoft 365, 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 • Strong analytical and problem-solving abilities • Proactive, ownership-driven mindset • Comfortable working in a smaller environment where impact and visibility are high

🏖️ Benefits

• 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 • Internet allowance • Gym & wellness allowance • Regular team events & engagement activities • Diji Assist mental health and counseling support • Reimbursement for industry certifications • Open-door culture • Flexible work – home or office • Rewards and recognition • Christmas and financial year-end parties