It Helpdesk Lead

2 days ago

Melbourne, Victoria, Australia Recoveriescorp Full time

**Job no**: 493273
**Work type**: Full-time
**Location**: Melbourne CBD
**Categories**: IT Help Desk

**About Us**:
Symbos is a dynamic and fast-paced group of businesses, committed to delivering service excellence across contact centre operations, legal services, software solutions, and customer engagement. Our group includes four key brands: Recoveriescorp, Symbos CX, Mason Black + Mendelsons Lawyers, and Debtrak. With a strong focus on compliance, innovation, and collaboration, we deliver tailored solutions across a range of industries to meet our clients' unique needs. We believe in the power of great people and are proud to work with talented professionals who drive our success.

**The Role**:
We're seeking a hands-on, solutions-driven **IT Helpdesk Lead & Compliance Officer** to lead a geographically dispersed helpdesk team supporting our internal users across Australia and offshore. This hybrid role combines technical leadership with compliance oversight — ideal for someone who thrives in both service delivery and structure. You'll work closely with the Technology Director to build team capability, enhance service levels, and ensure we meet ISO standards and audit requirements.

**Key Responsibilities**:

- Lead and coach a growing Helpdesk team across Melbourne and offshore locations, ensuring quality support and strong customer satisfaction.
- Manage helpdesk operations, SLAs, escalations, reporting, and continuous improvement activities.
- Maintain and enhance IT documentation and compliance with ISO9001, ISO27001 and IRAP standards.
- Support internal and external IT audits, including compiling evidence and process documentation.
- Partner with vendors and stakeholders to improve systems, manage risks, and ensure secure, reliable IT operations.

**About You**:
We're looking for someone with proven experience leading a helpdesk, who is organised, confident, and thrives on solving problems and delivering structure. You'll bring a calm, methodical presence and know how to set clear expectations while supporting your team.
- Prior experience as a Helpdesk Lead or Manager, ideally across multiple sites or regions.
- Strong understanding of SLAs, IT support metrics, and ITIL frameworks.
- Familiarity with ISO compliance and IT audit preparation.
- Excellent communication, stakeholder management, and vendor coordination skills.

**What We Offer**:

- Hybrid work environment with a Melbourne CBD base (3 days in office)
- Collaborative, future-focused tech team
- Exposure to a multi-brand, multi-region organisation with diverse challenges
- Career growth in both technical and compliance pathways

**Advertised**: 04 Jul 2025 AUS Eastern Standard Time
**Applications close**:

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