Helpdesk Manager / Technical Lead – Secure Services Environment

Location: Melbourne, Canberra or Sydney

Employment Type: Contract opportunity

Security Requirement: AGSVA Baseline Security Clearance (mandatory)

About the Organisation

Our client is a well-established technology services provider supporting highly secure and mission-critical environments across Australia. They deliver managed services, operational support, and technical solutions to government and regulated-sector customers.

The Opportunity

We are seeking an experienced Helpdesk Manager / Technical Lead to lead the operational delivery of secure service contracts and oversee a national helpdesk function. This role combines service delivery leadership, team management, stakeholder engagement, and operational governance to ensure exceptional customer outcomes and contractual compliance.

Key Responsibilities

Service Delivery & Contract Management

- Manage secure service contracts and ensure compliance with contractual, SLA, security, and operational requirements.
- Monitor service performance, identify delivery risks, and implement corrective actions.
- Act as the primary escalation point for critical service issues.
- Participate in client governance, service review, and continuous improvement initiatives.

Helpdesk Leadership

- Lead the day-to-day operations of a national service helpdesk, including after-hours support arrangements.
- Ensure incidents and service requests are managed and resolved within agreed service levels.
- Coordinate technical resources supporting secure client environments.
- Maintain operational reporting, asset records,



and performance dashboards.

People Leadership

- Lead and mentor a high-performing, customer-focused support team.
- Manage workforce planning, leave approvals, and timesheet processes.

Technical Oversight

- Oversee secure remote support services and drive continuous improvement in service quality.
- Collaborate with engineering, project, and service delivery teams to ensure successful operational outcomes.
- Support the transition of projects into operational support environments, including documentation and knowledge transfer activities.

Stakeholder Engagement

- Build and maintain strong client and internal stakeholder relationships.
- Provide clear and professional communication during incidents, escalations, and service reviews.

Skills & Experience To be successful, you will ideally bring:

- Demonstrated experience leading an IT Service Desk or Helpdesk team.
- Strong service delivery and SLA management experience.
- Experience managing client relationships and contract performance.
- Excellent stakeholder engagement and communication skills.
- Experience working in secure, government, defence, or highly regulated environments.
- Strong operational leadership and incident management capabilities.

What's on Offer

- Opportunity to lead a nationally distributed support function.
- Exposure to secure and high-profile technology environments.
- Collaborative and skilled team culture.
- Career growth within a respected technology services organisation.

How to Apply For a confidential discussion or to apply, please contact:

Farbar Siddiq

? [email protected]

? 0489 922 211

📌 Senior Help Desk Technician (Melbourne)
🏢 Whizdom
📍 Melbourne