<h3><span style="font-size: 12pt;"><strong>Are you ready to get the Easygo Edge?</strong></span></h3> <p>The<strong> IT Support Manager </strong>will provide technical, hands-on leadership to the IT Support Officers and act as the escalation for complex IT problems in a fast-paced, global organisation. The role will sit at the intersection of technical delivery, people leadership, and service operations in a newly-created, hands-on technical leadership role.</p> <h3><span style="font-size: 12pt;"><strong>What you’ll build with us:</strong></span></h3> <p>You'll be the technical bridge between our IT Support Officers and the Sys Admin team — the person IT Support escalates to when tickets get hard, and the person Sys Admins can confidently hand work down to. You'll own day-to-day service desk operations, but you'll also be expected to roll up your sleeves on complex troubleshooting across endpoint, identity, networking, AV and SaaS.</p> <p>You'll get to combine deep technical capability with people leadership to drive high-level internal customer service across technology solutions.</p> <p><em style="font-size: 14px;">We know that innovation ignites when we build and create together, in person. This is a full-time opportunity at our Melbourne office. You’ll work right where it all happens, surrounded by our fearless crew shipping high-impact work.</em></p> <h3><span style="font-size: 12pt;"><strong>Who is Easygo?</strong></span></h3> <p>We’re a high-growth, high-velocity tech company with millions of eyeballs on us every day. <em>We’re building the future of fearless tech. </em>We’re the creators behind some of the most popular brands including Stake, KICK and Easygo Games. While they command a fierce global following, our crew is employed directly by Easygo and that’s where the real fun happens.</p> <p>We’re always looking for people who are hungry, humble and move fast. People who are ready to <em>Unify</em>, <em>Disrupt</em> and <em>Evolve</em> with us. With us you’ll grow faster and go further. Your work has impact. And that gives you an edge you can’t get anywhere else. </p> <h3><span style="font-size: 12pt;"><strong>The impact you’ll make:</strong></span></h3> <p><span style="font-size: 12pt;"><strong>Team Leadership & Development</strong></span></p> <ul> <li>Lead, coach, and develop a team of IT Support Officers, setting clear performance expectations and holding regular 1:1s and team rituals</li> <li>Build a culture of ownership — your team should be proud of what they deliver, not just closing tickets</li> <li>Ensure each team member's yearly individual and developmental goals, along with their 90-day goals, are set, tracked, and adhered to — with regular check-ins to keep progress on course</li> <li>Conduct performance reviews, recognise wins, and manage underperformance constructively</li> <li>Develop onboarding programs and ongoing training pathways so your team is always levelling up</li> <li>Ensure that rosters and coverage models provide adequate support for the business during Australian operating hours.</li> </ul> <p><span style="font-size: 12pt;"><strong>Technical Leadership & Escalation</strong></span></p> <ul> <li>Act as the senior technical escalation point for the IT Support team — own complex troubleshooting across macOS/Windows endpoints, Google Workspace, identity and access, networking, and SaaS applications</li> <li>Bridge the Support and Sys Admin functions — know when an issue stays at L1/2 and when it warrants L3 engagement</li> <li>Mentor IT Support Officers technically — pair on tricky tickets, run technical deep-dives, and lift the team's diagnostic capability over time</li> <li>Contribute to platform improvements alongside the Sys Admin team — spot recurring tickets that point to deeper systems issues and help drive permanent fixes rather than repeat workarounds</li> <li>Maintain hands-on technical credibility — the team should respect your technical judgement as much as your leadership</li> </ul> <p><span style="font-size: 12pt;"><strong>Service Desk Operations</strong></span></p> <ul> <li>Own the day-to-day operation of the IT service desk via Jira Service Management — queue health, ticket quality, SLA adherence</li> <li>Triage and prioritise incoming requests and incidents based on urgency and business impact, escalating to Sys Admin as appropriate</li> <li>Be accountable for service desk KPIs: resolution times, first-response rate, backlog, and user satisfaction (CSAT)</li> <li>Produce regular reporting for IT leadership on helpdesk performance, trends, and opportunities for improvement</li> <li>Ensure project work </li> <li>Manage the escalation path clearly — know when to own it, when to delegate and when to escalate</li> </ul> <p><span style="font-size: 12pt;"><strong>Process & Continuous Improvement</strong></span></p> <ul> <li>Identify and implement process improvements that reduce ticket volume, shorten resolution times, and improve self-service capability</li> <li>Develop and maintain runbooks, knowledge base articles, and SOPs so your team can resolve issues consistently and efficiently</li> <li>Drive adoption of ITIL-aligned practices without the bureaucracy — keep it lightweight and practical</li> <li>S