Overview
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.
Your Role With Us
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. You will combine deep technical capability with people leadership to drive high-level internal customer service across technology solutions.
What You Will Do
Team Leadership & Development
* Lead, coach, and develop a team of IT Support Officers, setting clear performance expectations and holding regular 1:1s and team rituals
* Build a culture of ownership — your team should be proud of what they deliver, not just closing tickets
* 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
* Conduct performance reviews, recognise wins, and manage underperformance constructively
* Develop onboarding programs and ongoing training pathways so your team is always levelling up
* Ensure that rosters and coverage models provide adequate support for the business during Australian operating hours
Technical Leadership & Escalation
* 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
* Bridge the Support and Sys Admin functions — know when an issue stays at L1/2 and when it warrants L3 engagement
* Mentor IT Support Officers technically — pair on tricky tickets, run technical deep-dives, and lift the team's diagnostic capability over time
* 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
* Maintain hands-on technical credibility — the team should respect your technical judgement as much as your leadership
Service Desk Operations
* Own the day-to-day operation of the IT service desk via Jira Service Management — queue health, ticket quality, SLA adherence
* Triage and prioritise incoming requests and incidents based on urgency and business impact, escalating to Sys Admin as appropriate
* Be accountable for service desk KPIs: resolution times, first-response rate, backlog, and user satisfaction (CSAT)
* Produce regular reporting for IT leadership on helpdesk performance, trends, and opportunities for improvement
* Ensure project work
* Manage the escalation path clearly — know when to own it, when to delegate and when to escalate
Process & Continuous Improvement
* Identify and implement process improvements that reduce ticket volume, shorten resolution times, and improve self-service capability
* Develop and maintain runbooks, knowledge base articles, and SOPs so your team can resolve issues consistently and efficiently
* Drive adoption of ITIL-aligned practices without the bureaucracy — keep it lightweight and practical
* Support the transition of IT projects into BAU by building operational processes and training the team before go-live
End User & Office Support
* Ensure your team delivers excellent support across hardware, software, network connectivity, and SaaS applications for a mixed macOS/Windows fleet
* Oversee AV and conferencing equipment support across all office locations — meeting rooms need to just work
* Support joiners, movers, and leavers through IT onboarding and off-boarding processes, working closely with People & Culture
* Manage IT asset lifecycle — procurement, deployment, tracking, and disposal — with accurate records maintained at all times
Vendor & Stakeholder Management
* Manage relationships with hardware, software, and service vendors relevant to the service desk function
* Coordinate with Finance and IT leadership to procure hardware and SaaS tools efficiently and in line with budget
* Be a visible and credible representative of the IT function in business conversations — you'll deal with stakeholders at all levels
* Contribute to IT policy development and ensure the team operates in line with security and compliance standards
Essential
What you will bring:
* 5+ years of experience in a technical role e.g. systems administrator or systems engineer
* 2+ years minimum proven experience leading an IT service desk or helpdesk team, including direct people management
* Strong grasp of service desk operations — SLAs, CSAT, ticket hygiene, queue management, ITIL and KPI reporting
* Hands-on technical capability across macOS, Windows, networking basics, SaaS application support
* Experience with the Atlassian suite - specifically JSM
* Familiarity with Google Workspace administration and MDM tooling (e.g. FleetDM, InTune)
* Ability to stay calm under pressure, triage effectively, and lead your team through high-volume periods or incidents
* Strong communication skills — you can explain the technical to non-technical stakeholders without losing them
Bonus Points If You Also Have
* ITIL Foundation certification or equivalent working knowledge of ITIL practices
* Experience in a high-growth, fast-paced tech or enterprise business
* Exposure to IT asset management, SaaS lifecycle management, or procurement
* Comfort with data and reporting — able to pull meaningful insights from ticket data and present them clearly
* Awareness of compliance frameworks and how they intersect with IT support operations
EEO & Company Culture (essentials)
We believe that the unique contributions of everyone at Easygo are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experiences, we never discriminate on the basis of race, religion, nationality, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. We're a global team of dreamers, creators, and game-changers from every walk of life, united by a passion for entertainment that inspires the world. We believe that the best ideas come from different perspectives, so we actively welcome and champion talent from all backgrounds, cultures, identities, and experiences. Whether you're just starting out or bringing decades of experience, your unique voice matters here.
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