IT Support Lead

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. What's in it for you? As an IT Support Lead, you’ll lead a Team of IT Support Officers and sit at the intersection of technical delivery, people leadership, and service operations in a newly-created, hands-on technical leadership role. This role will only be advertised for one week as it is an urgent role. 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'll get to combine deep technical capability with people leadership to drive high-level internal customer service across technology solutions. Who are we? At Easygo we proudly stand as a prominent service provider to a powerhouse of brands within the entertainment industry, including Stake.com, Kick.com and Twist Gaming.  Stake is the world's largest crypto casino, and leads the industry with a seamless online casino and sportsbook experience. Level up your online entertainment with Kick.com, the vibrant live-streaming platform, which connects millions of gamers and content creators worldwide. All alongside the innovative game design studio, Twist Gaming, which takes creativity to new heights by crafting cutting-edge and captivating games.  Our commitment to placing our clients and their communities' entertainment at the forefront of everything we do, has solidified us as the ultimate online service provider for entertainment companies. Headquartered in the beautiful city of Melbourne, our growth has been remarkable. From humble beginnings to a thriving workforce of 700+, we've expanded not only in numbers but in ambition. There really is something for everyone here, whether you work in Tech, Marketing, Operations, Mathematics or Design, we are sure to have something for everyone. Click play, on your career today! 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 Easygo's security and compliance standards What you will bring:  Essential 5+ experience in a technical role eg systems administrator or systems engineer 2+ 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 technical support: 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 Some of the perks of working with us: Office Perks & Environment In-house baristas serving free coffee, tea, fresh juices, and smoothies Daily catered breakfast and regular company-wide events Snack walls and drink fridges on every floor Fun /modern office spaces with pool tables, table tennis, gaming consoles, and an F1 simulator Wellbeing & Personal Development Access to our Employee Assistance Program for you and your loved ones 9,000+ courses on our Learning & Development platform One paid volunteer day per year Weekly Wednesday massages by professional masseuses Team Connection & Rewards Team budgets for lunches and activities to celebrate achievements Social sports teams and participation in Corporate Games Easygo branded swag Birthday and work anniversary gift vouchers, plus a chance to win prizes  Events & Experiences Company-wide talks with key partners such as Everton FC Office visits from big-name streamers Meet Ambassadors like Alex Pereira, Israel Adesanya Ballots for exclusive tickets to events like Formula 1, UFC, and more sporting and music events 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. Offices: Melbourne, Victoria, Australia (Melbourne Office);