JOIN THE FUN!

As the home of gaming and pop culture, yeah, we sell fun - our products are the coolest in the galaxy! - but we also have fun, with spectacular events, celebrations, competitions, and other festivities to brighten your workday.

We take pride in being a safe, inclusive and supportive workplace, offering employee benefits that make a meaningful difference, and investing in our people’s development to help them build long and rewarding careers.

So come and join the fun, and do what you do best - with us!

Your new role awaits…

We are looking for a hands-on, technically capable IT Service Desk Supervisor to lead our small but busy support team and ensure our users receive reliable, responsive, and professional IT support day in, day out.

This is a role for someone who leads from the front; someone who can troubleshoot a network issue, coach a team member, and close out a backlog of tickets all before lunch. If you're organised, methodical, and take pride in seeing problems through from start to resolution, we'd love to hear from you.

Reporting to senior management, you'll take ownership of the day-to-day operation of our IT Service Desk. You'll manage a small team of support engineers, oversee ticket queues, handle escalations, and ensure service quality is consistently high. Working closely with the team, you'll remain technically active, rolling up your sleeves to work through issues involving Microsoft Entra, network routing and switching, NBN connectivity, and general end-user infrastructure.

This role sits at the intersection of technical delivery and team leadership. You'll need to be equally comfortable diagnosing a system fault as you are having a performance conversation with a junior staff member.

In this role you will be responsible for:

- Supervise and mentor a small IT Service Desk team, providing day-to-day coaching,



workload management, and performance support
- Manage the ticket queue using Jira Service Management. Prioritising, assigning, escalating, and closing issues with rigour and follow-through
- Provide hands-on technical support and troubleshooting across Microsoft Entra ID, network routing and switching, NBN internet connectivity, and end-user technologies
- Collect, document, and communicate incident and fault information accurately and factually
- Apply logical, structured thinking to diagnose and resolve technical issues efficiently
- Project manage small-to-medium IT initiatives, keeping tasks on track and stakeholders informed
- Maintain strong administrative discipline: ensuring records, documentation, and processes are kept current and accurate
- Identify recurring issues and drive improvements to service delivery processes
- Liaise with vendors and other teams as required, managing issues through to resolution

This role is based at our Store Support Centre in Eagle Farm, Queensland. Applicants must either live in Brisbane or be willing to relocate for the role. What are we looking for?

To be successful in this role you will have:

- Proven experience supervising or leading a small IT Service Desk
- Strong ticket management discipline. You understand the value of a well-maintained queue and follow issues through to closure
- A logical, critical thinker who gathers the facts before forming a conclusion and communicates clearly and precisely




- Excellent organisational and administrative skills, you don't let things slip through the cracks
- Experience managing or contributing to small IT projects
- A coaching mindset: you invest in developing junior team members rather than just directing them
- Calm, methodical, and focused under pressure
- ITIL awareness or familiarity with service delivery frameworks is advantageous

You'll Thrive in This Role If You Are:
- Technically confident and eager to stay hands-on
- Organised, detail-oriented, and administratively robust
- A clear, factual communicator: both in writing and verbally
- Someone who follows through every time, without being asked twice
- A natural coach who gets satisfaction from developing others
- Practical and solutions-focused, with genuine common sense

What more do we offer?

- Employee discount at EB Games and Zing in store and online
- Benefits platform with discounts at all your favourite retailers
- Paid Parental Leave
- Flexibility to support you and maintain work-life balance
- Employee Assistance Program (EAP) for you and your family
- World-class wellbeing platform
- Training & Development - University Short Courses, “Choose your own adventure” Development Program
- Free onsite parking
- Recreation room with consoles, arcade machines, ping-pong and more

A little more about us… Over 25 years EB Games has become one of Australia's leading retailers, but we don't do retail like most companies. Step into our stores, office or warehouse and the energy and passion is undeniable. With hundreds of locations, EB Games and Zing Pop Culture stores are the home of expert advice, service, and iconic gaming and pop culture products.

If you think you'd be the perfect fit - APPLY NOW!

Applications close 12 August 2026

📌 IT Service Desk Supervisor (Eagle Farm)
🏢 EB Games
📍 Eagle Farm