The IT Support Manager 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.

Are you ready to get the Easygo Edge?

The IT Support Manager 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.

What you’ll build 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.

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.

Who is Easygo?

We’re a high-growth, high-velocity tech company with millions of eyeballs on us every day.We’re building the future of fearless tech. 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.

We're always looking for people who are hungry, humble and move fast. People who are ready to Unify, Disrupt and Evolve 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.

The impact you'll make:

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 elevate

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 prac

📌 IT Support Manager (Melbourne)
🏢 Easygo Group Holdings
📍 Melbourne