IT Support Lead

Responsibilities

• 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 deli

Benefits

Additional Information

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!

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at easygo? Share your experience