IT Support Lead & Escalation Champion

Easygo; Melbourne; On-site; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Free coffee

Breakfast provided

Referral bonus

Office events

Pool tables

Job summary

Easygo is seeking an IT Support Manager to lead a team of IT Support Officers in Melbourne. This hands-on leadership role sits at the intersection of technical delivery, people management, and service operations within a fast-paced, global organisation.

You will manage day-to-day service desk work, mentor staff, and collaborate with Sys Admin for complex issues. In this role you’ll own escalation, drive ITIL-aligned practices, and ensure service levels across macOS/Windows endpoints, identity,

Qualifications

• 5+ years in a technical role (systems administrator/engineer)
• Leadership of IT service desk teams
• Experience with JSM and ITIL practices
• Experience with Google Workspace and MDM tooling
• Hands-on support for macOS/Windows and SaaS apps

Responsibilities

• Lead, coach, and develop IT Support Officers; set performance expectations
• Own day-to-day IT service desk operations via Jira Service Management
• Bridge IT Support with Sys Admin; escalate complex issues
• Mentor staff and drive capability improvements over time
• Develop onboarding and training pathways; manage rosters for Australian hours
• Produce regular IT leadership reports on helpdesk performance and trends
• Own incident triage, SLA adherence, and KPI reporting

Skills

Leadership

ITIL

Jira Service Management

Google Workspace

MDM tooling

macOS

Windows

SaaS applications

Networking basics

Communication

Tools

Atlassian suite

Job description

Easygo is seeking an IT Support Manager to lead a team of IT Support Officers in Melbourne. This hands-on leadership role sits at the intersection of technical delivery, people management, and service operations within a fast-paced, global organisation.

You will manage day-to-day service desk work, mentor staff, and collaborate with Sys Admin for complex issues. In this role you’ll own escalation, drive ITIL-aligned practices, and ensure service levels across macOS/Windows endpoints, identity,