IT Support Manager - Hands-On Tech Leader

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

Benefits offered by this job

Competitive pay

Bonus scheme up to 20%

Office perks

Career growth opportunities

Job summary

Easygo Gaming in Melbourne is seeking an IT Support Manager to lead the IT Support Officers and act as the escalation point for complex issues. This hands-on leadership role sits at the intersection of technical delivery and people leadership, within a fast-paced, global organisation.

You will bridge the IT Support and Sys Admin functions, manage day-to-day service desk operations via Jira Service Management, and drive continuous improvement across endpoint, identity, networking, and SaaS.

Qualifications

• 5+ years in a technical role such as systems administrator or engineer.
• 2+ years leading an IT service desk with people management.
• Hands-on support across macOS/Windows, networking, and SaaS apps.

Responsibilities

• Lead and develop IT Support Officers with clear performance expectations.
• Own day-to-day service desk operations and SLA adherence.
• Escalate complex issues to Sys Admin and mentor staff on troubleshooting.
• Drive process improvements and ITIL-aligned practices with practical use.
• Oversee onboarding, asset lifecycle, and vendor relationships.
• Provide regular reporting on helpdesk performance and trends.

Skills

IT leadership

Service desk ops

Ticket & KPI reporting

MacOS/Windows support

Strong communication

Tools

Jira Service Management

Google Workspace

FleetDM

InTune

Job description

Easygo Gaming in Melbourne is seeking an IT Support Manager to lead the IT Support Officers and act as the escalation point for complex issues. This hands-on leadership role sits at the intersection of technical delivery and people leadership, within a fast-paced, global organisation.

You will bridge the IT Support and Sys Admin functions, manage day-to-day service desk operations via Jira Service Management, and drive continuous improvement across endpoint, identity, networking, and SaaS.