IT Support Manager: Lead Service Desk & Hands-On Tech

Easygo; Melbourne; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

On-the-job learning

Career progression

Bonus up to 20%

In-house baristas

Daily catered breakfast

Job summary

Easygo is seeking an IT Support Manager to lead our Melbourne-based IT Support Officers. You will own day-to-day service desk operations, oversee complex troubleshooting across macOS/Windows, Google Workspace, and SaaS, and mentor a growing team in a fast-paced, global company.

You’ll bridge the Support and Sys Admin functions, drive improvements, and ensure high-quality internal customer service across technology solutions while maintaining hands-on credibility.

Qualifications

• 5+ years in a technical role such as systems administrator or systems engineer.
• 2+ years leading an IT service desk or support team with direct people management.
• Strong knowledge of service desk operations, SLAs, CSAT, and ITIL.
• Hands-on technical capability across macOS/Windows, networking, and SaaS support.

Responsibilities

• Lead, coach, and develop a team of IT Support Officers, with clear performance goals and regular feedback.
• Act as senior escalation point for complex issues, bridging to Sys Admin and guiding L1/L2/L3 support.
• Own day-to-day IT service desk operations via Jira Service Management and maintain KPI reporting.
• Identify process improvements to reduce tickets and improve self-service.
• Oversee end-user support across macOS/Windows, networking, AV, and SaaS in a mixed environment.
• Manage vendor relationships and ensure procurement aligns with budget.

Skills

IT leadership

Team management

Jira Service Management

MacOS/Windows

Google Workspace

Networking basics

SaaS support

Communication

Tools

Jira Service Management

FleetDM

InTune

Google Workspace Admin

Job description

Easygo is seeking an IT Support Manager to lead our Melbourne-based IT Support Officers. You will own day-to-day service desk operations, oversee complex troubleshooting across macOS/Windows, Google Workspace, and SaaS, and mentor a growing team in a fast-paced, global company.

You’ll bridge the Support and Sys Admin functions, drive improvements, and ensure high-quality internal customer service across technology solutions while maintaining hands-on credibility.