IT Support Lead

Easygo

Melbourne

1 week ago

Melbourne

1 week ago

Apply

IT Support Lead

IT Support Lead needed to lead a team of IT Support Officers in Melbourne. The role combines technical leadership, people management, and service desk operations in a global entertainment company. Requires 5+ years technical experience and 2+ years leading a service desk team.

Apply

On-site

Full-time

Senior

MacOS

Windows

Salary

Not specified

Work Location

Melbourne, Victoria, Australia, AU

Work Model

On-site

Experience Required

5 years

Employment Type

Full-time

Experience Level

5+ years technical, 2+ years leadership

Core Qualifications

Technical (Must-have)

macOSWindowsnetworkingSaaS applicationsGoogle WorkspaceMDMJira Service ManagementITILAtlassian suite

Soft Skills

leadershipcoachingproblem solvingcommunicationteamworkcustomer servicecalm under pressureorganizational skills

Tools (Must-have)

Jira Service ManagementGoogle WorkspaceAtlassian suite

Preferred Qualifications

Technical (Nice-to-have)

FleetDMInTuneIT asset managementSaaS lifecycle managementprocurement

Tools (Nice-to-have)

FleetDMInTune

Key Responsibilities

•Lead, coach, and develop a team of IT Support Officers
•Act as senior technical escalation point for complex troubleshooting
•Bridge Support and Sys Admin functions
•Mentor IT Support Officers technically
•Own day-to-day operation of the IT service desk via Jira Service Management
•Triage and prioritize incoming requests and incidents
•Be accountable for service desk KPIs: resolution times, first-response rate, backlog, CSAT
•Produce regular reporting for IT leadership on helpdesk performance
•Identify and implement process improvements
•Develop and maintain runbooks, knowledge base articles, and SOPs
•Drive adoption of ITIL-aligned practices
•Ensure team delivers excellent support across hardware, software, network, and SaaS
•Oversee AV and conferencing equipment support
•Support joiners, movers, and leavers through IT onboarding and offboarding
•Manage IT asset lifecycle: procurement, deployment, tracking, disposal
•Manage relationships with hardware, software, and service vendors
•Coordinate with Finance and IT leadership to procure hardware and SaaS tools
•Contribute to IT policy development

IT Support LeadMelbourneOn-siteFull-timeService DeskLeadershipmacOSWindowsGoogle WorkspaceJira

Core Qualifications

Technical (Must-have)

macOSWindowsnetworkingSaaS applicationsGoogle WorkspaceMDMJira Service ManagementITILAtlassian suite

Soft Skills

leadershipcoachingproblem solvingcommunicationteamworkcustomer servicecalm under pressureorganizational skills

Tools (Must-have)

Jira Service ManagementGoogle WorkspaceAtlassian suite

Key Responsibilities

•Lead, coach, and develop a team of IT Support Officers

•Act as senior technical escalation point for complex troubleshooting

•Bridge Support and Sys Admin functions

•Mentor IT Support Officers technically

•Own day-to-day operation of the IT service desk via Jira Service Management

•Triage and prioritize incoming requests and incidents

•Be accountable for service desk KPIs: resolution times, first-response rate, backlog, CSAT

•Produce regular reporting for IT leadership on helpdesk performance

•Identify and implement process improvements

•Develop and maintain runbooks, knowledge base articles, and SOPs

•Drive adoption of ITIL-aligned practices

•Ensure team delivers excellent support across hardware, software, network, and SaaS

•Oversee AV and conferencing equipment support

•Support joiners, movers, and leavers through IT onboarding and offboarding

•Manage IT asset lifecycle: procurement, deployment, tracking, disposal

•Manage relationships with hardware, software, and service vendors

•Coordinate with Finance and IT leadership to procure hardware and SaaS tools

•Contribute to IT policy development