IT Support Manager

Location: Melbourne, Australia. Full-time onsite role at the Melbourne office, with support coverage during Australian operating hours.

Company

hirify.global is a high-growth technology company creating and operating brands including Stake, KICK, and hirify.global Games.

What you will do

• Lead, coach, and develop IT Support Officers through performance management, regular 1:1s, goal setting, onboarding, and technical training.
• Act as the senior escalation point for complex issues across macOS and Windows endpoints, Google Workspace, identity and access, networking, AV, and SaaS applications.
• Own daily Jira Service Management operations, including triage, prioritisation, queue health, ticket quality, SLA adherence, escalation, and KPI reporting.
• Drive process improvements, self-service, runbooks, knowledge base content, SOPs, ITIL-aligned practices, and the transition of projects into BAU.
• Oversee end-user support, joiner/mover/leaver processes, office AV and conferencing, and IT asset procurement, deployment, tracking, and disposal.
• Manage service desk vendors and procurement while collaborating with Finance, IT leadership, People & Culture, and business stakeholders on policy, security, and compliance.

Requirements

• 5+ years of experience in a technical role, such as systems administration or systems engineering.
• At least 2 years of experience leading an IT service desk or helpdesk team with direct people management.
• Strong knowledge of service desk operations, including SLAs, CSAT, ticket hygiene, queue management, ITIL, and KPI reporting.
• Hands-on technical capability across macOS, Windows, networking fundamentals, and SaaS application support.
• Experience with the Atlassian suite, specifically Jira Service Management.
• Familiarity with Google Workspace administration and MDM tooling such as FleetDM or Intune.
• Ability to remain calm under pressure, triage effectively, and lead a team through high-volume periods or incidents.
• Strong communication skills for explaining technical matters to non-technical stakeholders.

Nice to have

• ITIL Foundation certification or equivalent practical knowledge of ITIL practices.
• Experience in a high-growth, fast-paced technology or enterprise business.
• Exposure to IT asset management, SaaS lifecycle management, or procurement.
• Comfort working with ticket data, producing insights, and presenting reports clearly.
• Awareness of compliance frameworks and their relationship to IT support operations.

Culture & Benefits

• Full-time work from the Melbourne office in a hands-on, in-person environment.
• On-the-job learning opportunities and opportunities for role progression.
• Market-synced pay and a performance-based bonus of up to 20%.
• Referral bonus program, daily catered breakfast, free coffee, juices, smoothies, snacks, and drinks.
• Modern office spaces with company events, pool tables, table tennis, gaming consoles, and an F1 simulator.
• Commitment to fair hiring and a diverse, non-discriminatory workplace.