IT Support Lead

TL;DR

IT Support Lead: Provide technical leadership to IT Support Officers, own service desk operations, and handle escalations for complex troubleshooting across endpoints, networking, identity, AV, and SaaS applications with an accent on bridging support and sysadmin functions. Focus on team development, KPI management, process improvements, and ensuring high customer satisfaction in a fast-paced global organization.

Location: Melbourne, Australia (onsite during Australian operating hours)

Company

Prominent service provider to entertainment industry brands including Stake.com (crypto casino), Kick.com (live-streaming platform), and Twist Gaming (game design studio), headquartered in Melbourne with 700+ employees across Tech, Marketing, Operations, and Design.

What you will do

• Lead, coach, and develop IT Support Officers through 1:1s, performance reviews, onboarding, and training to build a culture of ownership.
• Act as senior escalation point for complex issues across macOS/Windows endpoints, Google Workspace, identity, networking, and SaaS; mentor team technically.
• Own service desk operations via Jira Service Management: triage, prioritize, manage SLAs, KPIs, reporting, and queue health.
• Drive process improvements, runbooks, knowledge base, ITIL practices, and contribute to platform fixes with Sys Admin team.
• Oversee end-user support, AV/conferencing, onboarding/offboarding, IT asset lifecycle, and vendor/stakeholder management.

Requirements

• 5+ years in technical role (e.g., systems administrator or engineer)
• 2+ years leading IT service desk/helpdesk team with direct people management
• Strong service desk operations knowledge: SLAs, CSAT, ticket management, ITIL, KPI reporting
• Hands-on expertise: macOS, Windows, networking basics, SaaS support
• Experience with Atlassian suite (JSM), Google Workspace admin, MDM (e.g., FleetDM, Intune)
• Strong communication to explain technical issues to non-technical stakeholders; calm under pressure

Nice to have

• ITIL Foundation certification
• Experience in high-growth tech/enterprise
• IT asset/SaaS lifecycle management, procurement
• Data analysis and reporting from tickets
• Compliance frameworks knowledge

Culture & Benefits

• Office perks: free coffee/breakfast, snacks, modern spaces with games, F1 simulator, events
• Wellbeing: Employee Assistance Program, 9,000+ L&D courses, volunteer day, weekly massages
• Team rewards: budgets for lunches/activities, sports teams, swag, birthday gifts, event tickets
• Inclusive global team valuing diverse perspectives; non-discriminatory hiring