{"id":3058551,"url":"https://alion.io/job/easygo-it-support-manager","title":"IT Support Manager","company":{"id":60438,"name":"Easygo","domain":"easygo.io","url":"https://alion.io/company/easygo","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":135000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":800},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-22T04:31:23Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-22T16:30:26Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Are you ready to get the Easygo Edge?\nTheIT Support Manager will provide technical, hands-on leadership to the IT Support Officers and act as the escalation for complex IT problems in a fast-paced, global organisation. The role will sit at the intersection of technical delivery, people leadership, and service operations in a newly-created, hands-on technical leadership role.\nWhat you’ll build with us:\nYou'll be the technical bridge between our IT Support Officers and the Sys Admin team - the person IT Support escalates to when tickets get hard, and the person Sys Admins can confidently hand work down to. You'll own day-to-day service desk operations, but you'll also be expected to roll up your sleeves on complex troubleshooting across endpoint, identity, networking, AV and SaaS.\nYou'll get to combine deep technical capability with people leadership to drive high-level internal customer service across technology solutions.\nWe know that innovation ignites when we build and create together, in person. This is a full-time opportunity at our Melbourne office. You’ll work right where it all happens, surrounded by our fearless crew shipping high-impact work.\nWho is Easygo?\nWe’re a high-growth, high-velocity tech company with millions of eyeballs on us every day. We’re building the future of fearless tech. We’re the creators behind some of the most popular brands including Stake, KICK and Easygo Games. While they command a fierce global following, our crew is employed directly by Easygo and that’s where the real fun happens.\nWe’re always looking for people who are hungry, humble and move fast. People who are ready to Unify, Disrupt and Evolve with us. With us you’ll grow faster and go further. Your work has impact. And that gives you an edge you can’t get anywhere else. \nThe impact you’ll make:\nTeam Leadership & Development\nLead, coach, and develop a team of IT Support Officers, setting clear performance expectations and holding regular 1:1s and team rituals\nBuild a culture of ownership - your team should be proud of what they deliver, not just closing tickets\nEnsure each team member's yearly individual and developmental goals, along with their 90-day goals, are set, tracked, and adhered to - with regular check-ins to keep progress on course\nConduct performance reviews, recognise wins, and manage underperformance constructively\nDevelop onboarding programs and ongoing training pathways so your team is always levelling up\nEnsure that rosters and coverage models provide adequate support for the business during Australian operating hours.\nTechnical Leadership & Escalation\nAct as the senior technical escalation point for the IT Support team - own complex troubleshooting across macOS/Windows endpoints, Google Workspace, identity and access, networking, and SaaS applications\nBridge the Support and Sys Admin functions - know when an issue stays at L1/2 and when it warrants L3 engagement\nMentor IT Support Officers technically - pair on tricky tickets, run technical deep-dives, and lift the team's diagnostic capability over time\nContribute to platform improvements alongside the Sys Admin team - spot recurring tickets that point to deeper systems issues and help drive permanent fixes rather than repeat workarounds\nMaintain hands-on technical credibility - the team should respect your technical judgement as much as your leadership\nService Desk Operations\nOwn the day-to-day operation of the IT service desk via Jira Service Management - queue health, ticket quality, SLA adherence\nTriage and prioritise incoming requests and incidents based on urgency and business impact, escalating to Sys Admin as appropriate\nBe accountable for service desk KPIs: resolution times, first-response rate, backlog, and user satisfaction (CSAT)\nProduce regular reporting for IT leadership on helpdesk performance, trends, and opportunities for improvement\nEnsure project work \nManage the escalation path clearly - know when to own it, when to delegate and when to escalate\nProcess & Continuous Improvement\nIdentify and implement process improvements that reduce ticket volume, shorten resolution times, and improve self-service capability\nDevelop and maintain runbooks, knowledge base articles, and SOPs so your team can resolve issues consistently and efficiently\nDrive adoption of ITIL-aligned practices without the bureaucracy - keep it lightweight and practical\nSupport the transition of IT projects into BAU by building operational processes and training the team before go-live\nEnd User & Office Support\nEnsure your team delivers excellent support across hardware, software, network connectivity, and SaaS applications for a mixed macOS/Windows fleet\nOversee AV and conferencing equipment support across all office locations - meeting rooms need to just work\nSupport joiners, movers, and leavers through IT onboarding and off-boarding processes, working closely with People & Culture\nManage IT asset lifecycle - procurement, deployment, tracking, and disposal - with accurate records maintained at all times\nVendor & Stakeholder Management\nManage relationships with hardware, software, and service vendors relevant to the service desk function\nCoordinate with Finance and IT leadership to procure hardware and SaaS tools efficiently and in line with budget\nBe a visible and credible representative of the IT function in business conversations - you'll deal with stakeholders at all levels\nContribute to IT policy development and ensure the team operates in line with Easygo's security and compliance standards\nYour track record:\nEssential\n5+ years' experience in a technical role eg systems administrator or systems engineer\n2+ minimum years' experience leading an IT service desk or helpdesk team, including direct people management\nStrong grasp of service desk operations - SLAs, CSAT, ticket hygiene, queue management, ITIL and KPI reporting\nHands-on technical capability across technical support: macOS, Windows, networking basics, SaaS application support\nExperience with the Atlassian suite - specifically JSM\nFamiliarity with Google Workspace administration and MDM tooling (e.g. FleetDM, InTune)\nAbility to stay calm under pressure, triage effectively, and lead your team through high-volume periods or incidents\nStrong communication skills - you can explain the technical to non-technical stakeholders without losing them\nBonus points if you also have:\nITIL Foundation certification or equivalent working knowledge of ITIL practices\nExperience in a high-growth, fast-paced tech or enterprise business\nExposure to IT asset management, SaaS lifecycle management, or procurement\nComfort with data and reporting - able to pull meaningful insights from ticket data and present them clearly\nAwareness of compliance frameworks and how they intersect with IT support operations\nHere are our benefits and perks:\nSharpening your edge\nThe ultimate sandbox. Exciting, on-the-job learning opportunities.\n1-in-3 of our people level up their roles every year. If you deliver, you move. \nCompetitive pay and bonus scheme\nMarket-synced pay that respects your craft and location. \nPerformance-based bonus recognition based on your impact (up to 20%).\nHelp us build our crew and get paid for it with our high-value referral bonus. Because great people know great people. \nOffice perks\nIn-house baristas serve you free coffee, fresh juices and smoothies. \nDaily catered breakfast and regular company-wide events.\nSnack walls and drink fridges on every floor. \nFun, modern office spaces. Pool tables, table tennis, gaming consoles and an F1 simulator. \nWe play fair. We hire fair.\nTrue to our value of ‘Play fair’ we always hire fair. Our work and our brands are fuelled by our diverse culture. We hire for talent and grit. But we never discriminate. Your race, religion, nationality, gender identity or expression, sexual orientation, age, marital, veteran, or disability status won’t affect our hiring decision, or your trajectory here. Come as you are and get the Easygo edge.","description_format":"text","description_chars":7997,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["iGaming & Gambling"],"lifecycle":[{"event":"open","at":"2026-10-22T05:09:57Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":41,"reasons":["conf:1","win:early"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/easygo-it-support-manager","json_url":"https://alion.io/job/easygo-it-support-manager.json","meta":{"generated_at":"2026-10-22T18:19:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":898,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":60438},"rest":"https://alion.io/mcp/rest/get_company?id=60438"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feasygo-it-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feasygo-it-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feasygo-it-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/easygo-it-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feasygo-it-support-manager"}]}