🛠 Tech Stack

💼 About This Role

You'll lead a team of IT Support Officers and act as the senior technical escalation point in a fast-paced, global organisation. You'll own service desk operations while rolling up your sleeves on complex troubleshooting across endpoints, identity, networking, and SaaS. This is a newly-created role that blends hands-on technical leadership with people management.

🎯 What You'll Do

• Lead, coach, and develop a team of IT Support Officers
• Serve as senior technical escalation for complex IT problems
• Manage service desk queue health, ticket quality, and SLA adherence
• Drive process improvements and maintain knowledge base articles

📋 Requirements

• 5+ years in a technical support or IT role
• Experience leading or mentoring a support team
• Deep knowledge of macOS and Windows endpoints
• Experience with Google Workspace, Jira, and SaaS tools

✨ Nice to Have

• ITIL certification or familiarity with ITIL practices
• Experience with AV and conferencing equipment support
• Knowledge of networking fundamentals

🎁 Benefits & Perks

• 📈 Career Growth in a global entertainment company
• 🏢 Modern Office in Melbourne city
• 🖥️ Hands-on Technical Leadership role
• 🤝 Collaborative Team culture

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Assessment· 60 min