IT Manager

Lead the IT Helpdesk Team and optimise our internal IT Solutions to maximise our workforce's potential.

What's in it for you?

Are you an IT Manager with a passion for leadership? Do you want to shape the future of silky smooth IT Operations at one of Australia’s fastest-growing companies? Then we may have the perfect role for you, as our next IT Manager, you’ll have the opportunity to make a real impact on the growth and efficiency of Easygo's IT operations. You’ll lead and mentor a talented team, drive improvements across our IT systems, and contribute to the strategic direction of the organisation’s IT function.

Reporting directly to the Head of IT & Security, you’ll oversee the day-to-day IT operations from managing the IT Helpdesk and ensuring seamless ticket resolution, to collaborating on key IT projects. This is the perfect opportunity for a hands-on, results-driven manager to contribute to a high-performance team that is the technological backbone of our global scale-up organisation. If you're ready to make a meaningful difference while growing your career within an innovative and fast-paced environment, we want to hear from you.

Your role with us: 

As our first IT Manager, your mission is to lead and optimise the IT operations at Easygo, ensuring our systems, infrastructure, and helpdesk services run smoothly to support our fast-growing global business. You will be responsible for managing a talented team of IT Support Officers and System Administrators, guiding them to deliver efficient, top-tier technical support across the organisation.

Your day-to-day responsibilities will include overseeing the IT ticketing system to ensure timely resolution of issues, collaborating with stakeholders on key IT projects, and driving continuous improvement in service delivery. You’ll also work closely with vendors and IT suppliers, manage key contracts, and support the strategic growth of Easygo’s IT systems to keep pace with our rapid expansion. This is a newly created, hands-on leadership role where you will play a critical part in shaping the IT function of one of the fastest-growing tech companies in the industry.

Who are we?

At Easygo we proudly stand as a prominent service provider to a powerhouse of brands within the iGaming industry, including Stake.com, Kick.com and Twist Gaming. Stake is the world's largest crypto casino, and leads the industry with a seamless online casino and sportsbook experience. Level up your online entertainment with Kick.com, the vibrant live streaming platform, which connects millions of gamers and content creators worldwide. All alongside the innovative game design studio, Twist Gaming, which takes creativity to new heights by crafting cutting-edge and captivating games. 

Our commitment to placing our clients and their communities' entertainment at the forefront of everything we do, has solidified us as the ultimate online service provider for entertainment companies. Headquartered in the beautiful city of Melbourne, our growth has been remarkable. From humble beginnings to a thriving workforce of 300+, we've expanded not only in numbers but in ambition. There really is something for everyone here, whether you work in Tech, Marketing, Operations, Mathematics or Design, we are sure to have something for everyone.
Click play, on your career today!

What you will do:

• Team Management: supervise and mentor our existing team of IT Support Officers and System Administrators, fostering a collaborative and high-performance culture
• Helpdesk Management: oversee the IT ticketing system, help with prioritisation of tickets, monitor and report KPIs from the IT Helpdesk ticketing system (Jira Service Desk) and identify and then implement improvements to processes.
• System Maintenance and Support: Ensure the IT Systems and Infrastructure are secure, reliable and high-performing, collaborate with System Administrators to address escalated technical issues, monitor system performance while managing upgrades and patches and provide technical assistance and troubleshooting support for software, hardware and network issues.
• Project Collaboration: work closely with IT Project Managers to plan and execute IT Projects, contribute to design and implementation of new systems and technologies and support the transition of completed projects into BAU with suitable procedures and processes.
• Vendor and IT Supplier Management: maintaining existing relationships with various IT vendors and suppliers, co-ordinate with our Finance Team to procure hardware, software and services from IT vendors, help in negotiations on pricing and terms to achieve cost-effective solutions, evaluate vendor performance and new products and oversee a long list of SaaS subscriptions.
• Reporting and Documentation: prepare regular reports on IT activities (including ticket resolution times, user satisfaction and team performance), maintain IT assets and support activity records and ensure compliance with organisational policies.
• Strategic Contribution: provide recommendations for IT system growth and improvement, assist in developing IT policies/procedures and ensure compliance to relevant standards and regulations in collaboration with our Information Security Team.
• Collaboration: deal with multiple stakeholders at various levels across the organisation, build internal relationships across the organisation with key stakeholders and participate in meetings and projects as a respected representative of the IT Team.

What you will bring: 

• Proven experience in a similar IT leadership role.
• Strong understanding of IT helpdesk operations, KPIs, and performance management.
• Technical expertise in IT systems, networks, and infrastructure.
• Familiarity with JIRA Service Desk or similar ticketing systems.
• Excellent problem-solving, communication, and interpersonal skills.
• Experience managing and developing teams.
• The potential of being on-call after hours for critical IT incidents.
• A customer-first mindset, be willing to serve your customers with excellence.
• Keen eye for detail, paying close attention to small details that matter.
• Demonstrated ability to inspire, lead and develop a high-performing team.
• Ability to handle complex issues calmly and logically, arriving at effective solutions.
• Think critically and be proactive in identifying challenges and opportunities.
• Adapt to changing priorities and be flexible and resilient to unexpected change.
• Effective communicator who can convey the technical to the non-technical.

Bonus points if you also have:

• Relevant certifications (e.g., ITIL, Microsoft, Cisco)
• Experience contributing to IT projects and system implementations.
• Knowledge of compliance frameworks and standards.
• Experience in a global operation with a willingness to attend some out of business hours meetings occasionally.
• Sports & Gambling knowledge advantageous
• Cryptocurrency knowledge would be advantageous
• Proficient with Google Suite (Drive, Spreadsheets, Docs), Slack, Jira & Intercom
• Ability to anticipate future IT trends, with an innate passion for technology.
• Have strong empathy and emotional intelligence.
• Handle conflicts constructively and diplomatically.
• Be a continuous learner always interested in better ways of working.
• Recognise and respect diverse perspectives with a global IT outlook.

Some of the perks of working for us:

• EAP access for you and your family
• Access to over 9,000 courses across our Learning and Development Platform 
• Paid volunteer day
• Two full-time baristas who will make your daily coffee, tea or fresh juice!
• Daily catered breakfast
• Massage Wednesdays - we get professionals to do this!
• Team lunches and happy hour in the office from 4pm on Fridays
• Fun office environment with pool tables, table tennis and all your favourite gaming consoles
• Help yourself drinks fridges and snack shelves

“We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant”

We believe that the unique contributions of everyone at Easygo are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. We are passionate about providing a workplace that encourages great participation and an equal playing field, where merit and accomplishment are the only criteria for success.