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Global IT Operations Manager Melbourne Australia

4 weeks ago

Melbourne, Victoria, Australia Easygo Full time

About Easygo

Easygo is a prominent service provider to top-tier brands in the iGaming industry. We offer cutting-edge entertainment experiences to millions of users worldwide.

Job Title: Global IT Operations Manager

Location: Melbourne, Australia

Salary: AU$120,000 - AU$180,000 per annum

About the Role

We are seeking an experienced Global IT Operations Manager to lead our IT team and oversee the day-to-day operations of our IT systems. As a key member of our leadership team, you will be responsible for managing a team of IT professionals, ensuring seamless ticket resolution, and driving continuous improvement in service delivery.

Your Key Responsibilities

  • 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 prioritization of tickets, monitor and report KPIs from the IT Helpdesk ticketing system (Jira Service Desk), and identify and 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: Maintain existing relationships with various IT vendors and suppliers, coordinate 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.

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.