12th May, 2026
expertech is currently seeking an experienced and people-focused Global IT Support Lead to join a fast-paced, highly creative global organisation undergoing significant technology and operational transformation.
This is an exciting opportunity for a hands-on IT Support leader who thrives on building high-performing teams, delivering exceptional customer experiences, and driving continuous improvement through smarter support operations and automation. With responsibility for a global support function spanning Sydney, Los Angeles, and Madrid, this role will suit someone who combines strong technical capability with empathetic leadership, operational maturity, and a genuine passion for service excellence. The position offers a hybrid working environment with a high level of autonomy. Initially, there will be a stronger onsite presence required to build relationships, understand the environment, and support the uplift of the global support function.
About the Role
As the Global IT Support Lead, you will take ownership of IT support delivery across multiple international studios, leading a distributed support team of three across Sydney, Los Angeles, and Madrid.
This is a key leadership role focused on building a consistent, customer-centric support experience across the business. You will bring structure, calm, and operational excellence to a fast-moving environment while driving improvements in service delivery, workflows, automation, and support processes.
You will act as the senior escalation point for complex technical issues while mentoring and developing the support team to create greater autonomy, accountability, and capability across the global function.
Responsibilities
- Leading and mentoring a global IT support team across multiple locations
- Managing workloads, ticket prioritisation, and support coverage across time zones
- Driving customer-focused IT support outcomes and service excellence
- Improving and optimising helpdesk processes, workflows, and escalation paths
- Identifying opportunities for automation and operational efficiencies
- Owning and improving SLA performance, reporting, and ticketing standards
- Acting as the primary escalation point for Level 2 and Level 3 support issues
- Building trusted relationships with technical and non-technical stakeholders
- Supporting onboarding, training, and development across the support function
Essential Skills & Experience - 5+ years' experience in IT Support, Service Delivery, or IT Operations
- Previous experience leading and developing support teams
- Proven experience improving or scaling IT support functions and service models
- Strong customer service mindset with a genuine focus on end-user experience
- Experience defining and managing Helpdesk SLAs and support metrics
- Strong understanding of ticketing workflows, escalation management, and operational support processes
- Experience supporting enterprise Windows and macOS environments
- Strong Active Directory and Google Workspace administration experience
- Working knowledge of Linux environments including RHEL, CentOS, or Rocky Linux
- Understanding of networking fundamentals including VLANs, VPNs, subnetting, and multi-site environments
- Experience with MDM platforms, patching, imaging, and endpoint management
- Ability to automate support processes using PowerShell, Bash, or Python
- Strong communication and stakeholder engagement skills
- High emotional intelligence with the ability to lead through trust, empathy, and influence
- Ability to remain calm under pressure and confidently prioritise competing demands
Desirable Skills & Experience - Experience within VFX, animation, gaming, broadcast, post-production, or other creative studio environments
- Exposure to Autodesk Flow Production Tracking (ShotGrid)
- Familiarity with applications including Maya, Houdini, Nuke, Toon Boom, and After Effects
- Experience supporting floating licence environments such as FlexLM or RLM
- Exposure to secure file transfer, IP protection, and asset management practices
- Experience driving automation and continuous improvement initiatives within IT support environments
Why Apply? This is an opportunity to step into a highly visible global leadership role where you can genuinely influence how IT support is delivered across an evolving international environment.
You will have the autonomy to improve processes, uplift service delivery standards, introduce smarter ways of working, and help shape a modern support model focused on customer experience, efficiency, and continuous improvement.
Apply Now expertech is managing this recruitment process and interviews will commence immediately as this role is URGENT.
If you are a people-first IT leader who enjoys building capability, improving support operations, and creating exceptional user experiences through strong leadership and automation, apply now.
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