# IT Service Desk and End User Support Manager

> Entain · Brisbane, Australia (Hybrid) · Full-time · Posted 2026-06-26

**Workplace:** hybrid

**Department:** Information Technology

## Description

**Who We Are**

Entain Australia & New Zealand is fearlessly transforming the racing, sports, and entertainment landscape - reimagining how customers experience their favourite brands.

As part of a global powerhouse operating in over 40 countries with nearly 30,000 people, we’re home to leading ANZ names like Ladbrokes, Neds, TAB, and Betcha.

Across Entain ANZ, we’re shaping the future of sport and gaming entertainment through creative innovation, storytelling, and technology - creating experiences that connect with millions of fans.  

**Your Impact**

Technology works best when people don't have to think about it.

As the IT Service Desk and End User Support Manager, you'll lead the team responsible for delivering seamless technology support across Entain. You'll be the trusted partner for business stakeholders, the champion of service excellence, and the driving force behind continuous improvement across our support operations.

By leveraging data, automation, AI-enabled solutions, and process optimisation, you'll improve service quality, simplify the employee experience, and help shape the future of workplace technology support. Your impact will be felt across the organisation through faster resolutions, smarter ways of working, and a support experience that enables our people to perform at their best.  

**A Day in the Life**

-   Lead the day-to-day delivery of IT Service Desk and End User Support services
-   Monitor SLAs, KPIs, and customer satisfaction metrics to drive service improvements
-   Act as an escalation point for complex support issues and stakeholder concerns
-   Partner with business leaders to improve technology support outcomes and employee experience
-   Drive automation, self-service, knowledge management, and AI-enabled initiatives
-   Identify opportunities to reduce repeat issues and streamline support processes
-   Coach and develop a high-performing, customer-focused support team  
    

**Your Strengths**

-   Leadership experience within Service Desk, Desktop Support, or IT Operations environments
-   Solid understanding of end-user technology, workplace services, and support operations
-   Experience leading process improvement, automation, and service transformation initiatives
-   Familiarity with AI-enabled tools, self-service platforms, and digital adoption strategies
-   Strong commercial awareness with experience managing vendors and service providers
-   Ability to translate business needs into practical technology outcomes
-   Data-driven mindset with the ability to turn insights into action  
    

**Life at Entain**

At Entain, it’s more than a job - it’s a place to grow, connect, and make an impact. We value individuality, celebrate collaboration, and create space for bold ideas that move people. Here, you’ll help shape the voice of some of Australia and New Zealand’s most recognised brands - while developing your own craft in a supportive, ambitious team.

**Perks You’ll Love**

**Hybrid & Flexible:** Balance your life and work.

**Recognition & Rewards:** Celebrate wins and enjoy retailer discounts.

**Wellbeing Perks:** Support for your health and happiness.

**Workday Extras:** Free breakfast, snacks, and onsite barista.

**Office Vibes:** Pool table, live sports, and fun social activities.  

**There’s nothing like it.**

For more information, please reach out to us at careers@entaingroup.com.au or hit apply now.

Due to the wagering aspect of our industry, applicants must be a minimum of 18 years to apply.

## Apply

[Apply at Entain](https://apply.workable.com/entaingroup/j/F1C0CD961B/apply)

---
Powered by [Workable](https://www.workable.com)