Retail & Workplace Team Lead
On-site · Cremorne, Victoria, Australia
Job Summary
Retail & Workplace Technology Team Lead responsible for guiding a technician team across Accent Group’s retail footprint, warehouse environments, and corporate offices. Leads incident response, task allocation, rostering, and escalation handling; oversees deployment and lifecycle management of POS terminals, printers, mobile devices, and office tech; provides 2nd level support for in-store systems during openings, refits, and closures; leads implementation and support of workplace AV, conferencing, and meeting room technologies; manages onboarding/offboarding, asset tracking, documentation, and knowledge base maintenance. Requires experience in IT support/technical services with leadership exposure, familiarity with Intune, Office 365, Active Directory, MDM tools, vendor management, and ITIL training; strong communication skills and a collaborative, customer-focused approach.
Required Qualifications
- 5+ years in IT support/technical services
- 2+ years in a team leadership capacity
- Experience supporting retail store technology environments (POS, printers, mobile devices)
- Familiarity with Microsoft Intune, Office 365, Active Directory, and MDM tools
- Proven ability to manage vendors and coordinate field support teams
- Experience in retail or multi-site environment supporting POS, store networks, and handheld devices
- Proficiency in Microsoft 365, Windows 11, and endpoint management (Intune/Autopilot)
- Familiarity with ITSM tools (ServiceNow, Zendesk, Jira Service Management)
- ITIL v3/4 Training or Certification
- Strong interpersonal and communication skills
- Ability to take ownership of incidents and drive to resolution
- Retail experience is beneficial
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