Join one of Australia and New Zealand’s largest retail groups - Accent Group. With a portfolio of over 850+ stores, 34 iconic brands (including HOKA, Skechers, Dr. Martens, Platypus, Hype DC, Stylerunner, Nude Lucy, The Athletes Foot, Sports Direct, Glue Store and Vans), and 30+ online platforms, we’re not just selling shoes - we’re shaping the future of retail. At Accent Group, we’re driven by innovation, passionate about people, and serious about creating standout career opportunities. Whether you’re starting your retail journey or looking to grow into leadership, you’ll be part of a culture that values individuality, rewards performance, and empowers you to make your mark (in your kicks of course!)
The Level 2 IT Support Team Lead plays a critical role in ensuring reliable, efficient, and user-centric technology support across the company’s retail footprint, warehouse environments, and corporate offices.
This role is responsible for leading a team of technicians, overseeing technology delivery across stores and workplace environments, and driving service improvements through standardisation, proactive support, and stakeholder engagement. The role spans both operational support (BAU) and implementation of modern workplace initiatives, including device management, end-user compute, POS systems, and collaboration tools.
Key Responsibilities will include:
- Lead, mentor, and coordinate a team of support technicians covering retail, warehouse, and corporate sites.
- Manage task allocation, rosters, escalation handling.
- Provide leadership across incident response, relocations, and tech fit-outs.
- Oversee deployment and lifecycle management of POS terminals, printers, mobile devices, and office tech.
- 2nd Level Support technology in-store (new store openings, refits, and closures) and ensure on-site readiness.
- Lead the implementation and support of workplace AV, conferencing, and meeting room technologies.
- Manage IT onboarding/offboarding processes, asset tracking, and returns.
- Ensure consistent device builds (Intune Autopilot / Windows / iOS / mac OS) and compliance with company standards.
- 2nd Level support and troubleshoot key systems including: POS environments (hardware and software), Mobile Device Management (Intune), Collaboration platforms (O365, Teams, Zoom), Printing, Wi-Fi, VPN, and other user technologies.
- Maintain strong communication with Store Ops and IT teams.
- Identify improvement opportunities in service delivery and tech usability.
- Support rollout of strategic projects (WMS, security upgrades, infrastructure modernisation).
- Maintain accurate documentation and knowledge base articles for support teams and end users
To be successful you will ideally have:
- Demonstrated 5+ years in an IT support/technical services role, including at least 2 years in a team leadership capacity.
- Experience supporting retail store technology environments, including POS, printers, and 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 a 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, or similar).
- ITIL v3/4 Training or Certification
- Have a Make it Happen Attitude
- Strong interpersonal and customer skills with the ability to build relationships at all levels.
- Excellent listening, verbal and written communication skills.
- Take ownership of the incidents and see them to a satisfactory resolution.
- Able to function and collaborate within a team and remain approachable always.
- Retail Experience beneficial.
Why Join Accent Group?
- Be part of a dynamic and growing company with a portfolio of the best global brands.
- Opportunity to make a significant impact on our technology team.
- Collaborative and supportive team environment.
- Competitive salary and benefits package.
At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves. The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.
