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 Service Desk Team Leader is responsible for leading the day-to-day operations of the IT Service Desk, ensuring efficient and high-quality technical support across retail stores, distribution centres, and corporate offices.
This role balances hands-on technical support with leadership, coaching, and operational management, ensuring the team meets agreed SLAs, delivers exceptional customer service, and supports business continuity across a fast-paced retail environment.
Key Responsibilities include:
- Manage daily Service Desk operations, ensuring incidents and requests are triaged, prioritised, and resolved within SLA.
- Provide technical guidance and escalation support for 1st and 2nd-level issues related to POS, mobile devices, networks, and applications.
- Oversee queue management and resource allocation to ensure workload balance.
- Monitor ticket trends, identify recurring issues, and drive root cause analysis.
- Ensure accurate and detailed logging of incidents in the ITSM system (e.g., Jira Service Management).
- Lead a team of Service Desk Analysts, providing direction, coaching, and mentoring to build capability and engagement.
- Support workforce planning, including rostering for retail hours and after-hours escalation.
- Maintain strong relationships with field support teams, vendors, and technology partners.
- Champion customer-centric service delivery and continuous feedback loops.
- Track and report on Service Desk KPIs (SLA compliance, FCR, MTTR, CSAT).
- Identify opportunities for automation, self-service, and process efficiency.
- Maintain and expand the internal knowledge base to support first-time resolution.
- Contribute to ITIL-aligned service improvement initiatives.
- Maintain accurate technical documentation, knowledge articles, and standard operating procedures.
To be successful you will ideally have:
- Demonstrated 3–5 years’ experience in IT support or service desk roles, with at least 1–2 years in a leadership or senior analyst position.
- Experience in a retail or multi-site environment supporting POS, store networks, and handheld devices.
- Developing and maintaining performance dashboards
- Proficiency in Microsoft 365, Windows 10/11, and endpoint management (Intune/Autopilot).
- Familiarity with ITSM tools (ServiceNow, Zendesk, Jira Service Management, or similar).
- ITIL v3 Training or Certification
- Strong interpersonal and customer skills with the ability to build relationships at all levels.
- Ability to function and collaborate within a team and remain approachable always.
- Analytical thinker with the ability to identify trends and implement process improvements.
- Ability to perform under pressure and manage competing priorities in a high-volume environment.
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.
