About the Role
Step into a leadership role where your expertise in IT support makes a real impact
We're seeking a
Technical Support Team Leader for our Brisbane (Strathpine) office
to mentor and guide our customer-facing Technical Support Officers, ensuring timely and effective resolution of technical issues. In this pivotal role, you'll oversee daily operations, manage escalations, and optimise service delivery to enhance both user experience and system reliability.
Beyond day-to-day leadership, you'll play a critical role in Major Incident Management, co-owning and leading responses from both a technical and management perspective.
Reporting to the Head of Service Management, your key responsibilities will focus on:
Service Level Management
Incident and Problem Management
Service Improvement
Resource Management and Allocation
Capability Development
Please note that this role requires some on-call availability. The successful candidate must be willing to respond to urgent issues that may arise outside of regular working hours during scheduled on-call periods.
About you
Your vibrant personality, combined with your ability to communicate effectively and manage relationships with stakeholders across all levels of the business, will be key to maintaining trust and delivering results.
In addition, you will bring:
IT industry experience with a background in technical and leadership roles
Experience running or supporting a large, high-volume Technical Support Centre/Service Desk
Technical ability to resolve Level 1 and Level 2 Service Operations tickets and troubleshoot issues across the SRG landscape before escalation
IT Service Management platform configuration, reporting, and management experience
Ability to convey complex ideas clearly and concisely to both technical and non-technical audiences
Ability to thrive in a high-pressure, fast-moving environment while anticipating and overcoming roadblocks
ITIL Certification
Working knowledge of the following:
Windows Server (client/server infrastructure)
ERP systems
O365, SaaS applications
Networking (VPN, TCP/IP, DNS, DHCP)
Remote administration tools
Mobility and iOS
Exchange, Active Directory/Group Policy
File system/security group permissions
Printers and Cisco Call Manager
Microsoft Office, Windows OS, and PC/Mac hardware
WHY JOIN US?
You'll get to join for an organisation with a culture that is driven by innovation and creating awesome experiences for our customers and teams, and will get to work alongside a diverse team across Super Retail Group that is representative of the communities we work in.
Super Retail Group is a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation holder.
We are committed to your professional development and will support on-going opportunities for both learning and progression.
You will get access to generous discounts across all Super Retail Group brands, as well as access to our Perks Programme, including discounts on Health and Wellbeing, Entertainment, Travel and Accommodation and more.
Our Culture of Inclusion
Super Retail Group is proud to be an equal opportunity employer. We support, promote and celebrate diversity and we recognise the benefits a culture of inclusion brings to our workplace and customer experience.
How to apply
Interested candidates for this role should apply by following the links and sending your resume.
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