Permanent Full Time role, Hybrid with Profit Share
* Iconic Australian owned and operated global retail business
* A vibrant, team culture where we embrace pace, encourage new ideas & leadership
About the Role
We are looking for a dynamic Senior Helpdesk Administrator to act as the 2IC (Second-in-Command) for our busy Helpdesk team.
In this dual-impact role, you will provide premium frontline IT support to our retail stores and Support Office users while working side-by-side with the Helpdesk Team Leader. You'll play a pivotal role in coordinating daily operations, mentoring junior team members, driving service level agreements (SLAs), and ensuring exceptional customer satisfaction across the business.
Key Responsibilities
* Frontline Support: Deliver high-quality technical troubleshooting and resolution for retail stores and corporate Support Office users.
* Leadership & 2IC Support: Assist the Helpdesk Team Leader in managing daily operations, monitoring team performance, and stepping in to lead when required.
* Mentorship: Guide, coach, and support junior Helpdesk Team Members to elevate their technical and customer service skills.
* Service Delivery: Monitor and drive performance to meet and exceed SLAs, technical targets, and customer satisfaction goals.
* Project Delivery: Assist with broader IT infrastructure, system rollouts, and retail technology projects.
What We Are Looking For
* The Experience: Solid background in a fast-paced Helpdesk or Desktop Support environment (retail, hospitality, or multi-site experience is highly regarded).
* The Leadership: Proven ability or strong desire to mentor staff, coordinate workflows, and act as a natural second-in-charge.
* Technical Savvy: Strong troubleshooting skills across Windows/Mac OS, Active Directory, O365, MDM, POS systems, and network peripherals.
* The Mindset: A true people-person who can translate complex technical jargon into friendly, solutions-focused support.
* The Drive: Ability to remain calm under pressure and handle conflicting priorities in a fast-moving environment.
What's in it for You?
* Career Progression: A clear pathway into IT leadership with formal 2IC responsibilities.
* Dynamic Environment: Work across a diverse retail network and corporate headquarters.
* Great Culture: Join a supportive, collaborative IT team that values professional growth and a healthy work-life balance.
* Perks: Work flexibility along with a competitive salary, generous staff discounts, and ongoing training.
Application
Ready to step up? Apply now with your resume and a brief cover letter outlining your leadership style!
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