IT Support Team Lead

Since 2011, THE ICONIC has redefined the future of retail in Australia and New Zealand. As the #1 fashion e-commerce & lifestyle destination in the region, our e-commerce platforms provide an inspiring and seamless end-to-end customer experience through our own technology innovations.

THE ICONIC Tech  is driven by innovation.  Our Data Engineering teams work to solve complex problems and deliver data to propel our business forward, powering the insights that are used in our decision making.

We are a diverse and dynamic community of over 1,000 people working towards our purpose “To bring on the future of shopping”. This diversity is at the heart of everything we do and gives real meaning in creating a positive impact in the world, from our ethical sourcing and sustainability strategies to our community engagement and diversity.

About the role:

• Deliver superior and personalised customer support experiences ensuring services delivered in line with service level targets.
• Generate dashboards to monitor performance and create reports to seek insights to drive service improvements that create better outcomes for our customers.
• Own customer satisfaction. Monitor customer satisfaction surveys, following up on user-feedback responses and taking action to adjust service if required.
• Act as an escalation point for the team and manage escalated or complex issues through to resolution.
• Monitor support queues and assign work to ensure customer tickets are responded to and ensure a fair and balanced workload across the team.
• Oversee the scheduling of the team to ensure that there is adequate support cover at all times.
• Own the asset management of IT managed devices across the business.
• Support in the delivery of IT projects.

What we are looking for

• A demonstrated understanding of a Service Desk Leaders ITIL responsibilities
• Previous experience in similar role
• Enthusiastic and ‘can-do’ attitude
• Passion for IT and providing exceptional customer experiences
• Professional presentation and clear communication skills
• Excellent written and verbal communication skills
• A willingness to travel and support other hub locations when required
• A practical quick learner who is open to new challenges
• Growth mind-set, we never stop learning! 

Technical Experience

• Experience working with a Service Desk Ticketing System
• Experience working with Microsoft and Apple products including: Microsoft Windows O/S, Microsoft Office, Office 365, Google Workspaces, Mac OSX, Apple iOS and Android 
• Experience of working with Microsoft Windows Server environments and Active Directory
• Experience of working with MDM technologies such as MobileIron and Jamff
• An understanding of network concepts

Professional Experience

• Relevant tertiary and/or professional qualifications in ICT or related discipline

Additional Information

We are committed to providing reasonable arrangements to all individuals participating in our application and interview process, and while performing job functions. If you require any accommodations or adjustments prior to the submission of your application or throughout your interview process, please contact our Talent Acquisition team directly: [email protected]