Tech Support Team Lead

Ghanda; Geelong; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Clothing allowance

Annual performance bonus

Family clothing discount

Career progression

Job summary

Ghanda in Geelong is seeking a hands-on Tech Support Team Lead to guide our IT operations across multi-site stores. This player-coach role reports to the IT Manager and keeps you actively hands-on while mentoring the team.

You’ll own helpdesk processes, escalation management, server and network upkeep, and vendor relations, with a focus on improving IT service delivery for Ghanda’s 100+ stores nationwide.

Qualifications

• Solid hands-on IT support and systems administration experience.
• Experience leading or mentoring a support team.
• Strong knowledge of M365, Active Directory and Windows Server.
• Proven ability in network design (WAN/LAN) and multi-site support.
• Calm, independent problem-solving style with clear communication.

Responsibilities

• Lead, mentor and support the tech support team.
• Senior escalation point; handle tickets daily.
• Own helpdesk administration, queues and reporting.
• Build and maintain the self-help portal.
• Server maintenance and uptime across the environment.
• WAN/LAN management for Head Office, DC and 100+ stores.
• Administer Microsoft 365 and Active Directory.
• Oversee store infrastructure, POS hardware and networks.
• Manage vendor relationships.
• Identify IT process improvements.

Skills

Team leadership

IT support

Problem-solving

Clear communication

Multitasking

Linux/Windows VMs

Retail/multi-site support

Tools

Microsoft 365

Active Directory

Windows Server

WAN/LAN

POS hardware

Job description

We're on the hunt for a hands-on Tech Support Team Lead to join the #GhandaGang in South Geelong, VIC!

Join the fun and enjoy:

• Being part of a family-run business and a purpose-driven workforce
• A generous remuneration package, including clothing allowances and an annual performance bonus
• Clothing discount for you and your direct family
• Genuine career progression in a business that keeps growing

About us

Ghanda began in Torquay, VIC, in the early 2000s, selling hand-printed tees at the local skatepark and music festivals.

Today we're the largest 100% Australian-owned and operated clothing brand, with an onshore manufacturing facility and distribution centre in Geelong and more than 100 stores nationwide.

About the role

Reporting directly to the IT Manager, you'll lead our Tech Support team while staying firmly on the tools. This is a player-coach role.

A day in the life

As our Tech Support Team Lead, your responsibilities and projects will include:

• Leading, mentoring and supporting a team, including workload, priorities and development
• Acting as the senior escalation point, and working tickets yourself day to day
• Owning helpdesk administration, including queues, reporting and continuous improvement
• Building out and maintaining our self-help portal so teams can solve common issues themselves
• Server maintenance, patching and uptime across our environment
• WAN/LAN management across Head Office, the Distribution Centre and 100+ stores
• Microsoft 365 and Active Directory administration, including users, licensing, security and access
• Store infrastructure: new store openings, refits, POS hardware and in-store networks
• Managing vendor relationships
• Identifying IT process improvements across the team

An ideal addition to the #GhandaGang will have:

• Solid hands-on experience in IT support or systems administration, and a real willingness to get your hands dirty with tickets
• Experience leading or mentoring a support team, or being the go‑to senior tech
• Strong working knowledge of M365, Active Directory, Windows Server
• Proven in network architecture design (WAN/LAN)
• Experience supporting multi-site or retail environments (highly regarded)
• A calm, independent problem-solving style: you work out what's wrong and fix it without waiting to be told
• Clear communication skills, with the ability to explain tech to anyone from the shop floor to the boardroom
• Strong organisational skills and the ability to juggle competing priorities
• Strong understanding of Linux/Windows virtual environments

Bonus points (not deal-breakers):

• Relevant certifications (e.g. Microsoft, CompTIA, Cisco)

At Ghanda, we value the right attitude over experience.

If you think you're the next best thing to hit the #GhandaGang, we can't wait to hear from you!

This is an on-site role based at our Head Office and is not available as a remote position. No recruitment agencies.