Tech Support Team Lead — Hands-On, Multi-Site IT Leader

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

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.