Senior Retail IT Helpdesk - Weekend Escalation Lead

Windsor Fashions; Santa Fe Springs (CA); On-site; USD 70,000 - 95,000; Full time

Job summary

Windsor Fashions is seeking an experienced Senior Retail IT Helpdesk Technician to serve as the senior escalation resource for the Retail Helpdesk during the assigned shift, with primary responsibility for weekend coverage. This role requires strong technical judgment, proactive follow through, and clear communication across multiple teams and vendors.

The candidate will own coordination of store technology work, including new store openings, brand refreshes, equipment deployments, and

Qualifications

• 4–6 years in helpdesk or retail technology support.
• Retail helpdesk experience preferred.
• Able to remain flexible with shifts including weekends.
• Experience coordinating field technicians or store-related projects is preferred.
• Excellent written and verbal communication skills.

Responsibilities

• Serve as the senior escalation point for Retail Helpdesk during the assigned shift, especially on weekends.
• Provide shift-level operational coverage by prioritizing workload and ensuring ownership.
• Monitor the support queue, calls, and escalations; respond based on business impact and urgency.
• Own advanced troubleshooting and coordination for store technology including POS, mobile devices, printers, networks, Wifi, and related equipment.
• Coordinate new store openings, relocations, brand refreshes, and other store projects from staging to installation and turnover.
• Schedule and direct third-party field technicians and vendors with complete scopes and validation criteria.
• Follow up on dispatches until completion; document results and arrange return visits if needed.
• Maintain timely ticket and project documentation with decisions, ownership, and next actions.
• Provide clear status updates for high-impact incidents and store projects, including handoffs to IT teams.

Skills

Retail tech support

Helpdesk escalation

Store technology coordination

POS systems

Windows 10/11

Active Directory

Communication skills

Time management

Vendor coordination

Job description

Windsor Fashions is seeking an experienced Senior Retail IT Helpdesk Technician to serve as the senior escalation resource for the Retail Helpdesk during the assigned shift, with primary responsibility for weekend coverage. This role requires strong technical judgment, proactive follow through, and clear communication across multiple teams and vendors.

The candidate will own coordination of store technology work, including new store openings, brand refreshes, equipment deployments, and