Weekend-Coverage Senior Retail IT Helpdesk Lead

Windsor Fashions; Santa Fe Springs (CA); On-site; USD 44,000 - 48,000; Full time

Job summary

Windsor 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. The role oversees store technology work, vendor dispatches, and timely resolution of incidents across multiple teams.

The ideal candidate brings 4–6 years of helpdesk or retail technology support experience, strong communication skills, and the ability to coordinate remote and on-site

Qualifications

• 4-6 years of experience in helpdesk or retail technology support.
• Ability to adjust shifts and coverage as needed to support operations.
• Experience as an escalation resource or senior technician is preferred.
• Strong organizational skills to manage multiple incidents and store projects.
• Excellent written and verbal communication to explain technical issues to non-technical staff.
• Proficiency in English; Spanish is a plus.

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 clear ownership.
• Monitor the support queue, calls, and escalations and respond based on impact and urgency.
• Own advanced troubleshooting and coordination for store technology including POS, mobile devices, printers, payment peripherals, networks, WiFi, and phones.
• Coordinate new store openings, relocations, brand refreshes, and other store projects from staging through turnover.
• Schedule and direct third party field technicians and vendors with a complete scope and criteria.
• Follow up on dispatches and vendor work until completion; document results and next actions.
• Maintain timely ticket and project documentation with decisions, ownership, and status.
• Provide clear status updates for high-impact incidents and handoffs to IT teams.

Skills

Escalation leadership

Shift coordination

Troubleshooting

Customer service

Documentation

Cross-team communication

Tools

POS systems

Mobile devices

Printers

Payment peripherals

Networking

WiFi

Phone systems

Active Directory

Google Workspace

Job description

Windsor 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. The role oversees store technology work, vendor dispatches, and timely resolution of incidents across multiple teams.

The ideal candidate brings 4–6 years of helpdesk or retail technology support experience, strong communication skills, and the ability to coordinate remote and on-site