Tech Support Team Lead
Core
Lead the Tech Support team while acting as a senior escalation point and hands-on technician for IT infrastructure and helpdesk operations.
Role type
Senior IC Tech Support Team Lead (Player-Coach)
Builds
Self-help portal, server environment, WAN/LAN infrastructure, and store IT networks
Domain
Retail / Clothing Brand / Multi-site IT Infrastructure
Deliverable
infrastructure
Required skills
Team leadership and mentoring, Active Directory administration, Microsoft 365 administration, Windows Server management, WAN/LAN network architecture, Linux/Windows virtual environments, Vendor relationship management, Helpdesk queue management
Preferred skills
Multi-site or retail environment support experience, Relevant IT certifications (Microsoft, CompTIA, Cisco)
Technologies
Microsoft 365, Active Directory, Windows Server, Linux, WAN/LAN, POS hardware
Responsibilities
Lead, mentor, and support the Tech Support team; Act as senior escalation point and work tickets day-to-day; Maintain server environment, patching, and uptime; Manage WAN/LAN across Head Office, Distribution Centre, and 100+ stores; Administer Microsoft 365 and Active Directory; Support store infrastructure including new openings and POS hardware; Manage vendor relationships; Identify IT process improvements.