Lovisa is fast-fashion Retail

Lovisa is global, and its growth is infectiously energetic

See us at careers.lovisa.com

POSITION PURPOSE AND EXPECTATION:

IT Team Leader - Store Support ensure effective delivery of IT services for one of Lovisa’s global support regions (EMEA, Americas, APAC and China/CA). This role is part of Lovisa’s Global IT team which operates as a 24x7 global support function, with regional support centres located in Australia, South Africa, Europe and North America. Lovisa’s Service Delivery Team are largely focused on providing Level 1 and Level 2 support to Lovisa’s retail stores, regional offices and distribution centres.

The IT Team Leader - Store Support will be responsible for:

Ensuring Lovisa Stores, Support Centres and Distribution Centres are receiving a high standard of IT support in accordance with Global IT policies.

Incident resolution:

Individual, hands-on contribution to manage Incidents and Problems; and

Managing the day to day activities of a small number of regional team members; and

Management of incidents under a follow-the-sun support model in order to ensure progress continues around the clock while solving time critical issues from other regions.

Keeping the regional management teams aware of status regarding operational issues to ensure effective relationships are maintained between IT and various regional teams.

Day to day performance management of IT vendors and contractors to ensure fit for purpose relationships and effective service delivery with significant relationships with providers of:

Internet Services.
Point of Sales (POS) systems.
Field Services (Store Support).
Mobile telephony.
Office hardware and software.

Working with the Level 1 – Global Service Desk to ensure effective ticket management.

Working with Level 3 teams (Infrastructure, Data, Applications) to ensure effective support and escalation management.

Providing ad-hoc assistance to Lovisa’s New Store Team for the initial IT set up of Stores.

Ongoing development of Knowledge Articles for supporting the environment.

Manage on-/off-boarding of regional team members including their equipment and IT access requirements.

Contributing towards the continuous improvement of all IT services.

Occasional work outside normal business hours to support the above.

Required skills and attributes:

- Tertiary qualification (or relevant experience to match) in Information Technology or related discipline.
- Minimum of 2 years experience in a similar Service Delivery role, or Technical Team Leadership role.
- Awareness or certification in ITIL Foundations, and a good understanding of IT Service Management concepts.
- Exposure to Microsoft and Cisco administration tools.
- Written and verbal communication skills presentable and tuned to the audience.
- Technical problem-solving skills.
- Customer service mindset and an ability to work with teams of varying levels across multiple geographies.
- Vendor & Commercial Management.
- (Desirable) Experience with Point-of-Sale (POS) systems in retail operations.
- (Desirable) Practical experience with Mobile Device Management (MDM) tools.
- (Desirable) Project Management experience.

We believe in supporting diverse cultures and harnessing the unique knowledge and experience of our team. We celebrate our global presence, by supporting our culturally diverse team around the world.