IT Service Delivery Lead

1 week ago

Eagle Farm, Australia Lorna Jane Full time

**At Lorna Jane**:

- We think customer, they are at the heart of everything we do.
- We are accountable, we take personal responsibility for our results and our growth, and we think, act and make decisions with intention.
- We challenge the status quo, we are game changers, the world has enough followers.
- We are hungry for success, and we never give up on achieving our goals.
- We believe in each other, we are one team, inspiring each other to achieve success.

About the role
The IT Service Delivery Lead manages the performance of frontline IT support to the business, ensuring the IT Support Team are meeting and exceeding benchmarks, whilst providing exceptional technical support & guidance for any business changes or projects.

**Responsibilities**:

- Lead and support the Service Desk Team to action all requests in SLA
- Support Level 1 & 2 IT requests for our Lorna Jane stores
- Track requests and resolutions along with unresolved or repeat issues in the internal tracking system
- Monitor policies and procedures and ensure these are maintained by the team
- Ensure repeat issues are actioned appropriately ensuring the seamless operations of store POS systems
- Always ensure effective communication to the business around critical situations
- Manage staffing levels & roster to effectively cover Store & Head Office hours
- Support the IT Operations Manager in recommendations around business process improvements
- Develop strong & effective stakeholder relationships with department heads and retail leaders
- Manage the procurement of IT hardware for new team hires

**Profile**:

- Tertiary Qualification in Information Technology / IT Support

Minimum 4-5 years’ experience in a level 2 support role
Demonstrated ability to lead a high performing team
Advanced experience with MS Office 365, Power BI/SSRS, Modern Retail POS & Microsoft desktop operating systems desktop hardware
Experience supporting a high IT ticket volume & excellent customer service
Experience troubleshooting Routers, Switches, Cabling, Desktops and Printers etc
Demonstrated ability to identify, analyse, resolve, and escalate a problem effectively

Why Lorna Jane?

Lorna Jane are on a transformational journey, implementing exciting new technologies and working on a strategy to be the best Activewear brand on the planet We are focussed on providing a quality employee experience, and as such are building a strong EVP.
- Enjoy a culture of wellbeing with Fit Friday and Wellness Wednesdays - classes and events held regularly to promote and facilitate health and wellbeing.
- Work within a supportive, fast-paced, excellence driven environment with a close-knit team
- Enjoy wearing your activewear to work, and receive a generous discount on the latest collections
- On-site parking and cafe

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