IT Support Manager

At The Athlete’s Foot, our team members are highly passionate about inspiring, motivating and empowering our customers to better their best. We believe that people ultimately want to lead a healthy and fit way of life and we want to empower them to do so by providing correctly fitted footwear and personalised service. From their first pair of shoes to their last, our team are there to ensure that whatever activity they want to do, they’re wearing the right shoes. Our service extends beyond our four walls to support our local communities by engaging with health professionals, schools, and local sporting clubs. Joining The Athlete’s Foot is more than just a job, it is a family who cares, develops, grows, and rewards each and every one of us.

What is in it for You?
- A supportive, fun, collaborative and friendly team culture
- The opportunity to work with a growing company and the best global brands
- Ongoing career development and training to grow your career
- Generous employee discount of up to 40% off all our brands plus further discounts across Gym Memberships & Healthcare
- Paid Parental leave and more

Our epic growth continues, and a newly created role is now on offer We are now on the hunt for a The Athlete's Foot IT Support Manager to join our Technology Team in our Waterloo Office, Sydney.

**The Role**:
Reporting into the Head of Infrastructure and Peering with the Melbourne-based IT & New Store Support Manager, we are looking for a dynamic and experienced individual who will oversee the daily operations of ‘The Athlete’s Foot’ (TAF) brand, and it’s dedicated internal Technical Support Team. This role plays a crucial role in ensuring efficient and exceptional service delivery to TAF Team members and Stores. This is a hands-on role responsible leading, mentoring, and motivating the support team, while also contributing to the team's technical expertise and problem-solving capabilities.

**Key responsibilities will include**:
Team Leadership and Management
- Lead, motivate, and coach the TAF support team of technical support specialists.
- Delegate tasks and responsibilities effectively based on individual strengths and workload.
- Conduct performance reviews and provide ongoing feedback to team members.
- Foster a positive and collaborative team environment.
- Manage select Service Vendor and Stakeholder relationships

**Technical Expertise and Problem-Solving**:

- Troubleshoot and resolve technical issues related to the TAF technology network and store infrastructure, or other Accent Group brands as required.
- Stay up to date on latest technology trends and advancements in the technical support field.
- Develop and maintain knowledge base articles and documentation for common technical issues, to optimise resolution of issues and onboarding of new team members.
- Escalate unresolved issues to vendors and other technology teams within Accent Group as required, maintain communication with team members during the escalation.

**Process Optimization and Improvement**:

- Analyse and identify opportunities to improve the efficiency and effectiveness of support processes.
- Implement new processes and procedures to enhance customer satisfaction and team performance.
- Develop and maintain performance metrics to track key support team activities and outcomes.

**Customer Service and Communication**:

- Effectively communicate technical information to diverse audiences, technical and non-technical.
- Manage customer expectations and ensure timely resolution of issues.

**Other Responsibilities**:

- Participate in broader technology team meetings and projects.
- Maintain a strong understanding of company policies and procedures.
- Perform any other duties as assigned.

**To succeed in this role, you will need to have**:

- Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
- Minimum of 5 years of experience in a technical support role, with at least 2 years of experience in a leadership or people management capacity.
- Proven experience in troubleshooting and resolving complex technical issues.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong leadership and coaching skills with the ability to motivate and develop a team.
- Ability to work independently and as part of a team.
- Excellent organizational skills and attention to detail.
- Proficiency in technology service management ticketing systems.
- Experience with retail store technology, networks, end user computing.
- Experience working in a fast-paced environment

At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves.The Accent Group acknowledges, a