POS Support Lead

About the role

We are looking for an experienced POS Support Lead to oversee the point‑of‑sale technology across our retail network in Melbourne. The role combines hands‑on technical troubleshooting with team leadership, vendor coordination and continuous improvement of retail systems.

Key responsibilities

• Lead day‑to‑day support for POS systems, applications, and retail technology.
• Act as the escalation point for complex POS incidents and technical issues.
• Monitor system performance and drive continuous improvement initiatives.
• Manage POS upgrades, patching, deployments, and hardware refresh activities.
• Lead and mentor a team of POS support specialists.
• Coordinate with vendors, store operations, and technology teams to ensure smooth support delivery.
• Maintain support documentation, processes, and knowledge articles.

Required profile

• Proven experience leading or mentoring technical support teams.
• Strong hands‑on experience with POS systems and retail technology support.
• Solid knowledge of Windows environments, SQL databases and networking fundamentals (LAN/WAN).
• Experience with ticketing/service management systems.
• Ability to troubleshoot and resolve complex technical issues.
• Excellent stakeholder management and communication skills.
• Degree in Information Technology, Computer Science or equivalent practical experience.

Required skills

• POS systems
• Windows operating system
• SQL databases
• LAN/WAN networking
• Ticketing/service management tools
• Scripting languages (SQL, Shell, Java, Batch)
• Integration technologies (MQ, JMS, XML)
• Retail applications such as JDA, Oracle RPAS