IT Support Specialist

OVERVIEW

ALO is seeking a IT Support Specialist to lead technology operations and service delivery across our retail and corporate footprint in Australia. This role will ensure the highest level of operational support for our ALO retail stores, new store openings, and corporate employees across the market. The ideal candidate is a hands-on technical leader who can manage a team, support high-visibility retail operations, drive new store technology rollouts, and serve as the face of corporate IT support in the region — all while operating with the independence required of a remote regional leader reporting into a U.S.-based organization.

RESPONSIBILITIES

• Manage, mentor, and develop a team of technical support and field service staff across the region.
• Set performance expectations, conduct reviews, and build a service-oriented culture aligned with global standards.
• Serve as the primary regional point of escalation for technology issues affecting retail and corporate operations.
• Provide day-to-day technical support for Alo retail store operations across Australia, including POS systems, in-store networking, payment systems, and store devices.
• Monitor store technology health and proactively resolve issues to minimize downtime and business impact.
• Partner with Loss Prevention/Brand Protection and Retail Operations teams on technology-related incidents.
• Own the technology deployment lifecycle for new store openings in the region — network installation, POS and hardware setup, connectivity testing, and go-live support.
• Coordinate with local vendors, ISPs, and contractors to ensure store technology infrastructure meets company standards and timelines.
• Develop and maintain a repeatable new-store technology playbook tailored to regional regulatory and infrastructure requirements.
• Provide corporate help desk support for employees in the region, covering hardware, software, network access, and collaboration tools.
• Manage local IT asset lifecycle (procurement, deployment, retirement) in coordination with global IT teams.
• Ensure timely ticket resolution and maintain service level standards consistent with global help desk operations.
• Act as the primary operations liaison for Australia while interfacing with U.S.-based Operations teams.
• Support compliance with local regulatory requirements affecting technology operations (e.g., data localization, cross-border data transfer, network/security regulations).
• Collaborate with global Security Engineering, Infrastructure, and Risk & Compliance teams on regional technology initiatives and audits.
• Support vendor management and local contract coordination in partnership with Legal and Procurement.

QUALIFICATIONS

• 5+ years of experience in IT/technical operations management, with direct people management experience.
• Demonstrated experience supporting retail technologies — POS systems, in-store networking, payment terminals, retail hardware/device management.
• Experience supporting or leading new store opening technology deployments.
• Strong corporate help desk / end-user support background (ticketing systems, hardware/software troubleshooting, asset management).
• Fluency in English (written and spoken) required.
• Willingness and ability to travel regularly within Australia and occationally outside of the country.
• Strong communication skills and ability to operate independently while coordinating with a U.S.-based leadership team across time zones.
• Experience working within a global retail or apparel brand's technology organization.
• Familiarity with Australian regulatory and compliance considerations affecting IT, including data privacy, cybersecurity, and cross-border data transfer requirements.
• Experience with networking/firewall fundamentals and vendor coordination for connectivity and ISP setup.
• Experience supporting corporate wireless/guest network environments in a retail or office setting.
• Project management experience, particularly around multi-site rollouts.