We're Hiring

This is Adairs:

We are clear about why we exist…. To create WOW…. Our passion and purpose is to provide inspiration and expertise; enabling everyone to weave their own story of home.

We know our people, product and loyal customers are our defining point of difference in our market and are better working together in order deliver outstanding results as it’s always… always about the customer!

We are proudly Australian owned and ASX listed, with over 170 stores across Australia and New Zealand (and still growing) and a large online business, we believe in rewarding positive results and are a company that value passion, collaboration and persistence.

About the Opportunity:

The Service Desk Team Lead plays a hands-on role in day-to-day support, actively resolving issues, managing escalations, and ensuring SLAs are met. They also oversee ITIL processes, coordinate workloads, and drive performance while supporting operations across the Support Office, Retail Stores, and the Distribution Centre.

• Act as a hands-on member of the team, providing technical leadership and managing escalations, while ensuring the timely resolution of high-priority incidents within SLA timeframes
• Adhere to best practices and company policies, ensuring compliance with ITIL-aligned procedures and service standards
• Track performance metrics, continuously improve service delivery, and maintain accurate support documentation
• Manage team workloads and roster scheduling to ensure adequate coverage and optimal resource allocation
• Ensure customer satisfaction by addressing their needs and promoting a customer-centric approach, resolving technical issues promptly and effectively

About You:

• Passionate about delivering exceptional service and ensuring customer satisfaction
• Highly proficient in technology, capable of supporting and collaborating with internal customers
• Extensive hands-on experience with retail equipment, in-store technology, and POS systems
• Thorough understanding of IT Service Management (ITSM) principles; ITIL certification preferred for adherence to compliance and processes
• Exceptional communication skills and proven ability to lead and inspire a team

Our Awesome Perks

Our people are everything to us, and we’re big believers in making our workplace fun and energising. It’s why we provide the following tools and benefits to help you thrive in your role:

• Team member discounts ─ 50% off full price styles, 15% off sale styles and free shipping
• Access to tailored learning and development programs through our very own Adairs Academy
• Invitations to our sample sales
• Discounted health insurance and pet insurance thanks to our partnership with Medibank
• Discounted superannuation membership fees thanks to our partnership with REST
• Confidential and free access to our Employee Assistance Program for team members and their family
• Recognition for exceptional individual and team performances at our annual awards night

What Next:

To submit your interest, please click “apply now” and include a cover letter outlining why this is the right opportunity for you and how you meet the “what it takes to be great” along with your resume and you will hear from us.