- Company Name
- Hawes and Curtis
- Job Title
- IT Support Manager
- Job Description
-
**Job title**
IT Support Manager
**Role Summary**
Lead and manage a distributed IT support team across multiple retail sites, ensuring high availability of POS, inventory, and back‑office systems. Drive service excellence through budgeting, vendor management, and ITIL‑based processes, while providing hands‑on technical support and developing team skills.
**Expectations**
- 3+ years of IT support team leadership in a retail environment.
- Proven ability to manage multi‑site operations, budgets, and vendor relationships.
- Strong technical foundation in Windows, macOS, POS, networking, and cloud (Azure).
- Hands‑on knowledge of Microsoft 365 Admin Centre, Intune, SharePoint.
- Experienced with IT service tools such as ServiceNow or Jira.
- ITIL certification (mandatory); PRINCE2 preferred.
**Key Responsibilities**
- Lead, coach, and develop a small IT support team across all retail locations.
- Maintain continuous availability and performance of POS, inventory, and back‑office systems.
- Prepare and control the IT support budget, forecast expenditures, and report variance.
- Negotiate and manage vendor contracts, SLAs, and service relationships.
- Deliver frontline support for hardware, software, networking, and cloud incidents.
- Implement and continually improve ITIL‑based service management processes.
- Collaborate with business units on technology deployments and operational initiatives.
- Monitor system health, identify risks, and proactively mitigate incidents.
- Ensure compliance with cybersecurity, data protection, and industry standards.
- Create training programs, documentation, and knowledge base to upskill staff.
**Required Skills**
- Team leadership, mentoring, and distributed team management.
- Budgeting, cost optimisation, and financial reporting.
- Vendor negotiation, contract management, and SLA oversight.
- Technical fluency: Windows, macOS, POS systems, networking, Azure, Microsoft 365, Intune, SharePoint.
- Service‑management tools: ServiceNow, Jira, or equivalent.
- ITIL processes: incident, problem, change, release, and configuration management.
- Strong communication, empathy, problem‑solving, strategic thinking, adaptability, accountability, collaboration, and customer‑centric focus.
**Required Education & Certifications**
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
- ITIL Foundation (or equivalent) – mandatory.
- PRINCE2 Foundation/Practitioner – highly desirable.