Job Specifications
About Us
Hawes & Curtis is a quintessentially British heritage brand with a legacy in luxury shirting, fine tailoring, and stylish casualwear. With a strong reputation for quality and timeless design, we are proud to dress the modern gentleman and woman with impeccable craftsmanship and style.
The Role
A high-profile and established retailer is looking for a proactive and experienced IT Support Manager to lead our technical support operations across our retail network. The ideal candidate will bring 3+ years of experience in managing IT teams in a retail environment, with strong capabilities in budgeting, vendor management, and hands-on technical support. This role requires a thinker with excellent leadership and interpersonal skills to drive performance, service excellence.
Key Responsibilities
Lead and mentor a small team of IT support professionals across multiple retail locations.
Ensure high availability and performance of retail systems including POS, inventory, and back-office platforms.
Manage the IT support budget, including forecasting, cost optimisation, and reporting.
Oversee vendor relationships, contracts, and service level agreements (SLAs).
Provide hands-on support and troubleshooting for hardware, software, and network issues.
Implement and maintain ITIL-based service management processes.
Collaborate with cross-functional teams to support business initiatives and technology deployments.
Monitor system health and proactively address risks and incidents.
Ensure compliance with cybersecurity, data protection, and industry standards.
Develop training programs and documentation to upskill team members and improve service delivery.
Required Qualifications & Experience
Minimum 3 years of experience in managing IT support teams, preferably within a retail environment.
Strong background in budget management, vendor negotiations, and technical support.
Proven ability to lead distributed teams and manage multi-site operations.
Experience with IT service management tools (e.g., ServiceNow, Jira).
Hands-on expertise in Windows, macOS, POS systems, networking, and cloud platforms (e.g., Azure).
Expertise in Microsoft 365 Admin Centre, Intune, and SharePoint.
ITIL certification and PRINCE2 is highly desirable.
Soft Skills & Leadership Traits
Strong communication skills – able to convey technical concepts to non-technical stakeholders.
Empathetic leadership – fosters a supportive and inclusive team culture.
Problem-solving mindset – approaches challenges with creativity and resilience.
Strategic thinking – aligns IT support with broader business goals.
Adaptability – thrives in fast-paced, dynamic retail environments.
Accountability – takes ownership of outcomes and drives continuous improvement.
Collaboration – works effectively across departments and with external partners.
Customer-centric approach – prioritizes user experience and service quality
*please note this role is based 5 days in the office
About the Company
Hawes & Curtis is a quintessentially British brand specialising in fine tailoring and accessories for men and women. Founded in 1913 by Ralph Hawes & George Frederick Curtis, Hawes & Curtis has since become the go-to brand for British classics whilst continuing to deliver the promise of exceptional quality, innovation and outstanding value. These values are now synonymous with the Hawes & Curtis name.
Hawes & Curtis, a Jermyn street shirtmaker for more than 100 years, is proud of its rich heritage. Since the first store o...
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