Job Specifications
The Role
We are seeking a proactive, hands-on IT Support Manager to lead technical support operations across the brand’s retail and head office. The successful candidate will bring strong experience managing IT teams within a retail setting, with proven capabilities in budgeting, vendor management, systems optimisation, and service delivery. This role requires a confident leader who can inspire teams, enhance processes, and ensure business-critical systems run seamlessly.
Key Responsibilities
Lead, mentor, and develop a small IT support team spanning multiple retail locations.
Oversee the performance and uptime of all in-store and back-office systems, including POS, inventory, and operational platforms.
Manage the IT support budget, including forecasting, reporting, and driving cost efficiencies.
Own relationships with technology vendors, negotiating contracts and ensuring SLA compliance.
Provide hands-on support for hardware, software, network, and store technology issues.
Implement and sustain ITIL-aligned service management processes.
Partner with cross-functional stakeholders to support new technology rollouts and business initiatives.
Monitor system performance, proactively mitigating risks and resolving incidents.
Uphold cybersecurity, data protection, and compliance standards.
Create training materials and documentation to elevate the team’s technical capability and service levels.
Required Experience & Skills
3+ years’ experience leading IT support teams, ideally within a retail environment.
Strong background in budget management, vendor negotiation, and multi-site operational support.
Skilled in IT service management tools (e.g., Jira, ServiceNow).
Hands-on experience with Windows, macOS, POS systems, networking, and cloud environments (Azure preferred).
Confident managing Microsoft 365 Admin Centre, Intune, and SharePoint.
ITIL certification and/or PRINCE2 highly beneficial.
Leadership & Personal Attributes
Excellent communication skills, with the ability to translate technical detail into clear, business-friendly language.
Supportive, empathetic leadership style that fosters a positive, high-performing team culture.
Strong problem-solving abilities with a practical and solutions-focused mindset.
Strategic thinker who aligns IT support operations with broader business goals.
Adaptable and comfortable working in a fast-moving retail environment.
Highly accountable, committed to continuous improvement and service excellence.
Collaborative and confident working across departments and with external partners.
Customer-centric approach with a passion for delivering an exceptional user experience.
Please note: This role is fully on-site, 5 days per week.
About the Company
Quest Search & Selection has over 20 years experience in finding the top talent for blue chip and SME businesses both in UK and internationally. We currently operate from offices in London and Dubai and recruit for organisations throughout the world including some of the largest businesses in the Middle East, Eastern Europe, Asia and Australia.
Quest is a full service recruitment agency: we recruit from entry level all the way through to executive/board level and can assist candidates across a range of disciplines, includin...
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