IT Support Manager
3 days ago
City of London
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