Retail Tech Support Manager

Role Overview

• Ensure the Retail systems are online, monitored, and maintained
• Review, refine, edit and continually improve all support and delivery processes – working closely with Practice Lead: Operations
• Monitor system performance and troubleshoot issues to minimize downtime and service disruptions. Ensure RI Tech standards are maintained
• Be a point of contact for escalations and own high impacting incidents and problems.
• Manage, plan and monitor BAU and project work to ensure all tasks are completed to a high standard and within expectation – ensuring standard approaches are used
• Ensure teams are managed to be performant, engaged, and mentored
• Work closely with Retail portfolio is delivering their project/initiative needs
• Develop and implement technology strategies to improve retail support and customer experience
• Evaluate emerging retail technologies and recommend solutions that align with business needs.
• Collaborate with stakeholders to define system requirements and optimize workflows.
• Lead system rollouts and support technology adoption across retail locations.
• Ensure data integrity and security across all retail systems.
• Monitor compliance with data protection regulations and company policies.
• Implement backup and disaster recovery procedures to prevent data loss.
• Provide reporting and analytics support to drive business insights.
• Coordinate with vendors and IT teams to implement system updates, upgrades and patches. Working with River Island Vendor Management team
• Manage relationships with technology vendors and service providers
• Help negotiate contracts and service agreements for retail technology solutions.
• Engage with internal teams to align system capabilities with business goals.

Requirements

• 5+ years of experience in retail IT systems management or a similar role.
• Previous experience of agile working, managing a large team in an IT support role within a high-pressured environment.
• Previous experience of working with AWS infrastructure.
• Excellent knowledge of Microsoft and Linux software.
• Previous experience managing store hardware, including Windows Laptops, Samsung Mobile Devices, POS & SCO hardware, iPads and other iOS devices.
• Previous experience using device management solutions, such e.g.: SOTI MobiControl, Intune, LANDesk.
• Strong knowledge of POS systems and experience managing 3rd party POS solution partners.
• Experience with system integrations and API management.
• Excellent problem-solving and troubleshooting skills.
• Strong project management and leadership capabilities.
• Excellent communication skills with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
• Understanding of cybersecurity best practices in retail technology.
• Ability to work in a fast-paced, multi-location retail environment.
• Familiarity with SQL, scripting and database management.

Tech Stack

• AWS
• Cyber Security
• iOS
• Linux
• SQL

Benefits

• Generous 50% staff discount so you can treat yourself to the latest products, and a bargain staff shop on site!
• Reducing Islanders everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more through the Retail Trust.
• A free onsite gym, subsidised restaurant & café to fill your needs. Various social events to socialise throughout the year.
• Enhanced maternity, paternity, adoption & fertility treatment.
• Flexible working, on top of payday and summer early finish Fridays.
• Give as you earn scheme, a ‘Giver Island’ day each year and receive matched funding.
• Support with upskilling through on the job training and qualifications. A succession plan if you want to progress.
• A generous bonus scheme & private pension plan.
• The choice to opt in for healthcare through our provider AXA.
• 25 days paid holiday, exclusive of Bank Holidays. With the added option to purchase additional holiday twice a year for whatever the need!