Store Technology Team Lead

Description The Store Technology Team Lead is a senior technical role responsible for supporting the effective, secure, and reliable operation of store technology across the organisation’s retail estate. The role ensures that technology enables stores to trade efficiently, colleagues can perform their roles effectively, and customer experience is protected during trading hours.

Final date to receive applications: 26 February 2026

Department: IT

Location: Coventry

This role provides operational leadership, subject-matter expertise, and coordination across store technology activities. The role deputises for the Store Technology Manager when required, ensuring continuity of service, decision-making, and communication, without holding formal line management responsibility. This is a hands-on role combining technical delivery, operational oversight, service improvement, and stakeholder collaboration within a fast-paced retail environment.

Store Technology Operations

• Act as a senior technical escalation point for store technology incidents and issues
• Support the availability and performance of store systems, devices, and infrastructure
• Ensure incidents impacting sales, stock management, or customer experience are prioritised and resolved effectively
• Support new store openings, refits, closures, and major change activity from a technology perspective
• Collaborate with Service Desk, delivery, and infrastructure teams to ensure seamless store support

Operational Leadership & Deputising

• Provide deputised cover for the Store Technology Manager when required
• Support operational coordination, including daily activities, stand-ups, and workload prioritisation
• Act as a point of escalation for procedural, operational, and store-impacting decisions
• Ensure continuity of service and clear communication during periods of change or increased demand
• Support adherence to agreed service standards, SLAs, and operational priorities

Asset, Hardware & Software Management

• Oversee and undertake BAU hardware replacements and refresh activities
• Build, configure, test, and deploy store technology equipment in line with standards
• Monitor and reconcile handheld devices and endpoint status across the store estate
• Maintain accurate records of hardware assets, locations, and lifecycle status
• Track and monitor software licences, usage, and compliance, escalating risks where identified
• Support procurement and planning through accurate asset and inventory reporting

Process, Documentation & Compliance

• Contribute to the development, maintenance, and continuous improvement of store technology procedures
• Ensure documentation remains current, accessible, and aligned to operational reality
• Promote consistent adherence to agreed processes and standards
• Identify gaps, risks, or inefficiencies in processes and propose practical improvements
• Support audits, reviews, and governance activity related to store technology operations

Reporting & Stakeholder Engagement

• Prepare and deliver regular reporting on store technology activity, assets, risks, and performance
• Provide clear updates on BAU work, deployments, upgrades, and Service Desk-driven activity
• Communicate effectively with IT leadership, retail stakeholders, and third-party suppliers
• Build strong working relationships with store teams, ensuring technology support is commercially aware and customer-focused
• Act as a bridge between retail operations and wider IT functions

• Proven experience in an IT support or store technology role within a retail or multi-site environment
• Strong hands-on experience supporting store systems such as EPOS, handheld devices, and peripherals
• Experience working with endpoint management, asset tracking, and ticketing systems
• Solid understanding of IT service delivery within trading-critical environments
• Strong communication skills, with the ability to engage non-technical stakeholders
• Demonstrated ability to prioritise effectively under pressure

• Experience supporting large or complex retail estates
• Knowledge of ITIL or service management frameworks
• Experience working closely with Service Desk or field-based support teams
• Relevant technical certifications (e.g. Microsoft, CompTIA, ITIL)

• Strong customer and store-focused mindset
• Calm, resilient, and solutions-oriented under pressure
• Highly organised with strong attention to detail
• Collaborative and supportive working style
• Proactive approach to continuous improvement

• Consistent availability and reliability of store technology
• Minimal disruption to store trading caused by technology issues
• Clear operational continuity during management absence
• Accurate and compliant asset and licence management
• Positive feedback from retail and IT stakeholders
• Ongoing improvements to store technology stability and processes

• Competitive salary and benefits package
• Hybrid role, based in London/Coventry
• Holiday allowance
• 50% staff discount & 25% for family and friends
• Pension scheme