Tech Support Manager

We are seeking an experienced Tech Support Manager to lead the day-to-day IT support function and take operational responsibility for the technology supporting our Head Office and nationwide retail estate.

The role combines management of the IT support team with hands-on responsibility for our business systems, retail technology, cyber security and store connectivity.

A key part of the role will be the administration and support of Microsoft Dynamics 365 Business Central, together with our third-party business and retail systems, including LS Retail / LS Central POS, Windows-based tills, Android handheld devices and payment terminals.

Cyber security is an important part of the position. Working with our third-party security and technology partners, you will help ensure appropriate safeguards are implemented and maintained across endpoints, systems and networks. You will also work closely with the Compliance team to support our PCI DSS and GDPR requirements.

As a nationwide retailer, the reliability of our store technology is critical. You will take responsibility for the support of technology across our retail estate and work closely with Retail Operations and external suppliers on store connectivity, technology improvements, new store openings, relocations and technology rollouts.

You will manage and develop the IT support team, providing technical guidance, ensuring effective escalation and promoting a high standard of service and knowledge sharing.

Candidates will require a strong background in technical support and business systems administration, together with excellent operational, organisational and communication skills. You should be comfortable taking ownership of problems and coordinating internal teams and external suppliers through to resolution.

Please be aware this role is on-site in our Gloucester office so you need to live within commutable distance to GL10.

• Manage the day-to-day IT support function, ensuring incidents and service requests are appropriately prioritised, escalated and resolved.
• Manage, mentor and develop the IT support team, promoting knowledge sharing and continuous improvement.
• Coordinate 1st, 2nd and, where appropriate, 3rd line support through the IT ticketing system.
• Take ownership of significant or recurring technical issues, including root-cause analysis and implementation of solutions or workarounds.
• Develop and maintain support processes, procedures and knowledge-based documentation.
• Manage the IT out-of-hours support rota and escalation process.

• Support and administer Microsoft Dynamics 365 Business Central, including users, permissions, configuration and operational processes.
• Work with business users and external Business Central partners to investigate issues and coordinate system changes and improvements.
• Support and administer third-party business applications, managing configuration, access, upgrades and supplier escalations.
• Support LS Retail / LS Central POS, Windows-based tills, Android handheld devices, payment terminals and associated retail technology.
• Work with third-party vendors to diagnose and resolve application, POS, payment and hardware issues.

• Take an active role in maintaining the cyber security of the company's technology environment.
• Work with our third-party cyber security partners to ensure appropriate safeguards and security controls are implemented and maintained.
• Monitor the operational effectiveness of endpoint protection, XDR and MDR services, ensuring security alerts and incidents are appropriately investigated and escalated.
• Support the security of the company's network and SD-WAN environment, including Network Access Control (NAC), firewalls and wireless infrastructure.
• Work with the Compliance team to support PCI DSS and GDPR requirements, providing technical information, evidence and assistance with remediation activities.
• Ensure appropriate PCI DSS operational processes are followed within the retail estate, including PDQ/payment terminal tamper checks and associated record keeping.
• Maintain appropriate access controls and support vulnerability remediation, security updates and other security improvement activities.

• Take operational responsibility for the support of technology across the company's retail stores.
• Work closely with Retail Operations to improve the reliability and performance of technology and connectivity within existing stores.
• Evaluate connectivity and technology options for new store locations, considering performance, resilience, availability and lead times.
• Coordinate the technology requirements for new store openings, relocations and refurbishments, including connectivity, networking, equipment procurement, configuration, testing and deployment.
• Coordinate telecommunications, networking and other technology vendors to ensure services and equipment are delivered in time for store openings.
• Attend stores and other company locations…