Information Technology Support Manager

Location:

Milan, Italy (On-site, with travel to retail stores)

Employment Type:

Full-time, Permanent

Reports to:

Group CIO, North Technology Group
Collaborates with:  NTG IT Shared Services (Sri Lanka), NSA Commercial, Retail, Merchandising, Finance, and Logistics teams

About the Role
North Sails Apparel (NSA) operates its core business out of Milan - spanning design, merchandising, wholesale, e-commerce, and a growing retail presence across Europe.
As the  Systems & Support Manager , you will own local IT operations day-to-day on-site. While Group IT Shared Services handles underlying platforms, architecture, engineering, and bulk ticket volumes (via our Sri Lanka service desk), you are responsible for local execution across users, devices, retail stores, and core business applications.

This role is ideal for a  2nd Line Support Specialist or Technical Lead  ready to step up, take ownership of a complete business unit's IT footprint, and manage local budgets and vendor relationships all while remaining hands-on. You will gain deep, practical exposure to modern apparel systems, including Centric PLM, Dynamics 365, Shopify, EDI, and store POS estates.

Key Responsibilities
Milan Office Operations
User Onboarding & Offboarding:  Review requests, prepare devices, arrange access to PLM/Finance platforms, and execute timely offboarding for leavers (account provisioning managed via Shared Services).
Support Ownership:  Monitor the local queue managed by Sri Lanka Shared Services (Super Ops), follow up on escalations, and maintain high support quality for Milan users.
On-Site Hands-On IT:  Manage physical setups including device swaps, meeting room AV, printers, and cabling.
Infrastructure Coordination:  Oversee office and store network installations (cabling, access points, switches) and coordinate local circuit orders with Italian ISPs.
Training & Continuous Improvement:  Educate staff on self-service troubleshooting and feed recurring issue patterns back to Shared Services for root-cause resolution.

Retail Stores Support & Deployment
Store Deployments:  Execute standard store IT builds (POS hardware, payment terminals, network, printers, back-office devices, connectivity).
Retail Escalations & Openings:  Act as primary escalation point for critical store outage incidents (including out-of-hours coverage). Manage IT setups for new openings, relocations, and closures alongside Retail Ops.
Asset Management:  Maintain accurate store IT asset registers and manage local spare inventory pools.

Business Applications & Systems
Application Support:  Provide 1st-line support for  Centric PLM  (user setup, access, data checks).
ERP & Integration Monitoring:  Learn the ERP landscape ( D365 Business Central  and  D365 Finance & Supply Chain ) and trace data/order flows across  Shopify, ERP, EDI partners, and 3PL providers  to pinpoint integration breaks.
Business Requirement Gathering & Testing:  Translate business needs into detailed technical scope for Group IT, run User Acceptance Testing (UAT), and manage local application rollouts.
Vendor & Budget Management:  Collaborate directly with application vendors, review/challenge statements of work (SOWs) and estimates, and manage local NSA IT budget lines.

Candidate Profile
We are looking for a hands-on IT professional with  3 to 5 years of experience  in 2nd line IT support, service desk, or store systems - ideally within retail, fashion, or consumer goods.

Requirements:
M365 & Endpoint Support:  Solid hands-on experience supporting Microsoft 365 (Teams, SharePoint, One Drive, permissions, sign-in issues) and Windows devices via Intune (or equivalent).
Networking Basics:  Practical understanding of local networking (TCP/IP, Wi-Fi, switches, routers) to diagnose faults and direct on-site work.
Retail Technology:  Familiarity with POS systems, payment terminals, and store infrastructure.
Business Systems Curiosity:  A proactive desire to troubleshoot application-level errors (e.g., failed POs, inventory syncs).
Vendor & Requirement Management:  Ability to write clear functional requirements for vendors and critically review technical scopes/quotes.

Languages:

Fluent Italian  and  strong…