IT Support Coordinator

Black Sheep Coffee; City of Westminster; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading UK coffee chain is seeking an IT Support Coordinator to provide best-in-class support for systems across its global operations. Responsibilities include supporting store IT systems, troubleshooting hardware and software, and maintaining communication with stakeholders. The ideal candidate will have experience in IT administration, knowledge of restaurant technologies, and excellent problem-solving skills. Join this dynamic team and contribute to the rapid growth of the company with competitive benefits.

Benefits

Annual discretionary bonus – up to 15%

Monthly phone bill reimbursement – up to £50

Free coffee and 50% off food items

Access to discounts via Wagestream

Employee Assistance Programme

Pension plan with employer contribution

Free daily breakfast and snacks

Biannual staff socials

Qualifications

• Proven experience in an IT administrator or technical support role.
• Experience with restaurant technology systems.
• Strong IT infrastructure knowledge.

Responsibilities

• Support store IT systems and communication.
• Respond to help desk requests promptly.
• Administer and troubleshoot IT hardware and software.

Skills

Problem-solving

Communication skills

Cross-functional collaboration

IT troubleshooting

Flexibility

Quality Assurance

Education

Experience as an IT administrator or technical support analyst

Tools

Microsoft 365

POS systems

KDS

macOS

Job description

About Black Sheep Coffee

Black Sheep Coffee is seeking a personable, skilled and motivated IT Support Coordinator to provide best‑in‑class support to our global HQ, stores and customers. As part of the Category & Product team, this role plays an integral part of the IT function, supporting Black Sheep Coffee’s various systems and tech stack across our international environment (UK/USA/GCC). The ideal candidate will have a proven technical background with experience in the retail or hospitality industry.

Responsibilities

• Support store IT systems and subsequent ordering channels including POS, Kiosks, App, Digital Signage, ensuring stores have the adequate tools and connectivity in place to trade efficiently.
• Assist 3rd‑party IT support to provide support to all stores.
• Respond to all Zendesk (ticket system) requests daily, ensuring both store and customer queries are up to date.
• Provide clear and timely communication regarding system statuses, issues, and updates.
• Administer all systems including Office 365, POS, customer kiosks, kitchen displays and other ordering platforms.
• Assist in support of retail software, hardware (computers, laptops and printers) and networks at Head Office, including troubleshooting and liaising with external companies as required.
• Procure stock, set up and ship to sites or support partners.
• Provide technical support to Head Office users and onboard new HQ employees.
• Administer and support the infrastructure for customer loyalty and promotional systems.
• Oversee the installation, configuration and maintenance of all ordering systems within the retail environments.
• Provide technical support for any issues related to loyalty program systems and promotions.
• Coordinate the testing of new updates and features in collaboration with development teams.
• Prepare and execute test plans for product launches and updates, ensuring system compatibility and performance.
• Analyse and resolve any issues that arise during product implementation or post‑launch.
• Conduct store visits to support IT environment and new store openings.

Qualifications

• Proven experience as an IT administrator, technical support analyst or similar.
• Experience with restaurant technology systems (POS, KDS, kiosks, app, loyalty, digital signage).
• Good knowledge of Microsoft 365 systems (Windows, Office 365) and macOS.
• Strong understanding of IT infrastructure, including networks and connectivity.
• Experience with IT hardware, software installation, maintenance and troubleshooting.
• Ability to solve issues quickly and efficiently.
• Maintain positive and supportive relationships with all stakeholders.
• Strong QA/testing skills with knowledge of product launch cycles.
• Excellent problem‑solving and troubleshooting abilities.
• Strong communication skills and ability to collaborate with cross‑functional teams.
• Ability to prioritise according to business needs and deadlines.
• Excellent verbal communication skills.
• Flexibility to support occasionally on evenings, weekends and bank holidays.

Benefits

• Annual discretionary bonus – up to 15% of previous year’s earnings.
• Monthly phone bill reimbursement – up to £50 per month.
• Free coffee and hot drinks at any of our locations, plus 50% off food items.
• Access to Wagesteam, offering a variety of high‑street discounts.
• 5% interest on savings through Wagestream Build Pot.
• Employee Assistance Programme (EAP) – confidential counselling and advice.
• Wellness app through our EAP.
• Pension plan through NEST pensions – 3% employer contribution.
• Free daily breakfast, snacks and commercial coffee machine in the office.
• Monthly pub drinks, biannual staff socials and a fully stocked drinks fridge.
• Rapid career progression and development opportunities.

Why Join Us

Join the thriving team at Black Sheep Coffee, the rapidly expanding 4th largest coffee chain in the UK. With our sights set on further growth, this is an exciting opportunity to be part of our success story. Since our establishment in 2013, we have captivated coffee lovers with our commitment to quality and innovation. We are one of the leading players in the UK coffee scene, and with continuous expansion plans there has never been a more exciting time to join us. As a member of our team, you will have the chance to contribute to our upward trajectory and be part of our ambitious journey towards shaping the future of the coffee industry. We foster a dynamic and collaborative work environment where your ideas are valued, and your professional growth is encouraged. With a strong emphasis on teamwork and a passion for excellence, we provide a supportive platform for you to thrive and make a meaningful impact.

Don't miss the opportunity to be part of a rapidly growing company that values innovation, quality, and the power of exceptional coffee. Join Black Sheep Coffee today and embark on a rewarding career that offers unlimited potential.