IT Support Manager

Hawes and Curtis; England; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading UK retail company is seeking an IT Support Manager to oversee technical support across its retail network. The role requires a proactive individual with over 3 years of IT management experience, effective budget management, and vendor negotiation skills. Key responsibilities include leading a team, ensuring system performance, and maintaining ITIL-based service management processes. The position is office-based and requires strong communication and leadership qualities to drive service excellence in a dynamic environment.

Qualifications

• Minimum 3 years of experience in managing IT support teams, preferably within a retail environment.
• Strong background in budget management and vendor negotiations.
• Proven ability to lead distributed teams and manage multi-site operations.

Responsibilities

• Lead and mentor a team of IT support professionals across multiple retail locations.
• Ensure performance of retail systems including POS and back-office platforms.
• Manage the IT support budget and oversee vendor relationships.

Skills

Budget management

Vendor negotiations

Technical support

IT service management

Strong communication skills

Problem-solving mindset

Empathetic leadership

Customer-centric approach

Education

ITIL certification

PRINCE2 certification

Tools

ServiceNow

Jira

Microsoft 365 Admin Centre

Intune

SharePoint

Azure

Job description

About Us

Hawes & Curtis is a quintessentially British heritage brand with a legacy in luxury shirting, fine tailoring, and stylish casualwear. With a strong reputation for quality and timeless design, we are proud to dress the modern gentleman and woman with impeccable craftsmanship and style.

The Role

A high-profile and established retailer is looking for a proactive and experienced IT Support Manager to lead our technical support operations across our retail network. The ideal candidate will bring 3+ years of experience in managing IT teams in a retail environment, with strong capabilities in budgeting, vendor management, and hands‑on technical support. This role requires a thinker with excellent leadership and interpersonal skills to drive performance, service excellence.

Key Responsibilities

• Lead and mentor a small team of IT support professionals across multiple retail locations.
• Ensure high availability and performance of retail systems including POS, inventory, and back‑office platforms.
• Manage the IT support budget, including forecasting, cost optimisation, and reporting.
• Oversee vendor relationships, contracts, and service level agreements (SLAs).
• Provide hands‑on support and troubleshooting for hardware, software, and network issues.
• Implement and maintain ITIL‑based service management processes.
• Collaborate with cross‑functional teams to support business initiatives and technology deployments.
• Monitor system health and proactively address risks and incidents.
• Ensure compliance with cybersecurity, data protection, and industry standards.
• Develop training programs and documentation to upskill team members and improve service delivery.

Required Qualifications & Experience

• Minimum 3 years of experience in managing IT support teams, preferably within a retail environment.
• Strong background in budget management, vendor negotiations, and technical support.
• Proven ability to lead distributed teams and manage multi‑site operations.
• Experience with IT service management tools (e.g., ServiceNow, Jira).
• Hands‑on expertise in Windows, macOS, POS systems, networking, and cloud platforms (e.g., Azure).
• Expertise in Microsoft 365 Admin Centre, Intune, and SharePoint.
• ITIL certification and PRINCE2 is highly desirable.

Soft Skills & Leadership Traits

• Strong communication skills – able to convey technical concepts to non‑technical stakeholders.
• Empathetic leadership – fosters a supportive and inclusive team culture.
• Problem‑solving mindset – approaches challenges with creativity and resilience.
• Strategic thinking – aligns IT support with broader business goals.
• Adaptability – thrives in fast‑paced, dynamic retail environments.
• Accountability – takes ownership of outcomes and drives continuous improvement.
• Collaboration – works effectively across departments and with external partners.
• Customer‑centric approach – prioritises user experience and service quality

please note this role is based 5 days in the office