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 – prioritizes user experience and service quality
*please note this role is based 5 days in the office