Objective of the Role:
The organization operates retail convenience stores nationwide. Reporting directly to the Head of IT, the IT Store Support Manager is responsible for ensuring all IT systems and infrastructure in the stores operate as intended, meeting defined SLAs. This includes managing IT installation and implementation of infrastructure and applications for new stores and refurbishments, as well as suggesting improvement initiatives to enhance store operation efficiency and customer experience.

Responsibilities:

Monitor and manage incident tickets to ensure SLA compliance.

Supervise and lead team members to achieve productivity KPIs.

Motivate, coach, and inspire team members to maintain and improve system operations.

Collaborate with other IT teams to ensure timely resolution of store issues.

Manage support for all IT applications at stores, including POS applications, Inventory modules, POS back-office applications, etc.

Manage support for all IT infrastructure at stores, including internet, routers, handheld devices, POS and desktop hardware, etc.

Ensure that documentation, procedures, and guidelines are up-to-date.

Provide hands-on support to resolve user problems when required.

Participate in departmental projects.

Act as a Change Agent in the Digital roadmap to maximize positive organizational impact.

Resolve conflicts and problems effectively.

Support application-specific needs such as promo setup, inventory logic, database management systems, system flow, cost calculation, and rebate calculation.

Requirements:

Degree in Computer Science or equivalent.

Minimum 5 years’ experience in IT Service Management with cross-functional teams.

ITSM certification is an advantage.

Ability to identify transformation opportunities and drive change to improve IT systems and processes in stores.

Proven experience managing IT Service Management, including Asset/Access Management, Incident/Problem Management, and End User Computing.

Experience with POS applications, handheld devices, printers, and other peripherals.

Strong application support experience including promo setup, inventory logic, and understanding of database management systems, system workflows, cost and rebate calculations.

Strong stakeholder and internal communication skills.

Excellent written and verbal communication skills.

Solid organizational skills, with attention to detail and multitasking ability.

Hands-on approach to resolving critical tickets when required.

Proactive in following up on incident tickets to ensure SLA compliance.

Ability to work independently and collaboratively as part of a team.

Good time management, scheduling, analytical, and problem-solving skills.

Eagerness to understand and develop expertise on all store systems.