Summary Of The Position
We are seeking a highly skilled and experienced Retail IT Deployment & Support Manager to lead the implementation and support of Point of Sale (POS) systems across retail environments. This role involves managing end-to-end deployment projects, resolving technical issues, and applying deep knowledge of retail operations to ensure seamless system performance and enhanced customer experience.
Key Accountabilities
- Manage software rollouts and updates across Windows and macOS environments, ensuring compliance and performance.
- Lead and manage full-cycle deployment projects for Point-of-Sale systems, including planning, installation, configuration, testing, and client coordination to ensure successful implementation.
- Troubleshoot and resolve issues related to POS systems and retail servers, ensuring minimal downtime and maintaining operational continuity in high-volume retail environments.
- Apply in-depth knowledge of retail processes such as POS operations, order management, and cash handling to align system functionality with business needs and improve workflow efficiency.
- Serve as the primary point of contact for clients during deployment and support phases, ensuring clear communication and timely resolution of concerns.
- Conduct thorough testing of deployed systems to ensure optimal performance, usability, and compliance with operational standards.
- Maintain detailed records of deployments, issue resolutions, and system configurations for future reference and continuous improvement.
- Understands the impact of non-delivery on the reputation of PMC with the client
- Provides regular client and internal communication on assigned activity and incidents - ensure that interested parties are clear on current status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager.
Please note, that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business.
Skills and Experience | Essential
- Hardware Troubleshooting & Installation
- Software Deployment Windows & macOS Administration
- Network Connectivity & Configuration
- ITIL Foundation Knowledge
- Asset & Inventory Management
- Remote Support Tools
- Communication & Stakeholder Coordination
- Change & Incident Management
Skills and Experience | Desirable
- Good understanding Tomcat services, PED machines, Peripheral devices (printer, scanner etc).
- Good understanding of ITIL framework and processes. ITIL certification is preferred.
- Working knowledge/experience on Linux - preferred but not must
- Able to share ideas with the team and self-confident.
- Go-getter and solution-oriented personality
- Very quick learner and keen to learn new things
- Reliable & accountable individual who can manage client interaction
Personal attributes
- A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
- Having worked in a fast paced, dynamic environment
- Empathy and the ability to communicate both internally and externally
- Ability to multi-task, work under pressure and to tight deadlines
- Positive can-do attitude, team player
- Efficient and Proactive
