Job Summary:

The IT Supervisor for Retail Technical Support oversees day-to-day IT operations across multiple retail branches. This role manages the technical support team, ensures the reliability of store systems (POS, networks, devices), coordinates new store deployments, and drives continuous improvement to support retail operations efficiently.

Key Responsibilities:1. Team Leadership & Operations Management

• Lead, coach, and schedule the technical support team.
• Monitor performance, assign daily tasks, and ensure timely resolution of support tickets.
• Develop standard procedures for troubleshooting and store support.

2. Retail System Support Oversight

• Supervise maintenance and troubleshooting of POS systems, printers, barcode scanners, and store peripherals.
• Ensure systems are updated, secure, and consistently operational.
• Coordinate with system vendors for escalations and upgrades.

3. Network & Infrastructure Management

• Oversee branch network health (LAN, WAN, Wi-Fi).
• Ensure proper deployment and maintenance of routers, switches, access points, CCTV, and biometric systems.
• Support implementation of IT infrastructure improvements.

4. Store Deployment & Rollout Projects

• Lead IT setup for new store openings, relocations, and renovations.
• Ensure proper configuration and testing of all systems before go-live.
• Manage IT asset allocation and inventory for all retail branches.

5. Incident Management & Reporting

• Review logs of support incidents and ensure proper documentation.
• Analyze recurring issues and recommend process/system improvements.
• Prepare weekly/monthly reports on store IT performance and team activities.

6. Policy Compliance & Security

• Ensure adherence to IT policies, cybersecurity protocols, and data privacy guidelines in all retail locations.
• Conduct periodic audits of store IT equipment and systems.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 3–5 years experience in technical support; experience in retail operations is a strong advantage.
• Experience supervising or leading an IT support team.
• Strong knowledge of POS systems, networking fundamentals, and hardware diagnostics.
• Excellent communication, leadership, and problem-solving skills.
• Willingness to travel to branches and support operations outside regular hours when required.

Job Type: Full-time

Work Location: In person