Job Description

We are seeking an experienced Tech Support Manager to lead the day-to-day IT support function and take operational responsibility for the technology supporting our Head Office and nationwide retail estate.

The role combines management of the IT support team with hands-on responsibility for our business systems, retail technology, cyber security and store connectivity.

A key part of the role will be the administration and support of Microsoft Dynamics 365 Business Central, together with our third-party business and retail systems, including LS Retail / LS Central POS, Windows-based tills, Android handheld devices and payment terminals.

Cyber security is an important part of the position. Working with our third-party security and technology partners, you will help ensure appropriate safeguards are implemented and maintained across endpoints, systems and networks. You will also work closely with the Compliance team to support our PCI DSS and GDPR requirements.

As a nationwide retailer, the reliability of our store technology is critical. You will take responsibility for the support of technology across our retail estate and work closely with Retail Operations and external suppliers on store connectivity, technology improvements, new store openings, relocations and technology rollouts.

You will manage and develop the IT support team, providing technical guidance, ensuring effective escalation and promoting a high standard of service and knowledge sharing.

Candidates will require a strong background in technical support and business systems administration, together with excellent operational, organisational and communication skills. You should be comfortable taking ownership of problems and coordinating internal teams and external suppliers through to resolution.

Please be aware this role is on-site in our Gloucester office so you need to live within commutable distance to GL10.

IT Support & Team Management

• Manage the day-to-day IT support function, ensuring incidents and service requests are appropriately prioritised, escalated and resolved.
• Manage, mentor and develop the IT support team, promoting knowledge sharing and continuous improvement.
• Coordinate 1st, 2nd and, where appropriate, 3rd line support through the IT ticketing system.
• Take ownership of significant or recurring technical issues, including root-cause analysis and implementation of solutions or workarounds.
• Develop and maintain support processes, procedures and knowledge-based documentation.
• Manage the IT out-of-hours support rota and escalation process.

Business & Retail Systems

• Support and administer Microsoft Dynamics 365 Business Central, including users, permissions, configuration and operational processes.
• Work with business users and external Business Central partners to investigate issues and coordinate system changes and improvements.
• Support and administer third-party business applications, managing configuration, access, upgrades and supplier escalations.
• Support LS Retail / LS Central POS, Windows-based tills, Android handheld devices, payment terminals and associated retail technology.
• Work with third-party vendors to diagnose and resolve application, POS, payment and hardware issues.

Cyber Security & Compliance

• Take an active role in maintaining the cyber security of the company's technology environment.
• Work with our third-party cyber security partners to ensure appropriate safeguards and security controls are implemented and maintained.
• Monitor the operational effectiveness of endpoint protection, XDR and MDR services, ensuring security alerts and incidents are appropriately investigated and escalated.
• Support the security of the company's network and SD-WAN environment, including Network Access Control (NAC), firewalls and wireless infrastructure.
• Work with the Compliance team to support PCI DSS and GDPR requirements, providing technical information, evidence and assistance with remediation activities.
• Ensure appropriate PCI DSS operational processes are followed within the retail estate, including PDQ/payment terminal tamper checks and associated record keeping.
• Maintain appropriate access controls and support vulnerability remediation, security updates and other security improvement activities.

Retail Estate & Connectivity

• Take operational responsibility for the support of technology across the company's retail stores.
• Work closely with Retail Operations to improve the reliability and performance of technology and connectivity within existing stores.
• Evaluate connectivity and technology options for new store locations, considering performance, resilience, availability and lead times.
• Coordinate the technology requirements for new store openings, relocations and refurbishments, including connectivity, networking, equipment procurement, configuration, testing and deployment.
• Coordinate telecommunications, networking and other technology vendors to ensure services and equipment are delivered in time for store openings.
• Attend stores and other company locations where on-site technical support is required.

Suppliers & Technology Improvement

• Develop and maintain effective working relationships with software vendors, network providers, cyber security partners and other technology suppliers.
• Manage supplier escalations and ensure outstanding technical issues are progressed through to resolution.
• Coordinate changes, upgrades and technology rollouts, ensuring they are appropriately planned, tested and documented.
• Identify opportunities to improve the reliability, security and efficiency of the technology environment.

Requirements

Key Skills & Experience

Essential

• Proven experience managing or supervising an IT/technical support function.
• Strong experience of technical support, incident management and problem solving.
• Experience supporting business-critical third-party applications and managing external technology vendors.
• Experience supporting Windows desktop and Android device environments.
• Experience supporting a multi-site environment, ideally including retail technology or POS/till systems.
• Good understanding of networking, connectivity and cyber security principles.
• Experience working with endpoint security technologies and security processes.
• Strong diagnostic and troubleshooting skills.
• Good understanding of user access, permissions and security controls.
• Excellent written and verbal communication skills with the ability to work effectively with technical and non-technical colleagues.
• Strong organisational skills, attention to detail and the ability to manage multiple priorities.
• Willingness to travel to company locations and stay away overnight when required.
• Ability to participate in and manage an out-of-hours support rota.
  

Desirable Skills & Experience

• Experience administering and supporting Microsoft Dynamics 365 Business Central.
• Experience supporting LS Retail / LS Central POS or similar.
• Experience supporting payment terminals and retail POS hardware.
• Experience with PCI DSS and an understanding of GDPR technical requirements.
• Experience working with XDR and MDR security services.
• Experience with SD-WAN and Network Access Control (NAC).
• Experience with Fortinet products, including firewalls, routers and wireless access points.
• Experience managing technology for new retail store openings or relocations.
• Knowledge of Microsoft 365, Power Automate and Microsoft Intune.

The role supports a nationwide retail operation and therefore requires flexibility.

The Tech Support Manager will manage and participate in the IT out-of-hours support rota, currently covering 4:00pm–8:00pm on weekdays and 8:00am–8:00pm at weekends.

Travel to retail stores will be required to support new store openings, relocations, technology rollouts and significant technical issues. This will occasionally require working outside normal hours and overnight stays away from home.

Benefits

What’s in it for You?

• 💰Salary is between £40,000 - £50,000 depending on experience and skills
• 🤩Total value of our perks is worth up to £3,000+ per year
• 🅿️ Free parking on-site
• 💪 Free gym access on-site
• ☕ Unlimited coffee and tea throughout the day
• 🍰 Free fresh fruit and cake daily
• 🍴 Subsidised meals - breakfast and lunch
• 🏆 Opportunity to work with a passionate team
• 🎁 Generous colleague discount - 40% off to spend in store or online + 30% for friends and family
• 🌍 2 x Annual paid volunteering days
• 📞 Employee Assistance Programme
• 🚗 Salary Sacrifice Electric Car Scheme Policy + Cycle to work scheme (contingent to company policy)
• 👶🏻 Enhanced Maternity & Paternity Pay
• 👥 Friends and Family Referral Scheme
• 🏖️33 Days Annual Leave (including bank holidays)
• 💰 Discretionary bonus scheme of up to 10%
• 🅱️ B Corp certified company committed to ethical practices and sustainability
• 🥇 A company recognised as a Great Place to Work for 5 consecutive years
• 🩼 Disability Confident Leader

We Welcome Everyone

At ProCook we are committed to diversity and inclusion, and we welcome applications from people of all abilities.

If you require any reasonable adjustments to support you through the application or interview process, please let us know. We’re committed to making our recruitment process as inclusive and accessible as possible.

About ProCook’s Sustainability Commitment:

At ProCook, sustainability is at the heart of what we do.

As a certified B Corporation, we strive to balance profit with purpose, focusing on reducing waste, and ensuring ethical business practices.

By joining our team, you will contribute to our efforts in creating a positive impact on the planet.