IT Manager - Support & Operations
Core
Lead internal IT Service Desk and desktop support functions for a national retailer, ensuring seamless technology support across corporate offices, hybrid teams, and 100+ retail store locations.
Role type
IT Manager (Support & Operations)
Builds
End-user computing environments, store-level IT support, and core business application availability (Salesforce, NetSuite)
Domain
Retail / IT Operations
Required skills
Service Desk leadership, ITIL framework implementation, Enterprise application management (Salesforce, NetSuite), End-User Computing (EUC) management, Vendor & SLA management, Project delivery
Preferred skills
ITIL v3/v4 certification, Microsoft 365/Intune/Entra ID expertise, Multi-site retail environment experience
Technologies
Salesforce, NetSuite, Microsoft 365, Active Directory, Entra ID, Endpoint Manager (Intune)
Responsibilities
Lead and mentor internal IT Service Desk team (Level 1–3 support), Oversee technical support for 100+ retail store network, Manage service availability for Salesforce (POS) and NetSuite (ERP), Standardise ITIL processes for Incident, Request, Problem, and Change Management, Manage device fleets and identity across modern workplace tools, Manage third-party service providers and MSPs
Seniority
Manager, hands-on leadership