Supervisor Retail IT

Job Description

Job Description

As a Retail IT Supervisor, you will lead and support the daily operations of IT systems across our retail environments. This role combines hands-on technical responsibilities with team leadership, ensuring the effective deployment, maintenance, and repair of retail IT equipment including computers, POS systems, printers, and peripherals.You will oversee and mentor a team of technicians, ensuring service excellence and adherence to SLAs. In this position, you will coordinate workflows, troubleshoot complex technical issues, and work cross-functionally to enhance support strategies and drive process improvements.

Core Duties:

1. Provide hands-on technical leadership for the maintenance, repair, and performance optimization of retail IT hardware, including POS systems, printers, peripherals, and related devices.
2. Supervise and support IT technicians in conducting diagnostics, cleaning, staging, and refurbishment of technology assets, ensuring quality standards are consistently met.
3. Act as the primary escalation point for advanced hardware and software issues, utilizing expert-level troubleshooting to deliver timely resolutions.
4. Oversee the deployment, configuration, and updating of system software, drivers, and firmware across retail environments in compliance with company standards.
5. Ensure strict adherence to standard operating procedures, technical documentation, and customer specifications across all support activities.
6. Monitor team performance to maintain alignment with service level agreements (SLAs), quality benchmarks, and operational KPIs.
7. Maintain and audit detailed service records within enterprise systems (e.g., IFS ERP), ensuring documentation accuracy and traceability for all repairs and configurations.
8. Lead initiatives to identify and utilize up-to-date technical documentation, diagnostic procedures, and vendor resources to support effective issue resolution.
9. IT security standards and ensure compliance with data privacy regulations and corporate IT policies across all technician activities.
10. Develop and manage documentation for hardware configurations, maintenance schedules, troubleshooting guides, and repair logs.
11. Stay informed on emerging technologies and retail IT trends, recommending improvements to enhance operational efficiency and service delivery.
12. Mentor and train junior technicians, fostering a collaborative, knowledgeable, and accountable support team.
13. Coordinate daily work assignments, balance priorities, and drive productivity in a fast-paced retail support environment.

Basic Qualifications:

1. Demonstrated ability to lead, mentor, and develop a team of IT technicians.
2. Skilled in delegating tasks, managing performance, and fostering a high-performing, collaborative team culture.
3. In-depth knowledge of retail IT systems, including point-of-sale (POS) equipment, peripherals, printers, and network-connected devices.
4. Ability to troubleshoot and resolve hardware and software issues effectively.
5. Highly organized, with strong time management, multitasking, and problem-solving abilities.
6. Capable of balancing technical support duties with administrative and leadership responsibilities.
7. Strong work ethic with a consistent record of reliability, accountability, and punctual attendance.
8. Excellent verbal and written communication skills.
9. Able to collaborate across departments, interface with stakeholders, and convey technical information clearly to both technical and non-technical audiences.