IT Support Manager

4 weeks ago

Karachi, Sindh, Pakistan HR WAYS Full time
About the job: IT Support Manager

Client company introduction:
Hiring for Retail & Gas Company that manages multiple Gas Stations, Convenience Stores, Retail Shopping Strips, ATMs, Food Joints, & construction projects.

Position Summary:

We are seeking an experienced and hands-on IT Support Manager to lead support operations across a network of retail stores and gas stations throughout the United States. This role involves managing a support team, overseeing technical issue resolution, and handling complex problems related to Point-of-Sale (POS) systems, forecourt equipment, and store technology infrastructure. The ideal candidate will bring leadership, technical expertise, and a customer-first mindset to maintain seamless operations in a fast-paced, high-availability environment.

Key Responsibilities:
  1. Lead and manage the IT support team to ensure timely resolution of support tickets across all locations.
  2. Provide expert troubleshooting for complex POS issues, including registers, payment systems, fuel pump interfaces, scanners, and back-office systems.
  3. Develop and maintain support protocols, escalation procedures, and service-level expectations.
  4. Act as the point of escalation for high-impact or unresolved technical issues, coordinating with vendors and internal teams.
  5. Monitor support trends to identify recurring issues and implement long-term solutions.
  6. Maintain detailed documentation of incidents, resolutions, and system updates.
  7. Communicate regularly with store managers, operations, and leadership about system performance and initiatives.
  8. Oversee onboarding and training of support staff on tools, systems, and technologies.
  9. Ensure compliance with data security, PCI/EMV standards, and IT policies.
  10. Support infrastructure changes and upgrades related to store operations and POS systems.
Qualifications:
  1. 7+ years in IT support, with 2-3 years in leadership roles, preferably in retail or fuel stations.
  2. Experience with POS systems (e.g., Verifone, NCR, Gilbarco), forecourt controllers, and store technology.
  3. Strong understanding of network fundamentals, remote access tools, ticketing systems (e.g., Zendesk, ServiceNow), and Windows environments.
  4. Excellent communication and interpersonal skills; ability to lead teams and communicate effectively with technical and non-technical stakeholders.
  5. Strong problem-solving, organizational skills, and a customer-service mindset.
  6. Willingness to be on-call for critical issues, supporting a rotating schedule including nights or weekends.
Preferred Skills:
  1. Experience managing IT operations for multi-location retail chains or gas stations.
  2. Familiarity with fuel management systems, pump controllers, and EMV hardware.
  3. Experience working with U.S.-based vendors, field teams, and third-party IT providers.
  4. Ability to balance technical work with strategic leadership and process improvements.
Job Details:

Experience: 7+ Years
Work Timings: 9:00 am to 6:00 pm
Work Days: Monday - Friday
Location: Shahrah-e-Faisal, Karachi

About HR Ways:

HR Ways is an award-winning technical recruitment firm helping software houses and IT product companies find IT talent globally. We serve over 300 employers worldwide, including top SaaS companies and startups. With offices in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil, and others, we are a truly international organization. Join our WhatsApp channel https://shorturl.at/983az for updates or visit www.hrways.co to learn more.

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