IT Support Team Lead

12 hours ago


Karachi, Sindh, Pakistan beBee Careers Full time
About the Role:

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.

Key Responsibilities:
  • Lead and manage the IT support team to ensure timely resolution of support tickets across all locations.
  • Provide expert troubleshooting for complex POS issues, including registers, payment systems, fuel pump interfaces, scanners, and back-office systems.
  • Develop and maintain support protocols, escalation procedures, and service-level expectations.
  • Act as the point of escalation for high-impact or unresolved technical issues, coordinating with vendors and internal teams.
  • Monitor support trends to identify recurring issues and implement long-term solutions.
  • Maintain detailed documentation of incidents, resolutions, and system updates.
  • Communicate regularly with store managers, operations, and leadership about system performance and initiatives.
  • Oversee onboarding and training of support staff on tools, systems, and technologies.
  • Ensure compliance with data security, PCI/EMV standards, and IT policies.


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