Support Team Lead

16 hours ago

Karachi, Sindh, Pakistan beBee Careers Full time
Technical IT Manager Position:
IT Support Manager

About the Technical Role

We are seeking a highly skilled IT Support Manager to join our team and provide technical leadership for our support operations across a network of retail stores and gas stations.

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.

Responsibilities:
  1. 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.
Requirements:
  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.
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