Position Details: IT Support Manager

Description:

Title – IT Support Manager
Exp – 6 years
Location - Mumbai

• Key Responsibilities
• Vendor & Service Management Manage day-to-day relationships with IT infrastructure, networking, POS, security, and AV vendors.

Drive SLA adherence and service quality across all support partners.

Coordinate OEMs, system integrators, and third-party service providers for timely issue resolution.

Conduct periodic service reviews and performance evaluations with vendors.

IT Operations & Infrastructure Support Oversee support for corporate office and restaurant IT infrastructure.

Coordinate support for: End-user computing (Laptops,Desktops, Tablets) Windows environment Basic Server Infrastructure Active Directory Microsoft 365 Printers and peripherals Work closely with Network, Security, and Data Centre teams for infrastructure-related activities.

Restaurant Technology & POS Support Coordinate support for restaurant POS systems and billing applications.

Support restaurant technology including:POS terminals Payment devices Kitchen Display Systems (KDS) Self-order kiosks Digital menu boards Coordinate with application teams for POS upgrades, patches, and rollout activities.

Basic understanding of D365 Commerce, Shopify POS, or similar retail platforms is preferred.

Network & Data Centre Coordination Basic understanding of: LAN/WAN Cisco Switching Wireless Networks VPN Connectivity Firewalls Server & Storage Infrastructure Coordinate with infrastructure teams during outages and planned maintenance activities.

IT Asset Management Manage the complete lifecycle of IT assets including procurement, deployment, tracking, transfers, repairs, and disposal.

Maintain accurate asset inventory and software license compliance.

Coordinate warranty management and AMC renewals.

Ensure audit readiness for all IT assets.

Project & Rollout Support Support new restaurant openings, corporate office expansions, relocations, and renovation projects.

Coordinate infrastructure readiness including networking, structured cabling, AV, POS, and end-user devices.

Work with cross-functional teams to ensure successful project execution.

Stakeholder Management Partner with Business, Operations, Finance,Procurement, and Restaurant teams to ensure seamless IT support.

Provide regular updates on incidents, projects, risks, and service performance.

Travel Requirement Be available to travel across West & South restaurant locations whenever required for critical incidents, project roll outs, audits, vendor management, and business support.

Required Skills Vendor Management IT Asset Management Enterprise IT Support Retail/QSR IT Operations POS Ecosystem Management Basic Networking (Cisco, Wi-Fi,LAN/WAN) Basic Windows Server & Active Directory knowledge Microsoft 365 Administration Incident & Problem Management ITIL Service Management Strong communication and stakeholder management skills Preferred Experience Experience in QSR, Retail, Hospitality, or Multi-site Enterprise environments.

Exposure to restaurant technology ecosystem or similar large retail operations.

Understanding of Oracle Simphony, NCR, Xstore, D365 Commerce, Shopify POS, payment gateway integrations, and restaurant applications.

Experience working with System Integrators, OEMs, and Managed Service Providers.

Exposure to infrastructure expansion, office fit-outs, and new restaurant rollout projects.

Key Competencies Customer-first approach Vendor and commercial management Problem-solving and decision-making Team collaboration Ownership and accountability Ability to work in a fast-paced, multi-site environment Willingness to travel across restaurant locations as required.

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