IT Support Manager

At ProCook, technology is critical to keeping our Store Support Centre and nationwide retail stores running smoothly. We're looking for an experienced IT Support Manager to lead our IT support function, manage a small team, and take ownership of business-critical systems and technology projects.

This is a hands-on leadership role that combines people management, technical support, cyber security, business systems, and retail technology. You'll lead a team of 3-5 Tech Support colleagues, drive service excellence, and work closely with internal stakeholders and external partners to deliver technology improvements across the business.

What you'll be doing:

• Leading, coaching, and developing a team of 3-5 Tech Support colleagues
• Managing day-to-day IT support operations, ensuring incidents and requests are resolved effectively
• Taking ownership of technical escalations, problem management, and continuous service improvement
• Supporting and administering key business systems, including Microsoft Dynamics 365 Business Central
• Managing retail technology, including POS systems, payment terminals, Windows devices, and Android hardware
• Leading technology projects, rollouts, store openings, relocations, and infrastructure improvements
• Working with third-party suppliers and technology partners to deliver reliable, secure solutions
• Supporting cyber security initiatives and ensuring best practices are maintained across the business

What we're looking for:

Essential:

• Experience managing an IT Support or Service Desk team of 3-5 people
• Strong hands-on technical support and troubleshooting experience
• Experience leading IT projects, system implementations, or technology rollouts
• Experience supporting business-critical applications and working with external technology suppliers
• Good understanding of networking, infrastructure, cyber security, and endpoint management
• Strong communication, organisational, and stakeholder management skills
• Experience supporting multi-site environments

Desirable:

• Microsoft Dynamics 365 Business Central administration and support
• Retail technology experience, including POS systems and payment solutions
• Microsoft 365, Intune, Power Automate, and modern endpoint management tools
• Experience working within a retail environment

Why join ProCook?

This is an opportunity to make a genuine impact in a growing retail business. You'll have the autonomy to lead a capable team, influence technical strategy, drive technology improvements, and play a key role in supporting stores across the UK.

The role includes occasional travel to stores, participation in an out-of-hours support rota, and involvement in new store openings and major technology projects.

The role supports a nationwide retail operation and therefore requires flexibility.

The IT Support Manager will manage and participate in the IT out-of-hours support rota, currently covering 4:00pm–8:00pm on weekdays and 8:00am–8:00pm at weekends.

Travel to retail stores will be required to support new store openings, relocations, technology rollouts and significant technical issues. This will occasionally require working outside normal hours and overnight stays away from home.

What’s in it for You?

• 💰Salary is between £40,000 - £50,000 depending on experience and skills
• 🤩Total value of our perks is worth up to £3,000+ per year
• 🅿️ Free parking on-site
• 💪 Free gym access on-site
• ☕ Unlimited coffee and tea throughout the day
• 🍰 Free fresh fruit and cake daily
• 🍴 Subsidised meals - breakfast and lunch
• 🏆 Opportunity to work with a passionate team
• 🎁 Generous colleague discount - 40% off to spend in store or online + 30% for friends and family
• 🌍 2 x Annual paid volunteering days
• 📞 Employee Assistance Programme
• 🚗 Salary Sacrifice Electric Car Scheme Policy + Cycle to work scheme (contingent to company policy)
• 👶🏻 Enhanced Maternity & Paternity Pay
• 👥 Friends and Family Referral Scheme
• 🏖️33 Days Annual Leave (including bank holidays)
• 💰 Discretionary bonus scheme of up to 10%
• 🅱️ B Corp certified company committed to ethical practices and sustainability
• 🥇 A company recognised as a Great Place to Work for 5 consecutive years
• 🩼 Disability Confident Leader

We Welcome Everyone

At ProCook we are committed to diversity and inclusion, and we welcome applications from people of all abilities.

If you require any reasonable adjustments to support you through the application or interview process, please let us know. We’re committed to making our recruitment process as inclusive and accessible as possible.

About ProCook’s Sustainability Commitment:

At ProCook, sustainability is at the heart of what we do. 

As a certified B Corporation, we strive to balance profit with purpose, focusing on reducing waste, and ensuring ethical business practices. 

By joining our team, you will contribute to our efforts in creating a positive impact on the planet.

WE DO NOT REQUIRE AGENCY SUPPORT, PLEASE REFRAIN FROM SENDING ACROSS ANY UNSOLICITED CV's.