IT Support Manager – Enterprise Infrastructure

We are looking for an experienced IT Support Manager to lead enterprise IT support operations across the corporate office and restaurant network. The role will be responsible for managing IT vendors, IT assets, restaurant technology infrastructure, and ensuring high availability of critical business applications and infrastructure. The ideal candidate should have strong experience in retail/QSR IT environments, vendor management, asset lifecycle management, and enterprise infrastructure, while being capable of supporting business expansion projects and restaurant roll-outs across the West & South region.

Requirements

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

Benefits

• Health insurance coverage for Father, Mother, Self, Spouse, and Kids.
• Long-term benefit savings plan with employer matching contributions.
• Opportunities for professional development and advancement within the organization.