IT Support Manager – Enterprise Infrastructure

Hard castle Restaurants is 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.

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 McDonalds 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