Retail Tech Support Manager

River Island

Retail Tech Support Manager overseeing retail IT systems and team performance at River Island. Develops strategies for improved customer experience and manages technology vendor relations.

Posted 5/21/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AWSCyber SecurityiOSLinuxSQL

About the role

Key responsibilities & impact

Ensure the Retail systems are online, monitored, and maintained
Review, refine, edit and continually improve all support and delivery processes – working closely with Practice Lead: Operations
Monitor system performance and troubleshoot issues to minimize downtime and service disruptions. Ensure RI Tech standards are maintained
Be a point of contact for escalations and own high impacting incidents and problems.
Manage, plan and monitor BAU and project work to ensure all tasks are completed to a high standard and within expectation – ensuring standard approaches are used
Ensure teams are managed to be performant, engaged, and mentored
Work closely with Retail portfolio is delivering their project/initiative needs
Develop and implement technology strategies to improve retail support and customer experience
Evaluate emerging retail technologies and recommend solutions that align with business needs.
Collaborate with stakeholders to define system requirements and optimize workflows.
Lead system rollouts and support technology adoption across retail locations.
Ensure data integrity and security across all retail systems.
Monitor compliance with data protection regulations and company policies.
Implement backup and disaster recovery procedures to prevent data loss.
Provide reporting and analytics support to drive business insights.
Coordinate with vendors and IT teams to implement system updates, upgrades and patches. Working with River Island Vendor Management team
Manage relationships with technology vendors and service providers
Help negotiate contracts and service agreements for retail technology solutions.
Engage with internal teams to align system capabilities with business goals.

Requirements

What you’ll need

5+ years of experience in retail IT systems management or a similar role.
Previous experience of agile working, managing a large team in an IT support role within a high-pressured environment.
Previous experience of working with AWS infrastructure.
Excellent knowledge of Microsoft and Linux software
Previous experience managing store hardware, including Windows Laptops, Samsung Mobile Devices, POS & SCO hardware, iPads and other iOS devices.
Previous experience using device management solutions, such e.g.: SOTI MobiControl, Intune, LANDesk
Strong knowledge of POS systems and experience managing 3rd party POS solution partners.
Experience with system integrations and API management.
Excellent problem-solving and troubleshooting skills.
Strong project management and leadership capabilities.
Excellent communication skills with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
Understanding of cybersecurity best practices in retail technology.
Ability to work in a fast-paced, multi-location retail environment.
Familiarity with SQL, scripting and database management.

Benefits

Comp & perks

Generous 50% staff discount so you can treat yourself to the latest products, and a bargain staff shop on site!
Reducing Islanders everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more through the Retail Trust.
A free onsite gym, subsidised restaurant & café to fill you needs. Various social events to socialise throughout the year.
Every family is unique, we support Islanders with all different family setups enhanced maternity, paternity, adoption & fertility treatment. We also work closely with the Retail Trust to create dedicated support for all our Islanders!
Flexible working, on top of payday and summer early finish Fridays.
Give as you earn scheme, a ‘Giver Island’ day each year and receive matched funding.
Support with upskilling through on the job training and qualifications. A succession plan if you want to progress.
A generous bonus scheme & private pension plan.
The choice to opt in for healthcare through our provider AXA.
25 days paid holiday, exclusive of Bank Holidays. With the added option to purchase additional holiday twice a year for whatever the need!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

retail IT systems managementAWS infrastructureMicrosoft softwareLinux softwaredevice management solutionsSOTI MobiControlIntuneLANDeskPOS systemsAPI management

Soft Skills

problem-solvingtroubleshootingproject managementleadershipcommunicationmentoringcollaborationengagementnegotiationadaptability