Retail Application Support Team Lead, Jobs, London, Hanger Lane, 243
This vacancy is now closed

Retail Application Support Team Lead - Hanger Lane

Service Operations
Ref: 243 Date Posted: Thursday 31 Jan 2019
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We are looking for a Retail Application Support Team Lead to provide support for the retail and store focused applications and hardware within River Island.



  • Manage, plan and monitor BAU and project work to ensure all tasks are completed to a high standard and within expectation
  • Collaborate with other teams / Peer groups and only escalate where required
  • Provide hands on support for incidents where required to support team workload
  • Application Support team resourcing
  • Communicate output from key forums to the Application Support team, ensuring understanding (e.g. CAB)
  • Review, edit and improve support processes
  • Own high impacting Incidents and problems
  • Contribute to continuous improvement activities within the Infrastructure and support teams to enhance service levels
  • Point of contact for escalations from the user base.
  • Working with minimal supervision, use own initiative and professional judgement to make sound decisions affecting the complex line of business application environment
  • Provide support for Disaster Recovery invocations and trials as necessary
  • Adhere to all compliance policies and processes
  • Maintain a fit for purpose retail and store focused application environment
  • Maintain a fit for purpose retail and store focused hardware environment


WE KNOW WHAT WE’RE DOING… and we know exactly what experience we’re looking for!


  • Previous experience of agile working, managing a large team in an IT support role within a high-pressured environment
  • Previous experience in an IT support and customer service role
  • ITIL Foundation Certificate
  • Excellent knowledge of Microsoft software and MAC client operating
  • Excellent technical knowledge of PCs, other desktop hardware, laptops and tablets
  • Excellent IT skills, computer literacy and organisational skills.
  • Experience with Cisco switches and routers
  • Ability to demonstrate practical troubleshooting and problem analysis techniques with minimal supervision
  • Excellent communication skills with a wide variety of people in a professional manner, face to face, on the telephone and in writing
  • Good attention to detail and ability to show initiative
  • Ability to plan, prioritise, manage and perform under pressure to meet SLAs
  • Excellent knowledge of Customer Service best practice
  • Willing to work flexibly and with enthusiasm
  • Previous experience in an IT support and customer service role
  • Previous experience supporting a Retail focused business
  • Previous experience on Motorola / Zebra Store devices ( MC40 / ET1 )
  • Previous experience using and managing AirWatch and MobileIron MDM
  • Previous experience support Retail J and Enactor POS solutions

Attitudes and behaviours:

  • Treats team members with consideration and respect
  • Demonstrates a flexible and collaborative approach
  • Sets high personal standards
  • Builds positive and constructive relationships with colleagues
  • Proactive and considered approach
  • Demonstrates energy and resourcefulness in addressing business needs and requirements
  • Focuses on delivering best possible outcome and value for River Island and for the customer
  • Takes personal responsibility for team and departmental success
  • Takes a positive and responsive approach to identifying, raising and resolving risks and issues



If you are ambitious and love working in a busy environment where every day is new, then River Island is the place to be! As a business, we are committed to developing our talent and offer a fantastic training program to help you optimise your performance and support your career progression with the company.

Our working environment is busy, fast moving and responsive to our customers’ needs, much like our training which is unique to our business and reflective of our fun and refreshing brand and our people within it! Our River Academy offers ongoing training and development by running workshops throughout the year varying from courses focusing on softer skills to the more technical courses you may require to perform your duties.

It’s not all work and no play here either…we all work hard but we also like to have fun too! We are a social bunch and regularly host events ranging from Summer and Christmas parties, bake offs, and lots of charity events!


WE LOOK OUT FOR ONE ANOTHER…and in doing so, we provide great benefits for our employees:   

  • 50% Staff Discount
  • Pension Scheme
  • Holiday plus bank holidays
  • Interest Free Season Ticket Loan
  • Discounted on-site gym membership
  • Ride to work scheme
  • Staff Shop
  • Subsidised canteen
  • Free onsite parking