Why This Role?

We are seeking an experienced and hands-on "IT Support Manager" for one of our client's to lead their support operations across a network of retail stores and gas stations throughout the United States.

This role involves managing a support team, overseeing the resolution of technical issues, and directly handling complex problems related to Point-of-Sale (POS) systems, forecourt equipment, and store technology infrastructure. The ideal candidate will bring leadership, technical depth, and a customer-first mindset to maintain seamless operations in a fast-paced, high-availability environment.

Key Responsibilities:

• Lead and manage the IT support team, overseeing day-to-day operations to ensure timely and effective resolution of support tickets across all store and gas station locations.
• Provide expert-level troubleshooting for complex POS-related issues, including registers, payment systems, fuel pump interfaces, scanners, and back-office systems.
• Develop and maintain support protocols, escalation procedures, and service-level expectations to meet operational goals.
• Act as the point of escalation for high-impact or unresolved technical issues, coordinating with vendors and internal IT teams as needed.
• Monitor and analyze support trends to identify recurring issues and implement long-term solutions and process improvements.
• Maintain detailed documentation of technical incidents, resolutions, system updates, and internal knowledge base articles.
• Communicate regularly with store managers, field operations, and executive leadership to provide updates on system performance and ongoing initiatives.
• Oversee onboarding and training of support staff, ensuring the team remains up to date with tools, systems, and technologies used across the organization.
• Ensure compliance with data security, PCI/EMV standards, and company IT policies.
• Support infrastructure changes and upgrades as they relate to store operations and point-of-sale systems.

Qualification Requirements:

*Must-to-have:

• 10+ years of experience in IT support, with at least 2-3 years in a leadership or managerial role, preferably in a retail or fuel station environment.
• Proven experience with POS systems (e.g., Verifone, NCR, Gilbarco), forecourt controllers, payment processors, and store technology.
• Strong understanding of network fundamentals, remote access tools, ticketing systems (e.g., Zendesk, ServiceNow), and Windows environments.
• Excellent communication and interpersonal skills; able to lead teams and communicate effectively with technical and non-technical stakeholders.
• Strong problem-solving abilities, organizational skills, and a customer-service mindset.
• Willingness to be on-call for critical issues and support a rotating schedule, including occasional nights or weekends.

*Nice-to-have:

• Prior experience managing IT operations for multi-location retail chains or gas stations.
• Familiarity with fuel management systems, pump controllers, and EMV-compliant hardware.
• Experience working with U.S.-based vendors, field service teams, and third-party IT service providers.
• Capable of balancing technical work with strategic leadership and process improvement initiatives.

Location & Working Model:

* Primary Location: Shahrah-e-Faisal, Karachi 

* Remote/onsite/Hybrid: Full-time onsite 

* Shift Timings: 8:00PM to 5:00AM (rotational shifts possible)

* Working days: Monday to Friday and alternative Saturdays 

Application Process:

I look forward to receiving your application! Once submitted, we will review it and consider your fit against other candidates in the process. We strive to ensure an efficient process, though there may occasionally be delays.

About Sperton

Sperton _____ is part of Sperton Global, a recruitment and consulting company with an international reach. We are committed to helping our clients achieve success in their hiring processes, finding the right people for the right positions.