The IT Manager / IT Support is responsible for keeping the venue’s technology reliable, secure, and fully operational so service runs smoothly at all times. In a restaurant, club, or lounge, this role supports the systems that underpin both guest experience and day-to-day business performance, from POS and reservations to Wi‑Fi, reporting tools, and back-office platforms.
This position sits within the Technology & Systems function and typically reports to the General Manager, Operations Manager, or Director of Technology, depending on the size and structure of the business. It works closely with front-of-house, kitchen, bar, finance, and management teams to ensure technology supports service delivery rather than interrupting it.
Key responsibilities include:
- Managing and maintaining all core IT systems, including POS terminals, printers, tablets, handheld devices, reservations platforms, and staff scheduling or inventory systems.
- Providing first-line and second-line technical support to staff, troubleshooting hardware, software, connectivity, and user access issues quickly and professionally.
- Monitoring system performance, carrying out updates, backups, and preventative maintenance to reduce downtime and protect business continuity.
- Supporting cybersecurity, user permissions, data protection, and safe handling of customer and business information.
- Coordinating with external vendors, service providers, and hardware/software suppliers to resolve faults, arrange repairs, and implement upgrades.
- Assisting with technology setup for new openings, refurbishments, events, and system changes.
- Training staff on the correct use of systems and promoting good technology habits across the venue.
The person who succeeds in this role is calm under pressure, highly organised, and solutions-focused. They combine technical knowledge with strong customer service skills, understanding that issues must be resolved quickly without disrupting the guest experience. They are proactive, detail-oriented, and able to communicate clearly with both technical teams and non-technical colleagues. In a fast-paced hospitality environment, they must be adaptable, responsive, and comfortable working outside standard hours when needed to support trading operations.