IT PMS & POS Support Lead

The Role...

To ensure a seamless and stable service across all global locations through the proactive support and management of IT systems, particularity focusing on PMS (Property Management System) and POS (Point of Sale).

Note that thus is NOT a general-purpose helpdesk support role.

Main responsibilities:

• L1 & L2 support and troubleshoot issues for (including, but not limited to):
• POS Oracle Simphony 19.5 and above
• POS Enterprise Management Console
• Oracle Gift & Loyalty iCare
• PMS Oracle Opera V5 and Cloud
• PMS Opera Interfaced applications – SynXis, Tiger, Book4Time
• Planet/3C Integrated Pay
• Planet/3C integrations into our in-house “House pay” system
• Proactive support through routine checks and audits
• Ensure that all incidents are resolved and escalated within the agreed SLA
• Manage the POS database certifying that required rules are followed.
• Update F&B menus in Oracle EMC as required

• Undertake ad hoc project work of a varied nature as defined by the Global Head of IT Support
• Attend Soho sites to support POS/payment project deployments

• Assist with new installations, refurbishments and openings of sites
• Work with third parties and suppliers to manage cases on behalf of end user, ultimately being the technical liaison.
• Use installed ITSM tool and vendor reports to track and report on incidents.
• Collaborate with other teams within Digital/IT Department to ensure an aligned approach on support and that support calls are managed and effectively triaged through knowledge sharing, collaboration and development of ITSM tools
• Collaborate with Project Teams to ensure new products and sites can be supported effectively post hypercare.
• Escalate more complex third line issues as appropriate to other members of the team or third-party provides
• Assist junior team members with complex incidents and requests
• Use installed ITSM tool and vendor reports to track and report on incidents.
• Detect potential known issues, document them and their workarounds
• Produce training documentation/videos for team and actively update internal knowledge base
• Focus on continuous improvement and proactively seek to reduce number of tickets by recommending the removal of underperforming vendors or identifying kit/software that may fail

Additional responsibilities:

• Assist both junior and senior members of the helpdesk team, providing on the job training and support.
• Assist with day-to-day team management (queue management, delegating tasks, chasing vendors etc.)
• Attend management meetings with the team and vendors when the line manager is on leave.
• Ensure that there is an up-to-date knowledge guide available for the team and with all relevant processes and procedures to always ensure maximum quality of service
• Work with the Service Desk Manager to ensure SLAs and KPIs are being adhered to, highlighting any areas that are failing to meet SLAs and KPIs and providing mitigating actions. They will manage customer complaints escalating as necessary those that cannot be resolved
• Develop how to guides for end users and support the Serve Desk manager to deliver training programmes for end users
• Ensure proper coordination with appropriate IT and vendor relations teams
• Help to manage POS database for the enterprise, make sure all team members adhere to our system standards
• Assist with hardware sourcing and planning site visits for UK/EU regions
• Assist with generating SOX compliance price exports monthly

Client-provided location(s): London, United Kingdom

Job ID: 4658259101

Employment Type: OTHER

Posted: 2025-08-20T18:29:36