The Role
Provide 2nd/3rd-line IT support for head office and retail, troubleshoot POS/ERP/payments, lead incident and problem resolution, maintain systems and documentation, mentor support staff, and collaborate with infrastructure, security, and application teams to ensure service continuity and SLA compliance.
Summary Generated by Built In
Born in 1971, the roots of Mulberry are in Somerset, England. For more than fifty years, Mulberry has been a British lifestyle brand, internationally acclaimed for quality and design capturing the Mulberry Spirit.
Sustainability has been part of the Mulberry ethos since the brand's inception, in recognition of our purpose-driven approach, in 2024 we proudly achieved B Corp Certification.
Today, we are a global brand, but our values remain the same; we are committed to improving our impact on people and the planet. To do this our people are honest, dynamic, and community spirited.
If these are values you share, we would love you to join our team.
As a Senior IT Support Analyst, you will play a critical role in ensuring the stability, performance, and reliability of IT services across the business, with a particular focus on retail stores, head office users, and operational teams.
This is a fixed‑term, 9‑month position to provide cover during a period of sabbatical leave.
Duties & Responsibilities:
End User & Retail Support
• Provide 2nd / 3rd line support to head office and retail users in a fast paced luxury retail environment
• Support business critical retail applications including POS systems, ERP, stock management, payments, and store hardware
• Respond quickly and effectively to incidents impacting stores, trading, warehousing, or ecommerce operations
• Deliver face to face support at head office and occasional on site store support where required.
Incident & Problem Management
• Act as an escalation point for complex technical issues and major incidents
• Lead diagnostics and root cause analysis for recurring issues, working with infrastructure, security, and application teams
• Ensure incidents are resolved in line with agreed SLAs, with clear communication to stakeholders.
Systems, Devices & Applications
• Support Windows and macOS environments, mobile devices, printers, and peripherals.
• Administer user accounts, access, and permissions across core business systems.
• Support M365, collaboration tools, endpoint security, and remote access solutions.
• Assist with hardware lifecycle management, builds, replacements, and vendor liaison.
Process Improvement & Documentation
• Maintain accurate technical documentation, knowledge base articles, and support procedures.
• Identify opportunities to improve service desk efficiency, tooling, and user experience.
• Support the adoption of ITIL aligned practices (incident, request, problem management.)
Team Leadership & Collaboration
• Provide guidance, coaching, and mentoring to IT Support Technicians and Specialists
• Share knowledge and help raise technical capability across the support function
• Work closely with Application Support, Infrastructure, Security, and Retail Operations teams
Culture:
•Embrace and demonstrate the Mulberry values and behaviours: honesty, dynamism, and a community-oriented spirit.
•Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.
•Act as an ambassador for Mulberry and communicate positively about the brand.
Sustainability:
•As a certified B Corp, we are committed to using business as a force for good. You’ll be encouraged to incorporate environmentally and socially responsible practices into your work, supporting our Made to Last strategy across Climate, Circularity, and Community.
•Help foster a culture where diversity is celebrated and every individual feels valued, respected, and included. Champion equity, empathy, and understanding in all interactions - internally and externally.
Skills & Knowledge:
Essential
•Proven experience in a Senior IT Support or Desktop Support role within retail, hospitality, or other consumer facing environments.
•Strong understanding of end user computing across multi site operations.
•Experience supporting POS systems, store technologies, and retail critical applications.
•Solid knowledge of Windows and/or macOS, Microsoft 365, and Active Directory / Entra ID.
•Excellent troubleshooting and diagnostic skills.
•Confident supporting non technical users at all levels.
•Customer focused, professional, and discreet.
•Calm under pressure, particularly during trading critical incidents.
•Organised, detail driven, and proactive.
Preferred
•Experience supporting Prima ERP.
•Experience with Retail J and Tulip EPOS.
•Knowledge of Microsoft 365, Active Directory, Windows 11, and Apple iOS.
•Networking skills (LAN/WAN, TCP/IP, DHCP, VPN, Cisco Meraki).
•Mobile device support (iPhone & Android).
•Hardware support (desktops, laptops, printers).
•Exposure to Salesforce Service Cloud, Manhattan WMS, Aptos OMS, SQL, JIRA, Confluence, GCP, and Power BI.
•Background in luxury, fashion, or premium retail.
•Familiarity with ITIL or service management frameworks.
•Experience supporting international stores/time zones.
•Exposure to payments, PCI, or retail integrations.
•Experience mentoring or supporting junior colleagues.
Mulberry is an equal opportunities employer and we are passionate about hiring and developing the best talent. All hiring decisions are made only on the basis of qualifications, skills or experience and as they relate to the particular role. If you need us to make any adjustments to our application or interview processes to enable you to be at your best, please email us at [email protected].
Skills Required
- Proven experience in a Senior IT Support or Desktop Support role within retail, hospitality, or other consumer facing environments.
- Strong understanding of end user computing across multi site operations.
- Experience supporting POS systems, store technologies, and retail critical applications.
- Solid knowledge of Windows and/or macOS, Microsoft 365, and Active Directory / Entra ID.
- Excellent troubleshooting and diagnostic skills.
- Confident supporting non technical users at all levels.
- Customer focused, professional, and discreet.
- Calm under pressure, particularly during trading critical incidents.
- Organised, detail driven, and proactive.
- Experience supporting Prima ERP.
- Experience with Retail J and Tulip EPOS.
- Knowledge of Microsoft 365, Active Directory, Windows 11, and Apple iOS.
- Networking skills (LAN/WAN, TCP/IP, DHCP, VPN, Cisco Meraki).
- Mobile device support (iPhone & Android).
- Hardware support (desktops, laptops, printers).
- Exposure to Salesforce Service Cloud, Manhattan WMS, Aptos OMS, SQL, JIRA, Confluence, GCP, and Power BI.
- Background in luxury, fashion, or premium retail.
- Familiarity with ITIL or service management frameworks.
- Experience supporting international stores/time zones.
- Exposure to payments, PCI, or retail integrations.
- Experience mentoring or supporting junior colleagues.
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The Company
What We Do
Established in Somerset in 1971 around a kitchen table, Mulberry has grown to be the largest maker of luxury leather goods in the United Kingdom. With a bold contemporary take on British heritage and a focus on responsible craft, our ambition is always to create progressive luxury pieces that are made to last. Sustainability has been at the heart of Mulberry since its inception, and in 2021, to mark our fiftieth anniversary, we launched our Manifesto. In it, we detail our commitment to be transformative in our thinking and actions in every area, from sourcing and manufacturing, to production, to our relationships with the communities around us. The Manifesto provides the foundations of its commitment to a regenerative and circular supply chain by 2030 – only then can we be a business that truly is Made to Last. Believing our bags should have long – if not multiple - lives, Mulberry offer customers artisanal repair and restoration services at our Lifetime Service Centre in Somerset. In 2020 we also introduced two new propositions: The Mulberry Exchange, a circular resale platform offering authenticated pre-loved Mulberry bags, including rare and archive styles, and Buy-Back, a service allowing customers the opportunity to trade in their existing Mulberry bag for credit towards a new purchase. Mulberry may now be a global brand, currently made up of over 1,200 employees all over the world, across offices, stores, and factories, but our values remain the same. As an equal opportunities employer, we are committed to Diversity, Equity, and Inclusion in the workplace, and we focus on improving our impact on people, as well as the planet
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