• IT Support Manager - Call Center

    Job Locations US-TX-Plano
    Requisition ID
    2018-10215
    Department (Portal Searching)
    Information Technology
    Location : Address
    6800 Bishop Rd
    Location : City
    Plano
    Location : State/Province
    TX
    Location : Postal Code
    75024
  • Overview

    The IT Restaurant Support Manager supervises the day-to-day operations of the IT support center. He/she identifies, researches, and resolves a variety of technical problems in a timely manner.   The IT Restaurant Support Manager exhibits stong leadership attributes that support Crewmembers through coaching, training and driving excellent customer service skills

    Responsibilities

     

    Required Core Competencies

    • Team oriented, collaborative and culturally aligned (Work Hard & Have Fun)
    • Restaurant Support Focused!
    • Exercises good judgement and decision making
    • Internally motivated and trustworthy
    • Problem solver, analytical, detailed and process oriented
    • Excellent interpersonal and Communication skills
    • Self starter, organized and able to manage multiple priorities
    • Strong Leadership and Coacking skills

    Resolves Technical Problems: 

    • Identifies, researches and resolves complex technical problems; remains aware of reoccurring problems and suggests solutions
    • Provide escalatory support for all restaurant technology needs.
    • Provide secondary support for Field Operations and Restaurant Support Offices.
    • Review and resolve out-of-scope billing concerns with selected IT vendors.

     

    Creates and Manages Escalation Procedures

    • Outlines a plan for the reporting and resolving of technical problems; ensures that the plan is followed.
    • Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
    • Manages the roll out and execution of approved restaurant technology projects.
    • Maintain and manage relations with all outsourced service providers.
    • Develop and execute quality assurance testing process for restaurant technologies.
    • Perform/Manage restaurant level system upgrades and maintenance.
    • Establish and document restaurant systems processes and services level adherence with Operations.

     

    Manages Staff

    • Manage internal Restaurant Support Team, Service levels and Help Desk process.
    • Assigns tasks to support Crewmembers according to their skills.
    • Provides guidance and support in solving complex problems; follows up with outstanding support issues.
    • Outlines Crewmembers hours to ensure that the Help Desk is manned during regular hours and on-call after hours.
    • Coach Crewmembers on career paths; provide challenging assignments and opportunities for development
    • Coach Crewmembers on performance

     

    Communication

    • Keeps Crewmembers updated on IT issues and upgrades that can affect users.
    • Provides documentation for non-IT department users on support, troubleshooting, and new implementations.
    • Provides reports of weekly help desk issues and support statistics/metrics to IT Leadership Team

     

    Maintains Inventory

    • Monitors and replenishes inventory on a weekly basis; reports inventory to the IT Leadership Team Department
    • Asset Management tracking and maintenance

     

    Special Projects

    • Special projects as directed by leadership and other duties and responsibilities as requested by leadership.

    Qualifications

    • 3-5 years previous Help desk/Service desk management experience
    • 3 plus years Micros 3700, Aloha or comparable POS experience
    • Working knowledge of Microsoft OS, Network and application environments
    • Knowledge of servers, complex databases, computer hardware, and computer software
    • Knowledge of restaurant systems preferred including but not limited to drive-thru, kitchen manangement systems, camera systems, etc
    • Restaurant experience preferred

     

    Education (or equivalent experience)

    • 4 year degree Computer Science/Information Systems or 2 year Computer Science education with comparable experience

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