• IT Support Manager

    Job Locations US-TX-Plano
    Requisition ID
    2018-7466
    Department (Portal Searching)
    Information Technology
    Location : Address
    6800 Bishop Rd
    Location : City
    Plano
    Location : State/Province
    TX
    Location : Postal Code
    75024
  • Overview

    The Manager, IT Support provides quality IT support with a high degree of customer service, technical expertise and timeliness.  He/she identifies, researches, and resolves a variety of technical problems for all Above Restaurant users, including C Level, and RSO Systems through both on site and telephone support in a timely manner.  In addition to providing support at the Dallas Support Office, this position is also responsible for providing remote support for additional regional support offices.  Provide hands-on support to other IT teams including but not limited to Network Services, Business Applications, and other IT teams.  The RSO Support Manager exhibits strong leadership attributes that support Crewmembers through coaching, training and driving excellent customer service skills.

    Responsibilities

    Configures Hardware and Installs Software

    • Responsible for configuring laptop/desktop to standard for all new users
    • AD setup for all new users
    • Conduct Orientations for new users
    • Installs approved software on users devices
    • Installs new or upgraded hardware/software. Coordinates installation with the user and follows up to ensure customer satisfaction.
    • Develop and execute quality assurance testing process for RSO technologies

    Resolves Technical Problems 

    • Identifies, researches and resolves complex technical problems; remains aware of reoccurring problems and suggests solutions
    • Follows up with user to ensure problem is resolved satisfactorily.
    • Provide escalatory support for all RSO technology needs.
    • Develop and test approved RSO technologies and report findings to IT Leadership.
    • Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
    • May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed.
    • Provide accurate and timely logging of incidents and tasks to meet agreed upon service levels.

    Vendor Management

    • Manages relationships with Hardware and software vendor for RSO systems.
    • Researches and recommends new solutions when directed by leadership
    • Review and resolve out-of-scope billing concerns with selected IT vendors.
    • Maintain and manage relationships with all outsourced service providers.

    Maintains Inventory/Refresh Processes

    • Monitors and replenishes inventory on a weekly basis; reports inventory to the IT Leadership Team
    • Orders new equipment to maintain par and/or replace equipment
    • Tracks age of equipment and determine when refreshes are due
    • Asset Management tracking and maintenance including both hardware and software/licensing

    Manages Staff

    • Manage internal Restaurant Support Office IT Support Team (future hires).
    • Ability to manage a geographically diverse team including staff at remote offices
    • Assigns tasks to Crewmembers according to their skills.
    • Provides guidance and support in solving complex problems; follows up with outstanding support issues.
    • Develops and provides technical coaching and mentoring to RSO IT Support Services staff.

    Communication

    • Keeps Helpdesk 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 RSO Support issues to IT Leadership Team
    • Updates IT Leadership of potential SLA breaches

    Special Projects

    • Special projects as directed by leadership and other duties and responsibilities as requested by leadership.
    • Manages the roll out and execution of approved technology projects.

    Qualifications

    • 3+ years of experience in desktop support in a large corporate environment
    • 2+ years in a supervisory or management role preferred
    • Working knowledge of Microsoft OS, Mac, Apple, Network and application environment
    • Experience in supporting Mac OS and iOS devices
    • Experience troubleshooting laptops and PCs.
    • Knowledge of servers, complex databases, computer hardware, and computer software
    • Experience providing support for Video Conferencing and Conference Room systems
    • Minimal 3 years of experience in hardware, software and networking implementation and troubleshooting
    • Experience supporting C-Level Executives, and/or upper management preferred.

    Education

     

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

     

    Core Competencies

    • Team oriented, collaborative and culturally aligned (Work Hard & Have Fun)
    • 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 Coaching skills

    Additional Requirements

    The intellectual and physical demands described below are representative of what must be met by a Crewmember to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable Crewmembers with disabilities to perform the essential functions.

    • Ability to lead, motivate, and empower the Cane’s Crewmembers
    • Superior time management skills
    • Extremely detailed orientated
    • Excellent verbal and written communication skills
    • Ability to recognize problems and problem solve in a timely manner
    • Ability to provide creative solutions to IT problems
    • Takes initiative
    • Ability to set goals and convert plans into action
    • Exudes Raising Cane’s culture at all times
    • Ability to drive processes and execute projects
    • Ability to lift up to 50 lbs.
    • On call duties required
    • Flexible hours required

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