Remote IT Help Desk Manager

Overview

An overview paragraph about the job

In Short

• Oversee and manage the helpdesk team, ensuring efficient resolution of IT support cases via phone, email, and support case management systems.
• Develop and implement best practices for troubleshooting and diagnosing restaurant technology-related issues reported by operations teams.
• Act as an escalation point for complex technical issues and coordinate with vendors to resolve critical support cases.
• Monitor department dashboards and support tools to ensure timely issue resolution and adherence to SLAs.
• Manage the deployment, updates, and troubleshooting of desktops, tablets, and laptops for restaurant locations, corporate operations, and headquarters.
• Provide expert-level support for Microsoft desktop applications and cloud-based solutions, ensuring optimal system performance.
• Maintain detailed documentation of IT support activities, issue resolutions, and knowledge base articles to improve team efficiency.
• Lead the implementation of new technologies, including hardware and software rollouts, and identify opportunities for process improvement.
• Train and mentor helpdesk staff, fostering a customer-focused and solutions-oriented team culture.

Requirements

• Proven experience in IT support and helpdesk management.
• Strong knowledge of POS systems and network hardware.
• Excellent troubleshooting and problem-solving skills.
• Ability to lead and mentor a team effectively.
• Strong communication and customer service skills.

Benefits

• Opportunity to work with a leading fast-food franchise.
• Dynamic and supportive team environment.
• Continuous learning and development opportunities.