Our client is looking to add to their data management infrastructure team. They desire to hire a proven leader to lead their IT Help Desk and Systems Group. This role will help provide critical support to business teams as they engage their digital transformation! We are looking for a self-starting subject matter expert who can leverage their skill and experience to help us drive our growth by helping our clubs deliver a memorable guest experience through efficient and effective POS and data management system operations. Position Responsibilities: Deployment and support of all store technology Effectively cultivates and nurtures relationships with the IT vendors that support our restaurant systems Hardware procurement, deployment, installation and expansion Partners with Manager, Network & Security to design, build, and test store hardware, security, connectivity, system, and VoIP solutions Partners with Business Systems / IT Manager to design, build, and test POS and Back Office solutions Facilitates the execution of final approval, deployment and support for all store solutions gaining feedback, insight, user testing and approval throughout established process flow Responsible for building organizational capacity related to the problems / resolutions of issues associated products and developing product guides on all systems supported by the business Responsible for the store production environment and the approval of all system changes in that environment Responsible for the reliability and uptime of all store systems. Provides analysis of production problems to guide infrastructure and business systems teams to improve systems and solve recurring problems. Responsible for providing Level 1 and Level 2 helpdesk support to restaurants, Support Center and remote users Responsible for delivery of Hardware technology upgrades, and changes to club systems. Includes creating the test plan, executing the testing of all changes, assuring adequate training plan for users, and successful deployment of changes to facilities Partners with business systems for delivery of Software technology upgrades, and changes to business systems Defines problem management process including problem tracking system, knowledge base, and metrics reporting that measures productivity of team and individual performance against SLAs and identifies system problems and training needs of the business users as well as the Support Team. Manages and develops IT Support analysts Maximizes productivity and effectiveness of team to reduce call volume and increase productive time available for project work Defines Service Level Agreements with customers and escalation partners Manages the call queue and analyzes requests to ensure accurate resolution. Creates continuous improvement processes to identify recurring problems and get with other IT team member to find resolutions and decrease incident volume. Documents systems and cross-training of staff to mitigate single-points-of-failure and ensure business continuity Implements and manages standard IT processes, i.e. problem management and resolution Provides accountability for new store opening process including inventory management and availability for all new shops Provides after-hours support through on-call rotation process Position Requirements A strong customer-first service approach to dealing with end users and vendors Self-motivated and independent demonstrating initiative and a desire to achieve An approach to work which is conscientious and methodical; a strong work ethic using efficient methods and the ability to see tasks through to completion Ability to respond to service and trouble calls quickly and efficiently, while adjusting priorities The ability to exercise good judgment in decision making resulting in a successful outcome to outstanding issues A solid understanding of how to support / troubleshoot / repair: Networking, AD, Windows 7/8/10, Mac OSX, PC Hardware, POS Peripheral Hardware, Office 365, applications. 5+ years of Micros 3700 POS experience (or similar) Possess a combination of both computer skills and customer service operation knowledge. Must open to light, local travel as needed, to provide on-site customer support. Strong interpersonal communications, time management, organization, decision making and customer service skills 3+ years managing Help Desk/IT Support ticketing systems and IT Support teams Work experience in hospitality technology preferred Must be available to work on-call shifts, nights and weekends from the corporate office as well as at home as part of the team's shift rotation Should have a working knowledge of ITIL as it relates to the responsibilities of the role - provided by Dice point of sale systems, networking, active directory, windows, mac
Associated topics: assistant, customer support, desk, edi, excel, help desk, information technology help desk, msword, technical support, technical support specialist
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.