Manager, Technology Services

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Job description

Manager, Technology Services

The Torchy's legacy began in Austin, Texas in 2006 with an idea, a dedicated executive chef and a food trailer to now operating in dozens of locations across multiple states. OUR MISSION: Be Damn Good. OUR VISION:

Serve people the Best Damn Tacos. OUR WHY: Passion. OUR MOTTO: Devil is in the details.

What we need:
The Manager, Technology Services, will lead our help desk team to provide Damn Good support across our restaurants and headquarters. This role is crucial for ensuring technical issues are addressed swiftly and effectively, allowing our team members to stay focused on delivering an outstanding guest experience. You will drive process development, coach the help desk team, and ensure our support operations evolve with the needs of our growing business.

What you'll do:
• Team Leadership: You will lead, mentor, and develop the help desk team to ensure they provide a high level of technical support, delivering timely and effective solutions to all stakeholders. You will act as a servant leader - stepping in to assist with hands-on tasks when appropriate, setting an example, and leading by doing.
• Support Operations: You will oversee day-to-day help desk operations, ensuring that tickets are resolved promptly, and service level agreements (SLAs) are met or exceeded.
• Process Improvement: You will develop and implement processes that improve the efficiency and quality of help desk support, focusing on delivering Damn Good service to all team members.
• Stakeholder Communication: You will act as the primary liaison between the help desk team and other departments, communicating any recurring issues, updates, or escalations to ensure transparency and alignment.
• Knowledge Management: You will maintain and improve the help desk knowledge base, making sure team members and end users have access to the information they need to resolve common issues quickly.
• Vendor Management: You will work with external IT vendors to ensure that hardware, software, and third-party services meet our operational needs.
• Systems Monitoring: You will monitor integration dashboards to proactively ensure that all systems and integrations are running successfully.
• Ticket Automation: You will identify, implement, and maintain automated ticket workflows, reducing manual tasks and improving efficiency for the help desk team. You will ensure these automations are continually optimized to meet evolving business needs.
• Reporting and Analytics: You will monitor help desk performance metrics and generate reports that highlight trends, successes, and areas for improvement.
• On-Call Support: You will participate in an on-call rotation to provide after-hours and weekend support as needed.
• Travel: Must be able to travel to the stores within Market for Training and onsite support as needed.
• Additional Duties: You will perform other duties or special projects as assigned, adapting to the team's needs.

How you'll do it:
• Leadership: You will provide guidance and support to your team, fostering a collaborative environment where team members feel empowered to deliver excellent service.
• Problem Solving: You will approach technical issues with a solution-oriented mindset, focusing on finding and implementing effective fixes that meet the needs of our team members.
• Communication: You will communicate clearly with both technical and nontechnical stakeholders, ensuring everyone understands the status of their requests and any relevant solutions.
• Adaptability: You will stay flexible, adjusting processes and strategies as the business grows and technology changes.
• Customer Focus: You will always keep the team members' needs front and center, providing service that helps them get back to what they do best delivering a Damn Good guest experience.

What you'll need:
• 5-7 years of experience in IT support or help desk roles.
• Experience creating workflow automation and reports in Freshservice (3+ yrs) or similar platforms
• Experience providing expert-level support including the following: Microsoft Office 365, Azure AD, Azure Intune, Apple iPads, printers, Windows Operating Systems, Apple Mac OS, Proficiency in PC Systems and related software, Familiarity with basic networking concepts, Video Conferencing (Team, Google Meet, Zoom), VoIP
• 2+ years of experience leading or managing a team.

Preferred Qualifications:
• Experience in the food & beverage or hospitality industry.
• Experience managing third-party vendors for hardware or software support.
• Certifications: CompTIA A+, CompTIA Network+ MCSE, ITIL, Agile, Six Sigma or Lean

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