Supervisor, Franchise Technology Services

The Supervisor, Franchise Technology Services will oversee, mentor, and provide guidance to Support Specialists as they provide technical support for our Brands. Managing incoming technical support calls, responding to escalations, and resolving telecommunications, network, hardware, and software issues.

Responsibilities:

• Manages assigned staff members including recruiting and hiring, providing employee feedback, handling conflicts, creating/conducting performance reviews and long-range career planning
• Able to understand, troubleshoot and help Level 1s and 2s with the Restaurant technologies provided to Franchisees
• Acts as point of contact for problem escalations from IT Support Specialists; mentor specialists regarding customer service, technical direction, and available resources. Takes ownership and sees problem through resolution
• Provides subject matter expertise and makes regular updates to Knowledge base and Solution articles
• Assists with development and implementation of policies, processes and metrics needed to reach Franchisees’ technology services targets and goals
• Hiring, training, coaching, and leading Level 2s and Level 1s
• Develop Team Members and enhance their skill sets to build strong bench
• Create, monitor, and track and respond to tickets as assigned, using established tools
• Provide Management, Senior IT Administrators and Engineers information upon request
• Develop checklist, training guides and other products to assist in developing Level1
• Managing fixed shift schedules for employee to ensure adequate coverage
• Monitor customer service stats and follow up on less than satisfactory responses to technician performance
• Manage staff assignments to either meet or exceed Franchisee’s SLA’s

Skills & Requirements:

• ITIL Certification preferred
• HDI Analysts certification preferred
• Thorough knowledge of basic office system software, operating systems, and desktop hardware
• Experience with Point of Sales Systems
• Weekend & evening support required          
• Requires 4 years of experience in IT. Includes 1 to 2 years of supervisory experience in a lead capacity
• Experience in leading teams of 7 to 15 IT professionals
• Proficiency in the Microsoft Suite (Word, PowerPoint, Excel, Access) or similar products