What are the responsibilities and job description for the Manager, IT Support & End-User Services position at Tatte Bakery & Cafe?
Job Details
Description
KEY RESPONSIBLITIES
QUALIFICATIONS & EXPERIENCE
Description
KEY RESPONSIBLITIES
- Support Operations & Service Delivery
- Own Tier 1 and Tier 2 support operations, ensuring timely, courteous, and effective resolution of incidents and requests
- Manage day-to-day performance of the third-party help desk partner, including SLAs, quality standards, and escalation handling
- Serve as escalation point and incident manager for Severity 1 and 2 issues
- Lead outage and emergency communications to stakeholders, ensuring clarity and consistency
- Knowledge, Process & Tool Management
- Maintain and continuously improve the IT knowledge base and solution repository
- Ensure consistent ticket documentation, categorization, and resolution quality
- Manage service desk tooling (ServiceNow, Zendesk, Jira Service Management, or similar)
- Develop scalable, repeatable support processes aligned with Tatte’s growth
- Hardware & End-User Technology
- Coordinate staging, provisioning, deployment, and support of laptops, POS peripherals, and other end-user hardware
- Maintain accurate hardware inventory and lifecycle tracking
- Partner with IT Systems and Security teams on standards, compliance, and access controls
- Team Leadership & Performance Management
- Conduct regular performance reviews with third-party and future in-house support resources
- Coach analysts using ticket reviews, root-cause analysis, and service quality feedback
- Identify performance gaps and implement action plans to improve service outcomes
- Build the roadmap for transitioning to an in-house support team over time
- Continuous Improvement & Special Projects
- Analyze ticket trends to reduce repeat issues and inbound volume
- Recommend process, tooling, or training improvements
- Support special IT initiatives and rollouts as needed
QUALIFICATIONS & EXPERIENCE
- 3 years of experience in IT support or service desk leadership
- Experience managing third-party or outsourced IT support teams
- Strong understanding of incident management and escalation processes
- Ability to communicate technical concepts clearly to non-technical users
- Experience in retail, restaurant, or multi-unit hospitality environments
- Hands-on experience with hardware provisioning and field support
- Familiarity with ServiceNow, Zendesk, Jira Service Management, or similar tools
- Service Excellence: Delivers reliable, respectful, and high-quality support experiences
- Operational Discipline: Builds structure, standards, and repeatable processes
- People Leadership: Coaches and develops support talent effectively
- Problem Solving: Resolves issues quickly while addressing root causes
- Cross-Functional Partnership: Works seamlessly with IT Systems, Security, and Operations
- Competitive pay - ranging from $90,000 - $110,000 depending on experience, potential 10% bonus.
- 401(k) (with a vesting match)
- Health, dental and vision insurance
- Paid vacation time and paid sick time
- Free employee assistance program services
- Free drinks and generously discounted meals
- Exciting potential for growth
Salary : $90,000 - $110,000