The Help Desk Manager is responsible for leading the IT support team that provides technical assistance for restaurant Point of Sale (POS) systems and related technology.
- This role ensures timely resolution of support requests, maintains high service levels, and oversees the deployment, maintenance, and troubleshooting of POS hardware and software across multiple restaurant locations.
- The ideal candidate has strong leadership skills, hands-on POS experience in the restaurant industry, and a commitment to delivering exceptional customer service.
Key Responsibilities - Leadership & Team Management
- Manage, mentor, and develop a team of Help Desk technicians.
- Schedule staff to provide appropriate support coverage, including evenings, weekends, and holidays as needed.
- Establish performance metrics, conduct evaluations, and provide ongoing coaching.
- Foster a customer-focused culture that emphasizes responsiveness and problem resolution.
- Help Desk Operations
- Oversee daily help desk operations and ensure service level agreements (SLAs) are met.
- Manage ticket queues, prioritize incidents, and escalate critical issues when necessary.
- Monitor support trends and implement process improvements to increase efficiency.
- Develop and maintain standard operating procedures and knowledge base documentation.
- Restaurant POS Support
- Provide advanced technical support for restaurant POS systems, including software, hardware, peripherals, and payment devices.
- Coordinate POS installations, upgrades, patches, and system rollouts.
- Troubleshoot issues involving order processing, menu programming, pricing, payment processing, printers, scanners, kitchen display systems (KDS), and network connectivity.
- Support integrations between POS systems and inventory, loyalty, online ordering, gift card, and third-party delivery platforms.
- Collaborate with vendors to resolve hardware and software issues. IT Infrastructure Support
- Support restaurant technology including Windows workstations, network equipment, Wi-Fi, VPN connectivity, mobile devices, receipt and kitchen printers, and payment terminals.
- Coordinate equipment replacements and lifecycle management.
- Ensure system security, backups, and compliance with company policies. Reporting & Continuous Improvement
- Track key performance indicators (KPIs), including ticket volume, response times, resolution times, and customer satisfaction.
- Prepare regular reports for IT leadership.
- Identify recurring issues and implement long-term solutions. • Recommend technology improvements to enhance restaurant operations.
Qualifications Required - Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 5+ years of IT support experience.
- 2+ years of Help Desk leadership or supervisory experience.
- Experience supporting restaurant POS systems in a multi-location environment.
- Strong understanding of networking fundamentals (TCP/IP, DHCP, DNS, Wi-Fi).
- Experience supporting Windows operating systems and Microsoft 365.
- Excellent troubleshooting, organizational, and communication skills.
- Preferred
- Experience with Toast, Client Aloha, Oracle MICROS, PAR Brink, Revel, or Square for Restaurants. Experience supporting payment processing and PCI compliance.
- ITIL Foundation certification.
- CompTIA A+, Network+, or Microsoft certifications.
- Experience with ServiceNow, Jira, Zendesk, or FreshService.
Core Competencies - Leadership and Team Development
- Customer Service Excellence
- POS System Administration
- Technical Troubleshooting
- Incident & Problem Management
- Network Support
- Vendor Management
- Process Improvement
- Documentation
- Project Coordination Working Conditions
- Office-based with remote support responsibilities.
- Occasional travel to restaurant locations.
- Ability to work evenings, weekends, holidays, or on-call as required.
- Ability to lift and install POS and computer equipment up to 40 pounds.
- Success Measures
- Achievement of Help Desk SLA targets.
- High customer satisfaction ratings.
- Reduced incident response and resolution times.
- Successful POS deployments and upgrades.
- Increased restaurant system uptime.
- Strong employee development and retention.
Remarks:
MA candidates ideal
Open to remote East Coast
POS/Restaurant experience
Hands On
Network experience
Client Facing
Hiring Responsibilities
Team of 15 Onshore/Off shore
Diagnostic expertise
