The IT Services Manager, as a member of the IT Services department, will lead the development, implementation, and continual improvement of processes such as Incident, Problem, Change, and Configuration Management. As the primary advocate for restaurant managers and end-user support within the IT organization, the Service Manager will work closely with the Applications, infrastructure, and departmental IT management teams to establish processes and service level objectives that assure restaurant system issues are resolved and user concerns are addressed consistent with defined service level expectations. The IT Service Manager will establish standards of performance, training & development programs, and use metrics to drive continuous improvement with a user experience focus. This position is hybrid. Three days in the office, 2 remote.

ROLES AND RESPONSIBILITIES:

• Develop resources strategies, allocating staff, tools, and specialized support as necessary to ensure that operational and support processes are working as expected to support the business
• Develop opportunities for cross-team effectiveness and remove organizational barriers for strong teamwork, collaboration, and excellent service delivery
• Training and coaching of the IT Service Desk, Information Technology, and internal stakeholders to improve utilization of service management processes and applications
• Create, manage, and maintain the IT Service Management framework encompassing Enterprise service desk, change control, incident, problem, request, access, event, knowledge, and asset management
• Partner with Application Development, Infrastructure and other stakeholders to provide proactive and business appropriate communication on status for incidents
• Develop and document standards, policies, procedures, services plans and key performance metrics that support the continual improvement of IT Services
• Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards
• Works within the Service Management framework to prevent recurrences of issue and improve collection and distribution of knowledge
• Develop new ITSM tool requirements based on the service-centric and process-focused IT department vision
• Leadership oversight of restaurant service requests for installation and modifications with various vendors
• Monitor KPIs for internal and external people and processes to ensure exceptional service is provided to the business
• Maintains active communication with all appropriate internal stakeholders to develop and integrate resolutions of problems
• Initiates, research, and approves resolution of software/hardware concerns from restaurant management and departmental supervisors
• Monitors daily systems used in restaurant operations, e.g., restaurant-polling data, polling spreadsheet and director reports to ensure business process working effectively
• Select and develop technical team members by participating in the hiring process, setting annual performance (PMP) goals, ensuring individual development plans are in place and appropriate, providing regular feedback to team members, completing mid-year and annual performance reviews (PMPs) and participating in the annual talent review process.
• Consistently enhance skills and job knowledge through training
• Support line of business applications for both the corporate and restaurant systems
• Maintain accurate inventory of hardware, software, and other relevant technological tools
• In conjunction with the Infrastructure Team, oversee the installation and setup of IT workstations, POS and KDS stations at both the corporate and restaurant environment

• Excellent communication skills and the ability to effectively interact with other teams across the organization
• Minimum of 5-7 years experience managing an IT Service Desk with a proven record of capabilities evolution and continual process improvement
• Minimum of 5+ years of Incident Management
• Minimum of 5+ years of experience successfully leading teams and managing employee performance
• Demonstrated strong Service Management knowledge in key ITSM processes including Incident Management, Problem Management, Change Management, Service Level Management and Knowledge Management

• Progressively responsible experience influencing and partnering with IT and business leaders across functional areas
• Demonstrated ability to effectively manage multiple, concurrent initiatives and drive projects to completion
• Proven ability to work effectively and achieve results across functional areas in a work environment with a high rate of change
• Self-starter with initiative to proactively identify and act upon opportunities without direction

• Strong knowledge and experience in Service Desk tools implementation and evolution
• Experience in implementing quality guidelines, standards and procedures
• Bachelor’s degree in Computer Science, Information Technology or a relevant field

OTHER KEY QUALIFICATIONS:

• ITIL V4 Foundation Certification strongly preferred
• Experience implementing and managing service management processes and best practices
• Demonstrated ability to lead, motivate, supervise, and develop employees
• Operations leadership and subject matter expertise in IT service desk best practices and client services
• Operations leadership and subject matter expertise in ITSM best practices and implementation to support a culture of continuous improvement of IT operational processes
• Experience working in a matrix environment
• Ability to manage multiple tasks along a parallel process
• 3-5 years project management experience