Manager - Restaurant Technology Support

Job Description

The US Technology Support Team aims to minimize disruption to restaurant operations and proactively provide support with speed, clarity, and convenience. Swiftly identify root causes and pinpoint vital improvements to enhance technology performance, reducing reliance on help desk support.

The US Restaurant Technology Product Response Manager will:

Supervise the critical issue of incidents within the core product group, coordinating resolutions with extended support teams

Analyze and supervise data and metrics to pinpoint incident trends, collaborating with product teams to resolve root causes effectively

Participate in Major Incident Management (MIM) as incidents arise, relaying key information to Support and Technology collaborators

Key customers include multi-functional teams within US Technology, Field Offices, Operations, Product Development Teams, Deployment Services, Owner/Operators, and Suppliers

Core Responsibilities:

Provide full support and guidance for problems and questions of a core product group; serve as authority for these products while representing the Support team as updates and new deployments are initiated

Collaborate with multi-functional teams to advance and resolve sophisticated issues promptly

Proactively identify trends and potential areas for improvement to enhance customer satisfaction

Cross-train in all Support product areas to effectively provide backup to other team members as needed

Serve as lead product point of contact and champion positive and collaborative unions teams

Facilitate the resolution of support related incidents from the field, Home Office, and Operators and the Help Desk Vendors

Analyze and supervise data and metrics around ticket incidents, time to resolution, issue frequency, and field technology partner incident resolution

Identify incident trends and advance to the Support Solutions team for root cause resolution in order to minimize future need for help desk support

Serve as the point of contact for Support during a Major Incident Management (MIM) and lead process and involved parties to fast resolution

Provide critical information to key partners during system outages or other high-priority incidents whenever required, even during non-standard business hours

Maintain involvement in product enhancement and new deployments with the product teams within core assigned group, collecting key information and being the voice and advocate for the Support team

Build strong relationships and teamwork through effective communication between teams within US Technology, Global Technology and vendors

Identify knowledge gaps in materials vendors apply

Deliver the best possible Owner/Operator and restaurant crew experience with US Technology products & services by understanding restaurant needs, difficulties, and goals

Provide status updates on incidents to management and key collaborators