IT Operations Manager

Title: Manager, Restaurant Technology Operations #1010372 Job Type: Full-Time | On-site Job Summary We are seeking a results-driven Manager, Restaurant Technology Operations to lead the performance, support, and continuous improvement of technology systems across a multi-location restaurant environment. This role will oversee critical restaurant technology platforms, including Point-of-Sale (POS), Kitchen Display Systems (KDS/Smart Kitchen), back-office systems, hardware, and related operational technologies. The ideal candidate will have strong experience supporting restaurant, retail, QSR, franchise, or hospitality technology environments. Key Responsibilities Lead day-to-day operational support for POS, KDS/Smart Kitchen, back-office, and restaurant technology platforms. Ensure system stability, performance, and timely resolution of technology issues. Serve as the primary escalation point for critical incidents and coordinate resolution with internal teams and external vendors. Manage technology vendors, SLAs, escalations, and performance. Coordinate technology readiness for promotions, menu updates, limited time offers (LTOs), and new product launches. Support KDS/Smart Kitchen enhancements and operational improvements. Lead technology readiness for new restaurant openings, transfers, and major system deployments. Manage hardware installations, upgrades, replacements, and lifecycle planning across multiple locations. Develop and maintain operational KPIs, scorecards, dashboards, and reporting for system health and vendor/support performance. Communicate system updates, planned maintenance, outages, and operational impacts to business stakeholders. Develop and maintain documentation, runbooks, procedures, and support processes. Drive automation, process improvement, and operational excellence initiatives. Lead and develop team members while promoting accountability and collaboration. Required Qualifications Bachelor’s degree in information technology, Computer Science, Engineering, or related field, or equivalent experience. 5+ years of experience supporting restaurant, retail, hospitality, or multi-location technology environments. Experience with POS, Point-of-Sale systems, KDS/Kitchen Display Systems, Smart Kitchen, back-office systems, or similar operational technology platforms. Proven experience managing technology vendors, SLAs, incidents, escalations, and support operations. Experience coordinating system updates, menu changes, promotions, product launches, or technology deployments. Experience supporting new restaurant/store openings and hardware deployments. Experience developing operational reporting, KPIs, and performance scorecards. Working knowledge of networking, device management, and technical support processes. Experience with JIRA and Confluence or similar project management/documentation tools. Experience working in Agile environments, including Scrum and/or Kanban. Strong communication, problem-solving, and stakeholder management skills. Ability to manage multiple operational priorities in a fast-paced environment. Preferred Qualifications Experience within the restaurant, QSR, franchise, or hospitality industry. Experience supporting enterprise POS and KDS platforms across multiple locations. Familiarity with DevOps practices, automation, monitoring tools, and AWS/cloud environments. Experience managing large-scale restaurant or retail technology deployments. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability #J-18808-Ljbffr