Help Desk Manager

The Help Desk Manager

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