Help Desk Manager

The Help Desk ManagerThe 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 ResponsibilitiesLeadership & Team ManagementManage, 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 OperationsOversee 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 SupportProvide 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 SupportSupport 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 ImprovementTrack 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 RequiredBachelor'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.PreferredExperience 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 CompetenciesLeadership and Team DevelopmentCustomer Service ExcellencePOS System AdministrationTechnical TroubleshootingIncident & Problem ManagementNetwork SupportVendor ManagementProcess ImprovementDocumentationProject Coordination Working ConditionsOffice-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 MeasuresAchievement 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