Lead Technical Support Manager in Irving, TX at MDI Group

Date Posted: 7/18/2019

Job Snapshot

Job Description

Lead Technical Support Analyst
Irving, TX

We are looking to add a key member to our IT team.  This role is ideal for a candidate with strong attributes as it relates to ownership and accountability.  The Lead Technical Support Analyst is responsible for the escalation management of our Help Desk.  This team member will also play a vital role in the rollout of our POS and online ordering systems, NCR Silver POS as well as OLO (online ordering) platforms.  This person will work closely with each of the other IT team members to facilitate timely resolution of issues, provide additional support to the network engineer and support all aspects of the environment both in Restaurant and at the Support center.  This position will, at times, require the candidate to troubleshoot basic networking issues as well as manage projects as assigned.   

What You Will Be Doing:

  • Resolves Technical Problems: Identifies, researches and resolves complex technical problems
  • Remains aware of reoccurring problems and suggests solutions
  • Escalate support issues for all restaurant technology needs
  • Provide secondary support for Field Operations and Restaurant Support Offices
  • Review and resolve out-of-scope billing concerns with 3rd party vendors with selected IT vendors
  • Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected
  • Manages support for the roll out and execution of approved restaurant technology projects
  • Monitor and support restaurant level system upgrades and maintenance
  • Establish and document restaurant systems processes and services level adherence with Operations
  • Recommend new solutions to enable more efficient supportability and faster resolution times for ticketing systems
  • Manage 3rd Party and internal Restaurant Support desk
  • Provides guidance and support in solving complex problems; follows up with outstanding support issues
  • Outlines Crewmembers hours to ensure that the Help Desk is manned during regular hours and on-call after hours
  • Coach Crewmembers on career paths; provide challenging assignments and opportunities for development 
  • Coach Crewmembers on performance
  • Special projects as directed by IT leadership and other duties and responsibilities as requested by leadership
  • Mentor and develop support personnel
  • On Call support required

Must Haves:

  • 1-2 years’ experience with Windows server, files services and active directory
  • 2 years’ experience with restaurant networks including firewall, switch, and ISP remediation
  • 3 years previous Help desk/Service desk management experience
  • 3 plus years NCR Aloha, NCR Silver or comparable POS experience
  • Working knowledge of Microsoft Office suite of products
  • Strong understanding of Office 365 administration
  • Education (or equivalent experience) 2 year Computer Science education with comparable or equivalent work experience


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