Essential Job Functions – Administration and Maintenance
- Partner with leadership to create the technology roadmap, participate in openings/development, creation/ support of systems, design/communicate technology standards, and be liaison with departments and vendors
- Effectively manage the day-to-day operations of the technology department including the support desk
- Execute effectively and consistently against the technology vision
- Troubleshoot and resolve trouble tickets related to technical difficulties with store POS hardware, software, and network issues
- Follow all support issues to full resolution and provide afterhours support as needed
- Document system configurations and resolutions to common issues
- Understands and implements the technology department’s goal of Rapid Response to resolve all store-level issues proactively and effectively
- Discusses system problems with managers and end users to determine the exact nature of the issue, proposed solutions, and long-term resolution
- Defines the goals of the system and the steps necessary to achieve them
- Uses techniques such as structured analysis, project management, and cost analysis to evaluate new and existing systems, upgrades, and modifications
- Helps with data entry, processing procedures, and reporting ensuring all output achieves end users' needs
- Prepares system diagrams and exhibits to explain the proposed system to managers and end users in and understandable and operational format
- Helps to prepare cost-benefit analysis to determine whether implementation of new systems or changes are financially feasible
- Helps to manage all existing and new partner integrations
- Helps to manage corporate and store level VoIP phone systems including software and hardware
- Fully tests systems and changes utilizing corporate labs to debug system, as required, to eliminate errors
- Ensures that company assets are maintained responsibly
Network Design, POS, Travel, and Construction
- Help with designing and building networks including the following:
- Cabling, termination, toning, and testing as needed
- Installing all network hardware including firewalls, switches, WAPs, patch panels, data racks, etc.
- Firewall installation and segmentation
- Scheduling and coordinating internet installs
- Help with the management, oversight, and setting expectations for all partner installers
- Ability to travel, as needed, to new restaurant builds and/or conversions
- Help with project management for all new store openings
POS and Application Support
- Updates the POS database to support new menu items, modifiers, promotions, pricing, etc.
- Fully tests all system changes in a lab environment to document and understand impact prior to implementing in a live environment
- Oversees all lab systems to ensure uptime and operability
- Interacts with store managers on all levels to help resolve technology related issues and provides resolution in a timely manner
- Serves as the main point-of-contact for the restaurants on all technology related information and support
- Receives escalations from POS vendor support and works with team, if necessary, to provide full resolution
- Assists in the training of end users on all store level software and hardware
- Analyze technology infrastructure and system performance to assess cost, production, and upgrade requirements
Communication
- Keeps team well informed of support related issues and any changes within the system
- Effectively communicates relevant technology information and changes to the organization in a timely manner
- Delivers engaging, informative, and well-organized presentations and reporting
- Resolves and/or escalates issues in a timely fashion keeping all end users updated throughout the process
- Understands how to communicate and / or keep confidential sensitive information tactfully and professionally
Policies, Procedures, and Documentation
- Actively contributes to continuous process improvement, performance management, and metrics driven results
- Develops and implements business continuity protocols to minimize disruption to business operations in emergency situations or data loss
- Maintains and updates documentation of new and existing policies, procedures, and configurations
- Documents and maintains all store level data and network diagrams
- Adheres to all PCI related guidelines, recommendations, and procedures
Required Education and Experience
- Bachelors in IT or Computer Science preferred, or any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities
- 3+ years of successful technology management experience, experience leading technology for a restaurant brand, customer support/help desk, and experience with new restaurant openings
- Experience in managing large scale technology projects
- Experience in managing enterprise systems in a corporate technology environment
- Experience creating and implementing standards and policies in a corporate technology environment
Required Knowledge, Skills, and Abilities:
- Experience with restaurant Aloha and Toast POS systems (hardware and software), networks, payment systems, and guest facing technology strongly preferred
- Excellent technical knowledge of technology disciplines and systems integrations within multiple environments and other systems
- Knowledge of business and management principles involved in strategic planning, resource allocation, leadership, coordination and management of people, and project management
- Restaurant industry/operations experience is strongly preferred
- Strong communication, interpersonal, and analytical skills
- Strong listening, time management, and reasoning skills
- Ability and desire to provide excellent customer service to internal and external customers
- Technical ability to troubleshoot PC / POS hardware, connectivity, and network issues
- Ability to complete multiple simultaneous projects in a timely manner
- Ability to work independently in a dynamic work environment
- Must be dependable, reliable, and adaptable while displaying integrity, a strong work ethic, and professional demeanor
- Working knowledge of MS operating systems and applications
- Ability to travel and work some nights and weekends as determined by overall support and install needs
- Solid technical knowledge and experience in the use and application of existing and emerging technologies and products within the industry