Remote IT Help Desk Manager

Company Overview: Join a leading fast-food restaurant franchise owner with over 140 locations. We are dedicated to providing exceptional service and seamless operations across all our restaurants. To support our continuous growth and maintain our high standards, we are seeking a skilled Remote IT Help Desk Specialist to join our dynamic team.

Position Summary: The IT Help Desk Manager is responsible for leading the helpdesk team in providing top-tier technical support to restaurant locations, corporate operations, and headquarters. This role ensures efficient troubleshooting and resolution of IT-related issues, manages escalations, and oversees the implementation of new technologies. The IT Help Desk Manager plays a critical role in maintaining and improving system performance, ensuring seamless operation of POS systems, network hardware, and cloud-based solutions. With a strong focus on leadership, customer service, and process optimization, this position is integral to delivering a high-quality IT support experience while driving continuous improvement within the organization.

Key Responsibilities:

• Oversee and manage the helpdesk team, ensuring efficient resolution of IT support cases via phone, email, and support case management systems.
• Develop and implement best practices for troubleshooting and diagnosing restaurant technology-related issues reported by operations teams.
• Act as an escalation point for complex technical issues and coordinate with vendors to resolve critical support cases.
• Monitor department dashboards and support tools to ensure timely issue resolution and adherence to SLAs.
• Manage the deployment, updates, and troubleshooting of desktops, tablets, and laptops for restaurant locations, corporate operations, and headquarters.
• Provide expert-level support for Microsoft desktop applications and cloud-based solutions, ensuring optimal system performance.
• Maintain detailed documentation of IT support activities, issue resolutions, and knowledge base articles to improve team efficiency.
• Lead the implementation of new technologies, including hardware and software rollouts, and identify opportunities for process improvement.
• Train and mentor helpdesk staff, fostering a customer-focused and solutions-oriented team culture.

Tools and Technologies:

• POS Systems: Xenial Encounter POS
• Drive-Thru Systems: Xenial Drive-Thru Timers, Panasonic Attune Headsets, HME EOS
• Digital Menu Boards: Xenial DMB (Digital Menu Board), Stratacache DMB
• Network Hardware: Ubiquiti Unifi Hardware and Software

Requirements

• Proven experience in an IT support or help desk management role in the restaurant industry, preferably in fast food.
• Strong leadership skills with the ability to manage, mentor, and develop a team of IT support professionals.
• Excellent troubleshooting and diagnostic skills for both hardware and software issues.
• Experience with POS systems and related hardware is a strong plus.
• Proficiency in Microsoft desktop applications and cloud-based solutions.
• Outstanding communication skills, both verbal and written, with a customer-first approach.
• Ability to manage multiple support cases simultaneously and prioritize effectively in a fast-paced environment.
• Experience with Ubiquiti Unifi hardware and software is preferred.
• Commitment to continuous improvement and staying up to date with emerging IT technologies.

Benefits

• Client Relationship: You will be directly working with the client. This means that you will communicate with the client, provide services, and address any client-related matters independently.
• Payment: All payments for your services will be handled directly by the client. Elevate and Delegate is not involved in processing your payroll. Your salary will directly go to you.
• Vacation Leaves and Holidays: While we may have recommendations or guidelines regarding vacation leaves and holidays, the decision is entirely at the discretion of the client. You are expected to align your schedule with the client's business needs and any specific policies or preferences they may have in this regard.

Salary: $1300 - $1500 / month

Schedule: EST