Restaurant Systems Manager, Level 2

Information System
Dallas, TX
March 24, 2025

Restaurant Systems Manager, Level  2

Coppell, TX.

Job Summary

Responsible for management of Level 2 Restaurant Systems staff which owns the responsibility of ensuring 24x7x365 availability of all I.T. services consumed by the company.  The scope of support includes restaurants, field and RSC.  Provides team with leadership and support to ensure a high level of customer service and satisfaction.  This position also rotates as an escalation point for issues escalated afterhours.  

Your Key Job Functions

•    Manage the Level 2 team to ensure maximum value is being returned to the business 
•    Active involvement in employee development through training, coaching and performance management 
•    Drive continuous improvement into the Level 2 processes
•    Identify and measure key performance indicators (KPI) to understand trends
•    Ensure the team is adequately prepared to take on the support of new or changed applications as they move from Build to Run 
•    Effective succession planning for key roles
•    Ensure service level agreements (SLA) are adhered to
•    Build and maintain relationship based upon trust with the business and restaurants
•    Effectively resolve escalations received from various levels of the organization
•    Act as a representative on behalf of Level 2 within project teams
•    Schedule the Level 2 analysts to cover a combination of evenings, weekends and holidays.
•    Ability to analyze data to make appropriate suggestions in handling fluctuations in workload, mitigating incident volume and incident trending analysis
•    Ability to properly redirect resources to accommodate incident volume, crisis situations and any business impacting opportunities that detract from teams effectiveness
•    Ability to work and lead a team within an operationally intensive environment
•    Involvement in definition/refinement of foundational support needs including Statements of Work with Supplier Partners, Level 2 Policies/Procedures, and SLA's with customers

What You Bring to the Team

•    4 year degree or equivalent work experience
•    Strong understanding of the end to end operation of a restaurant considered a strong plus
•    ITIL V3 Foundation certification desired but not required
•    Technical certifications considered a plus but not required
•    3 to 5 years of experience as a Support Analyst
•    1-3 years of managing a service / support organization or experience managing a restaurant
•    Service oriented with a strong focus on customer satisfaction
•    Demonstrated leadership - Ability to build, motivate, manage and mentor a team of professionals
•    Able to demonstrate a strong sense of urgency
•    Excellent decision making skills
•    Excellent analytical and problem solving ability
•    Excellent oral/written/listening communication skills focusing on presenting technical concepts in clear business terms
•    Technically proficient with proprietary software/hardware and any supported 3rd party applications
•    Ability to understand and translate the strategic direction into tactical execution points for the team
•    Effective interpersonal skills with ability to interact successfully across all levels of Brinker's organization
•    Supplier Partner and Contract management 
•    Ability to manage budgets, schedules, and associated role deliverables; results oriented
•    Change agent within Brinker I.T. - provides positive, focused support of management initiatives
•    Previous retail support experience preferred