IT Service Desk Supervisor
Information System
Dallas, TX
February 21, 2025
IT Service Desk Manager
Job Summary
Responsible for supervision of IT service desk staff which maintains a 24x7x365 availability of all technology facets in the restaurant environment (POS, telecom and other technology platforms) as well as the corporate environment. Provides team with leadership and support to ensure a high level of customer service and satisfaction. Performs queue and quality management of the Incident Management process. This position requires shift work to cover combination of evenings, weekends and holidays.
Your Key Job Functions
• Ensure Service Desk is consistently providing the highest level of customer service
• Ensure Service Level Agreements are met for all Service Desk customers
• Build and maintain trust with the customers in order to maximize productivity and achieve high customer satisfaction
• Effectively resolve escalations received from various levels of the organization
• Assessment and review of KPI/Competencies in accordance to Brinker expectation
• Assist in building an effective team through hiring strong talent, proper coaching/training and fostering high employee engagement
• Active involvement in employee development and coaching as well as driving succession planning for key roles
• Foster relationships and manage service level agreements, contracts and billing with various IT supplier partners
• Act as a representative on behalf of the service desk within project teams
• Ability to analyze data to make appropriate suggestions in handling fluctuations in workload, mitigating call volume and performing trend analysis
• Ability to properly redirect resources to accommodate call volume, crisis situations and any business impacting opportunities that detract from teams effectiveness
• Utilize data available to drive continuous improvement
• 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, Service desk Policies/Procedures, and SLA's with customers
What You Bring to the Team
• 4 year degree or equivalent work experience
• Leadership/Management certifications are beneficial
• A+ certification
• Net + certification
• 1-3 years Service desk Analyst
• 1-3 years of Management (preferred with focus on Support)
• Technically proficient with proprietary software/hardware and any supported 3rd party applications
• Excellent oral/written communication skills focusing on presenting technical concepts in clear business terms
• Excellent decision making skills
• Working knowledge of ServiceNow a strong plus
• Excellent analytical and problem solving ability
• Strong customer orientation - Ability to understand strategic direction, business directives and critical success factors for the organization
• Demonstrated leadership - Ability to build, motivate, manage and mentor a team of professionals
• 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