Director, IT Service Desk

Director, IT Service Desk Coppell, TX What does it mean to be a Brinker Head?

It means creating moments that make everyone feel special — whether you’re supporting our restaurants, celebrating wins with your team, or sparking ideas that keep Guests coming back. We play like a team, take pride in our culture, and know that life’s too short not to work happy.

At Brinker’s Restaurant Support Center (RSC), every role fuels the success of our brands — Chili’s® Grill & Bar and Maggiano’s Little Italy® — and directly impacts Team Members and Guests. From bold ideas to everyday support, we help create a fun atmosphere, great food and drinks, and the kind of hospitality that keeps everyone coming back. Here, you’ll discover opportunities for career growth, belonging, wellbeing, and plenty of chances to work hard and have fun.

Brinker International is an equal opportunity employer. We’re proud to provide a welcoming, respectful environment where everyone can thrive.

The Director, IT Service Desk is responsible for setting the vision, strategy, operating model, and service standards for Level 1/2 IT support across Brinker restaurants and the Restaurant Support Center (RSC). This leader owns the end-to-end service desk experience, ensuring Team Members receive timely, consistent, and hospitality-focused support that minimizes disruption to restaurant operations and corporate productivity.

• Lead, mentor, and grow a high performing restaurant technology support organization, corporate support team, and IT Service Management function.
• Manage all aspects of incident management, problem management, and overall health and reliability of IT systems.
• Lead major incident engagement for the service desk, ensuring rapid intake, accurate prioritization, effective communication, appropriate escalation, and strong coordination through restoration and follow-up.
• Strengthen problem management by identifying recurring issues and demand drivers, assigning ownership for root cause and corrective actions, and tracking prevention efforts to completion.
• Improve request fulfillment through a clear service catalog, standardized fulfillment models, measurable delivery commitments, automation, and an intuitive self‑service experience.
• Ensure alignment of operational level expectations and track key performance indicators. Use analytics to identify trends and prioritize continual improvement.
• Advance knowledge management capabilities by establishing article quality standards, ownership, review cycles, usage expectations, and feedback mechanisms that increase first‑contact resolution and enable self‑service.
• Develop workforce and capacity plans that account for restaurant operating hours, seasonality, promotions, technology deployments, outages, and RSC support demand.
• Manage third-party and managed service provider performance, including contractual service levels, operational reviews, staffing, quality, financial stewardship, escalations, and improvement commitments.
• Partner with technology teams to improve support readiness, escalation paths, operational documentation, and handoffs across Level 1, Level 2, and Level 3 support.
• Serve as a connective point across the Service Desk, technology teams, and business partners, translating support trends and operational impact into actionable insights and ensuring the right partners are engaged for problem solving, escalation, and resolution. Strengthen support readiness, escalation paths, documentation, and handoffs across Level 1, Level 2, and Level 3 support.
• Ensure technical changes are operationally ready for support, including training, knowledge, communications, process updates, support models, and…