Senior Manager, Helpdesk

575 Anton Blvd, Costa Mesa, CA 92626, USA

Posted Friday, December 12, 2025 at 8:00 AM

Our restaurants are only the tip of the flame! If you’re looking for a fast-paced, innovative and welcoming workplace then a career with our Familia is right for you.

• Hybrid work schedule
• Competitive pay and bonus
• Medical + Dental + Vision Insurance
• 401(K) Plan with match and immediate vesting
• HSA savings accounts
• Free El Pollo Loco food (Dine Out Card) + Restaurant Discount
• Discounts on theme parks, movie tickets, sports events, hotels and more…

The Senior Manager, Helpdesk Operations is the highest-level functional expert and strategic leader responsible for ensuring enterprise-wide operational excellence and continuous improvement within the IT Helpdesk and field support services. This role oversees the overall performance, policy development, and strategic direction of the Helpdesk team, managing the Manager, Helpdesk, and serving as the primary liaison for complex support escalations, major cross-functional projects, and vendor relationship strategy.

This role is crucial for scaling support operations to meet the growing demands of all EPL restaurant locations.

• Provide direct leadership, coaching, and performance management to the Manager, Helpdesk, ensuring the successful execution of daily operational objectives and team development.
• Serve as the highest-level escalation point for critical, recurring, or highly complex technical issues that cannot be resolved at the Manager level.
• Develop, implement, and govern Helpdesk policies and procedures across all service areas (incident management, knowledge base, communication standards) to maximize efficiency and customer satisfaction.
• Design, track, and report on key performance indicators (KPIs) and metrics (e.g., First Call Resolution, Average Handle Time, CSAT) for the entire Helpdesk function to the Director, POS Systems.
• Oversee the development and maintenance of a robust technical training and certification program for all Helpdesk staff to ensure expertise in supporting current and new technologies.
• Conduct quarterly in-depth service reviews to identify systemic issues, propose root cause corrections, and implement preventative measures across hardware, software, and field operations.
• Drive critical cross-departmental projects and initiatives (e.g., new POS system rollouts, restaurant openings) by defining Helpdesk support requirements and ensuring operational readiness.
• Manage the strategic relationship and performance of key external vendors (e.g., hardware maintenance, third-party software support), advising on contract negotiation, SLA adherence, and performance review against business goals.

To perform this job successfully, an individual must be able to satisfactorily perform the essential functions of the job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of the job. The requirements listed below are representative of the education and/or experience required.

Bachelor’s degree, or equivalent experience. At least five (5) years’ experience supervising technical staff. Experience in multi‑unit retail or restaurant industry preferred. MICROS, experience a plus.

Possess and maintain a valid driver's license

• Exceptional leadership and coaching abilities, with a proven track record of mentoring managers, building high‑performing teams, and driving organizational change.
• Profound analytical skills to translate operational data (KPIs, ticketing trends) into strategic insights and actionable improvement plans.
• Ability to communicate complex technical information clearly and persuasively to both technical teams and non‑technical executive stakeholders.
• Ability to exercise a high degree of independent judgment on matters of company‑wide significance.
• Confidence in execution of strategic initiatives.
• Must be decisive and able to make fact‑based decisions.
• Ability to read, write, and…