Help Desk Manager

I have a fulltime Helpdesk Manager role with my direct client. This can be hybrid or remote depending upon your location.

is responsible for leading the IT support team that provides technical assistance for restaurant Point of Sale (POS) systems and related technology.

• This role ensures timely resolution of support requests, maintains high service levels, and oversees the deployment, maintenance, and troubleshooting of POS hardware and software across multiple restaurant locations.
• The ideal candidate has strong leadership skills, hands-on POS experience in the restaurant industry, and a commitment to delivering exceptional customer service.

• Leadership & Team Management
• Manage, mentor, and develop a team of Help Desk technicians.
• Schedule staff to provide appropriate support coverage, including evenings, weekends, and holidays as needed.
• Establish performance metrics, conduct evaluations, and provide ongoing coaching.
• Foster a customer-focused culture that emphasizes responsiveness and problem resolution.
• Help Desk Operations
• Oversee daily help desk operations and ensure service level agreements (SLAs) are met.
• Manage ticket queues, prioritize incidents, and elevate critical issues when necessary.
• Monitor support trends and implement process improvements to increase efficiency.
• Develop and maintain standard operating procedures and knowledge base documentation.
• Provide advanced technical support for restaurant POS systems, including software, hardware, peripherals, and payment devices.
• Coordinate POS installations, upgrades, patches, and system rollouts.
• Troubleshoot issues involving order processing, menu programming, pricing, payment processing, printers, scanners, kitchen display systems (KDS), and network connectivity.
• Support integrations between POS systems and inventory, loyalty, online ordering, gift card, and third-party delivery platforms.
• Collaborate with vendors to resolve hardware and software issues.
• IT Infrastructure Support
• Support restaurant technology including Windows workstations, network equipment, Wi-Fi, VPN connectivity, mobile devices, receipt and kitchen printers, and payment terminals.
• Coordinate equipment replacements and lifecycle management.
• Ensure system security, backups, and compliance with company policies.
• Reporting & Continuous Improvement
• Track key performance indicators (KPIs), including ticket volume, response times, resolution times, and customer satisfaction.
• Prepare regular reports for IT leadership.
• Identify recurring issues and implement long-term solutions.
• Recommend technology improvements to enhance restaurant operations.

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of IT support experience.
• 2+ years of Help Desk leadership or supervisory experience.
• Experience supporting restaurant POS systems in a multi-location environment.
• Strong understanding of networking fundamentals (TCP/IP, DHCP, DNS, Wi-Fi).
• Experience supporting Windows operating systems and Microsoft 365.
• Excellent troubleshooting, organizational, and communication skills.
• Preferred
• Experience with Toast, Client Aloha, Oracle MICROS, PAR Brink, Revel, or Square for Restaurants. Experience supporting payment processing and PCI compliance.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience with Service Now, Jira, Zendesk, or Fresh Service.

• Leadership and Team Development
• Technical Troubleshooting
• Incident & Problem Management
• Network Support
• Process Improvement
• Documentation
• Project Coordination Working Conditions
• Office-based with remote support responsibilities.
• Occasional travel to restaurant locations.
• Ability to work evenings, weekends, holidays, or on-call as required.
• Ability to lift and install POS and computer equipment up to 40 pounds.
• Success Measures
• Achievement of Help Desk SLA targets.
• High customer satisfaction ratings.
• Reduced incident response and resolution times.
• Successful POS deployments and upgrades.
• Increased restaurant system uptime.
• Strong employee development and retention.