IT Support Manager

Job Description

POSITION RESPONSIBILITIES:

• Ensure restaurant technology systems are functioning
• Ensure all POS terminals and shop communication networks are in a business-ready state at all times,
• Repair and report all software related issues and errors. Cooperate with the Manager, POS Deployments on reporting and resolving issues with new deployments and work with 3rd party vendors as needed.
• Create and regularly report on support metrics. Set service level goals and create reports of exceptions including plan for remediation of any out of service level issues.
• Request or develop support tools for use by the POS team. Suggest improvements in software or procedures to reduce support issue frequency and duration.
• Work with vendors to ensure replacement and new shop equipment is sufficient to supply the needs of existing, new and temporary shops. Emphasis on preparing for the peak holiday periods.
• Utilize contract vendors as needed for technology issues that cannot be remedied remotely.
• Manage outsourced Help Desk, POS hardware repair and on-site technical services vendors.
• Maintain a plan for continuous improvement for the support team.
• Follow up with affected users and vendors; maintain records of support activates to review with support staff and end users as needed.
• Responsible for store PCI compliance, ensuring minimal PCI scope and maximum security.
• Create and maintain deployment plans for installing new and temporary systems to ensure completeness and consistency of installations.
• Identify opportunities to enhance technology and innovation that will enhance departmental effectiveness.
• Able to travel to stores or other offices for troubleshooting or meetings as required.

Job Requirements

• POS support and implementation experience required.
• 7 years' store systems experience support both software and POS hardware 3 years' experience managing and maintaining store POS systems and technology
• Minimum 2 years' experience working in a PCI compliant environment.
• Advanced knowledge of troubleshooting techniques; familiarity with system performance tools, hardware and software technologies.
• Hands-on experience with POS hardware and EMV technologies required.
• Proven ability to learn new technologies quickly and manage change efficiently, proactively and in a positive manner.
• Excellent written and verbal communication skills.
• Advanced skills installing, configuring and troubleshooting networks.

Sun Holdings Benefits

• Competitive pay and benefits (medical, dental, vision, disability and life insurance plan options)
• Plenty of training to set you up for success
• Eligible for a quarterly operational performance bonus
• 401K
• Paid time off
• Free meals while working
• Opportunities to advance your career and grow our brand

Sun Holdings is committed to delivering a great experience to our customers and a stimulating career environment for our employees. Sun Holdings is an Equal Opportunity Employer.