Manager, SailPoint Identity Governance Technical Lead KPMG
Boston, MA8 days ago
- $114,095–$268,180 Per Year
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Skills
- Atlassian JIRAunmatched
- Coachingunmatched
- Communication Skillsunmatched
- CompTIA A+unmatched
- CompTIA Network+unmatched
- Computer Scienceunmatched
- Computer Securityunmatched
- Computer Workstationsunmatched
- Continuous Improvementunmatched
- Corporate Complianceunmatched
- Corporate Policiesunmatched
- Customer Relationsunmatched
- Customer Satisfactionunmatched
- Customer Support/Serviceunmatched
- DHCP (Dynamic Host Configuration Protocol)unmatched
- DNS (Domain Name System)unmatched
- Document Scannersunmatched
- Documentationunmatched
- Employee Retentionunmatched
- Equipment Replacementunmatched
- Establish Prioritiesunmatched
- Help Deskunmatched
- IT Service Management (ITSM)unmatched
- ITIL (IT Infrastructure Library)unmatched
- Identify Issuesunmatched
- Incident Managementunmatched
- Incident Responseunmatched
- Information Technology & Information Systemsunmatched
- Knowledge Baseunmatched
- Leadershipunmatched
- Lift/Move 40 Poundsunmatched
- Mentoringunmatched
- Microsoft Certificationsunmatched
- Microsoft Product Familyunmatched
- Microsoft Windows Operating Systemunmatched
- Mobile Devicesunmatched
- Network Connectivityunmatched
- Network Supportunmatched
- Network System Hardwareunmatched
- On Callunmatched
- Operationsunmatched
- Oracleunmatched
- Order Processingunmatched
- Organizational Skillsunmatched
- PCIunmatched
- Payment Processingunmatched
- People Managementunmatched
- Performance Analysisunmatched
- Performance Metricsunmatched
- Peripheral Hardwareunmatched
- Point of Sale (POS) Hardwareunmatched
- Point of Sale (POS) Softwareunmatched
- Point of Sale (POS) Systemsunmatched
- Point of Sale Installationunmatched
- Pricingunmatched
- Printersunmatched
- Problem Solving Skillsunmatched
- Process Improvementunmatched
- Project/Program Coordinationunmatched
- Reporting Skillsunmatched
- Restaurantunmatched
- Service Level Agreement (SLA)unmatched
- ServiceNowunmatched
- Software Patchesunmatched
- Staff Developmentunmatched
- Standard Operating Procedures (SOP)unmatched
- Standards Developmentunmatched
- Systems Administration/Managementunmatched
- TCP/IP (Transmission Control Protocol/Internet Protocol)unmatched
- Team Buildingunmatched
- Team Lead/Managerunmatched
- Technical Leadershipunmatched
- Technical Supportunmatched
- Time Managementunmatched
- VPN (Virtual Private Network)unmatched
- Vendor/Supplier Managementunmatched
- Wi-Fiunmatched
- Willing to Travelunmatched
- ZenDeskunmatched
Description
The Help Desk Manager is responsible for leading the IT support team that provides technical assistance for restaurant Point of Sale (POS) systems and related technology.
Key Responsibilities
Remarks:
MA candidates ideal
Open to remote East Coast
POS/Restaurant experience
Hands On
Network experience
Client Facing
Hiring Responsibilities
Team of 15 Onshore/Off shore
Diagnostic expertise
- 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.
Key Responsibilities
- 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 escalate critical issues when necessary.
- Monitor support trends and implement process improvements to increase efficiency.
- Develop and maintain standard operating procedures and knowledge base documentation.
- Restaurant POS Support
- 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.
- ITIL Foundation certification.
- CompTIA A+, Network+, or Microsoft certifications.
- Experience with ServiceNow, Jira, Zendesk, or FreshService.
- Leadership and Team Development
- Customer Service Excellence
- POS System Administration
- Technical Troubleshooting
- Incident & Problem Management
- Network Support
- Vendor Management
- 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.
Remarks:
MA candidates ideal
Open to remote East Coast
POS/Restaurant experience
Hands On
Network experience
Client Facing
Hiring Responsibilities
Team of 15 Onshore/Off shore
Diagnostic expertise
Numbers & Facts
| Location | Needham, MA |
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