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Help Desk Manager

InfoPeople Corporation
  • Needham, MA
  • Instant Apply
30+ days ago

Job 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.
  • 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.
Qualifications Required
  • 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.
Core Competencies
  • 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

LocationNeedham, MA

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

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