WHAT YOU'LL DO- Lead, manage, and develop the IT support team and technicians - setting expectations, monitoring performance, and providing coaching and training.
- Serve as the senior point of escalation for complex, high-priority technical issues across restaurants and the home office.
- Administer, troubleshoot, and support the Aloha POS system - including configuration, menu/item setup, store rollouts, and resolving in-store POS issues.
- Support restaurant back-office and reporting systems (e.g., Restaurant 365, NCR Back Office) and their integrations.
- Manage restaurant and home-office network infrastructure - switches, firewalls, wireless, and connectivity - ensuring uptime across all locations.
- Support the full store technology stack - POS terminals, payment/pin-pad hardware, kitchen display systems (KDS), printers, business phone systems, and security cameras.
- Provide Windows desktop and server administration, including endpoint deployment, patching, and break/fix support.
- Administer Microsoft 365 (Exchange, SharePoint, Teams, OneDrive) and supporting identity and collaboration services.
- Manage the third-party support partner that handles Level-1 end-user support - overseeing performance, holding them to service-level agreements, and managing issues escalated to the internal team.
- Own day-to-day relationships with MSPs and IT service vendors - including telecom, internet/connectivity providers, and hardware suppliers - coordinating support, response times, renewals, and understanding each vendor's contract terms and spend.
- Plan and execute IT projects: technology deployments, upgrades, and new restaurant openings.
- Track and provide input to the IT budget - hardware purchasing, vendor spend, and cost-effectiveness of IT operations - with financial approvals and final budget authority held by the CEO/CFO/Controller.
- Support cybersecurity and PCI compliance efforts across the brand's systems and store environments.
- Develop and maintain IT documentation, standards, and SOPs in SharePoint for internal staff, vendors, and end users.
- Develop KPIs and operational metrics to measure and improve support performance.
Duties, responsibilities, and activities may change at any time with or without notice.
CORE COMPETENCIES• Leadership & Team Development
• Problem Solving / Analysis
• Technical Capacity
• Vendor & Relationship Management
• Multi-task Oriented
• Self-starter
• Ethical Conduct
• Ability to Work Autonomously & with Teams
• Customer / Client Focused
• Personal Effectiveness / Credibility
WHAT YOU BRINGRequired- Minimum 3 years of related, relevant IT experience, including team lead or supervisory experience; Bachelor's degree preferred or equivalent technical/network/computer-science experience.
- Direct, hands-on experience with the Aloha POS system (setup, configuration, networking, and troubleshooting).
- Experience supporting IT in a restaurant, hospitality, or multi-unit retail environment.
- PCI compliance experience in a payment-processing environment.
- Network administration experience - switches, firewalls, wireless setup and configuration.
- Windows desktop (10/11) and Windows Server administration and troubleshooting.
- Microsoft 365 administration (Exchange, SharePoint, Teams, OneDrive).
- Experience troubleshooting business phone systems, security cameras, and multifunction printers.
- Familiarity with restaurant back-office and reporting systems (e.g., Restaurant 365, NCR Back Office).
- Ability to travel up to 25% to restaurant locations as needed.
Preferred- Microsoft Azure / cloud administration experience.
- Experience with Restaurant 365.
- Experience managing IT across multiple sites or restaurant locations.
Experience working with managed service providers (MSPs).
