Position Summary
The IT Manager is responsible for overseeing the day-to-day technology infrastructure and support operations across Twin Peaks Restaurant Group. This role ensures all hardware, networks, and core IT systems are secure, reliable, and operating efficiently to support restaurant operations and the Support Center.
The IT Manager partners closely with Restaurant Systems, Financial Systems, and Operations to ensure seamless technology performance across both corporate and franchise locations.
Key Responsibilities
IT Infrastructure & Support
• Manage and maintain all IT infrastructure, including networks, servers, endpoints, and in-store technology.
• Oversee help desk operations, ensuring timely resolution of technical issues across restaurants and corporate environments.
• Provide support for restaurant hardware, including POS terminals, printers, kitchen display systems, and back-office equipment.
• Ensure consistent uptime and performance of all IT systems.
Network & Systems Management
• Maintain and monitor network performance across all locations, including WAN, LAN, and wireless systems.
• Manage system updates, patches, and upgrades to ensure stability and security.
• Oversee configuration and deployment of new hardware and technology.
Cybersecurity & Compliance
• Implement and maintain IT security protocols to protect company data and systems.
• Ensure compliance with PCI standards and other applicable data security requirements.
• Monitor for potential security risks and respond to incidents as needed.
• Manage user access controls and data protection policies.
Vendor & Service Management
• Manage relationships with IT vendors, service providers, and support partners.
• Oversee contracts, service level agreements (SLAs), and performance expectations.
• Coordinate with third-party providers for system maintenance and issue resolution.
New Store Openings & Technology Deployment
• Support new restaurant openings by ensuring all IT infrastructure and systems are properly installed and operational.
• Coordinate setup of networks, hardware, and communication systems for new locations.
• Ensure all systems are tested and ready prior to store launch.
Cross-Functional Collaboration
• Partner with Restaurant Applications and Financial Systems teams to support system integration and performance.
• Collaborate with Operations to ensure IT solutions meet field needs.
• Support Training teams in rollout and adoption of new technologies.
Process Improvement & Innovation
• Identify opportunities to improve IT efficiency, reduce downtime, and enhance user experience.
• Implement best practices for IT operations and support.
• Stay current on emerging technologies and recommend improvements.

Reporting Structure
• Report To: Director of IT / CIO / VP of Technology
• Supervisory Responsibility: IT support staff, help desk technicians, and vendors

Qualifications
• Bachelor's degree in information technology, Computer Science, or related field preferred.
• 5-8+ years of IT experience, including infrastructure and support roles.
• Experience in multi-unit restaurants, retail, or hospitality environments preferred.
• Strong knowledge of networking, hardware, and IT support systems.
• Experience supporting POS systems and in-store technology.

Skills & Competencies
• Strong technical and troubleshooting skills
• Knowledge of network infrastructure and security best practices
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and critical thinking ability
• Effective communication and stakeholder management
• Customer service mindset with focus on supporting operations

Physical Demands
• Ability to travel to restaurant locations
• Ability to lift and install hardware equipment (up to 50 pounds)
• Ability to stand, walk, and work on-site for extended periods

Additional Information

This job description is intended to outline the general responsibilities and qualifications for this role. It is not an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities may be modified at any time based on business needs.