Hire Right

Team Lead - IT Support

Job ID: 3515614

Company description is not available

Hire Right, , Pakistan - Remote

Address:

Job Description:

Overview:

We are seeking a dynamic and experienced Team Lead to manage offshore IT Support team dedicated to a prestigious global Quick Service Restaurant (QSR) brand with over 300 restaurants across Scandinavia. This role involves ensuring IT systems' stability, providing high-quality support, and overseeing Level 1 and Level 2 helpdesk operations. This position offers the flexibility of a hybrid or work-from-home arrangement.

Responsibilities:

Key Responsibilities:

IT Systems Stability:

Take full ownership of IT and digital systems (POS, Kiosks, PSPs etc) and support and ensure continuous reliability of IT systems across all restaurants.
Implement IT solutions to enhance performance and reliability.
Maintain an issues log and development requests, ensuring completion with third parties.

Helpdesk Management:

Oversee Level 1 and Level 2 support functions.
Provide prompt telephonic and online support to restaurant staff.
Vendor Coordination:
Collaborate with external vendors to maintain system reliability.
Follow up on escalations to ensure swift resolution by IT partners and vendors.
POS & Consumer Ordering Platform Management:
Manage POS and consumer ordering platforms, including mobile orders and kiosks.
Implement changes such as menu updates, pricing adjustments, and special offers, independently or with third-party providers.

Technology Rollout Support:

Assist in deploying new consumer, business, and restaurant technologies.
Risk Management:
Develop mitigation plans for critical business services.
Ensure uninterrupted IT operations to prevent disruptions in restaurant activities.
Train and mentor team members to enhance their technical skills and knowledge.

• Reporting:

Provide regular updates and reports to senior management on IT performance and project progress.

Requirements:

Experience & Qualifications:

Experience: Minimum 3-5 years of hands-on experience with Oracle Micros or Simphony POS systems in a restaurant or QSR environment.

Technical Skills: Proficient in Oracle Micros or Simphony, with a strong understanding of EMC (Enterprise Management Console) and related modules (e.g., Inventory, Menu Management, Reporting).

Simphony Setup: Proven experience in managing or supporting Simphony-related projects, including system setup, installations, upgrades, and system configurations.

Support Expertise: Demonstrated capability in providing 1st and 2nd level support, troubleshooting issues, and ensuring system uptime.

Communication Skills: Strong interpersonal and communication skills to effectively interact with restaurant staff and IT teams, providing technical support and reports as needed.

Problem-Solving Ability: Ability to quickly identify and resolve technical issues, working independently and as part of a team.

Adaptability: Willingness to work flexible hours, including nights and weekends.

Industry Knowledge: Familiarity with the fast-paced QSR environment, understanding the specific challenges and requirements of restaurant technology support is a big plus.