Team Lead - IT Support

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.

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.
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Experience & Qualifications:

Experience:

• 5-7 years in IT.
• Minimum of 3 years managing an IT support team.

Knowledge & Skills:

• High-level knowledge of IT systems and integrations.
• Understanding of QSR industry processes.
• Preferred experience with Oracle Micros Simphony, Inventory management systems and Power BI
• Strong analytical and problem-solving skills.

Additional Skills:

• Exceptional leadership and team management abilities.
• Effective communication with team members, vendors, and restaurant staff.
• Ability to work under pressure and manage multiple priorities.
• Proactive in identifying and resolving IT issues.

Work Environment:

• Hybrid work environment with the option to work from home.
• Occasional travel to the offshore support center or other locations as needed.

Application Process:

Interested candidates meeting the above requirements are encouraged to apply by submitting their resume and a cover letter detailing relevant experience and qualifications.

Join our team and contribute to the seamless operation of IT systems supporting one of Scandinavia's leading QSR brands. We offer a competitive salary package, along with allowances such as internet, fuel, and mobile, as well as performance bonuses. Enjoy the flexibility of a hybrid or work-from-home role while ensuring our restaurants deliver excellent service without IT disruptions.