IT Manager

Irvine Technology Corporation

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Purpose of the Position

To Manage all IT Restaurant and Corporate support: supporting systems and networks, as well as performing both technical and administrative tasks to ensure functionality and efficiency of computer, network, and telecom systems. The position may perform other IT duties and responsibilities as requested or required. This position reports directly to the IT Director.

Essential Job Functions

  • Passion for the brand
  • Entrepreneurial spirit
  • Strong understanding of corporate mission and purpose
  • Ability to articulate corporate vision Project competency and confidence dealing with outside vendors
  • Growth mindset (i.e., a “can-do” attitude)
  • Ability to handle pressure and work in a constantly changing atmosphere
  • Effective IT Management skills
  • Strong communication skills (verbal, non-verbal, and electronic)
  • Genuinely friendly interpersonal skills
  • Strong analytical skills
  • Support in keeping the brand image and reputation

Qualifications

  • Outgoing, pleasant, and professional demeanor
  • Excellent telephone, speaking and listening and technical reading comprehension skills; Excellent organization, planning and multi-tasking
  • As a manager, the candidate must have exceptional analytical abilities, problem solving, and follow through skills
  • Able to work independently with minimal supervision; keeping the affected teams informed of problems and issues
  • Commitment to excellence in service and performance
  • Restaurant Technology experience preferred

Position Requirements

  • Manages subdivision of the IT Department by receiving, managing, dispatching, and tracking all Restaurant and Support Center calls and emails through Helpdesk Ticketing System
  • Monitor daily workload of the IT team and provide direction where applicable; Identify, assess, and present solutions to chronic or re-occurring issues with Restaurant Systems and Support Center Systems
  • Maintain, monitor, and assist in the improvement for the company. Helpdesk Ticketing System and its SLA
  • Provide responsive escalation support from the company internal helpdesk to Level 2 or vendor support; assist other teams within I.T. with the deployment of new applications, systems, or processes
  • Follow-up on and escalate help desk calls to vendors as necessary, and to be available on rotating evenings and/or weekends when needed
  • Work with vendors in improving quality restaurant support, and that they are meeting Eureka! level of expectations.
  • Communicate professionally and frequently with all levels of Support Center team and restaurant operations
  • Assists IT Management with inventory of, evaluating and making recommendations regarding technology/asset life cycles
  • Management and maintenance of all software and hardware systems and networks, including Wi-Fi, Video Surveillance Systems, VoIP phones, Email, and iPads at the restaurants and in the Support Center.
  • Ensures security for all systems, and all point of sales systems are PCI compliant
  • Maintain documentation for IT documents, as well as documentation for backup processes and retention periods
  • Own, Document and continually refine the process for resolution of Restaurant Systems support issues.
  • Assist with the maintenance and modification of the master POS database, Online Ordering database, and Kitchen application.
  • Assist other teams within I.T. with diagnosis, review and resolution of Restaurant Systems and Support Center issues
  • Prepare and submit weekly status reports to supervisor
  • Assisting in updates for all restaurant application databases including: Food Cost, Menu Pricing, Labor Management, etc.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence
  • Identify opportunities to improve operational or IT processes by recommending restaurant systems improvements, computer technologies, and server technologies
  • Proficient in Microsoft Office, Google Apps, Basic understanding of relational database and networking a plus.

SKILLS AND EXPERIENCE REQUIRED:

  • Experience in using/supporting Restaurant POS Software (Aloha)
  • Knowledge of Windows, networking, database and system integration concepts
  • Experience using/supporting QSR Kitchen application desired
  • Experience using/supporting accounting system desired: Ctuit/Compeat
  • Learn and adapt to new applications/systems quickly
  • Strong problem-solving skills, ability to visualize a problem or situation and think abstractly to solve it
  • Enjoy investigating and analyzing information and drawing conclusions
  • Effectively communicate with all levels of the Organization, simplifying complex technical information for non-technical users
  • Draft routine Correspondence and manage information and data in confidential and professions manner
  • Ability to balance the demands of new requests, maintenance and support, and customer expectations.
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
  • Experience with Aloha POS, QSR Automations Kitchen System and CTUIT/Compeat back-office systems is preferred

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