Supervisor IT Store Help Desk Tier 1

Are you passionate about developing people, solving problems, and delivering outstanding customer support? As a Supervisor IT Help Desk you'll lead a team of Store Support Analysts who are the first line of support for our restaurant operators. In this role, you'll coach and develop team members, drive service excellence, identify process improvements, and help ensure our restaurants receive fast, reliable technical support when they need it most. If you enjoy leading teams, tackling challenges, and making a direct impact on restaurant operations, this role is for you.

*This is a remote position that works a 1pm-9pm shift with 1 day every weekend (typically Sunday).

What's On Your Plate

• Recruit, coach, and develop a high-performing team of Tier 1 Store Support Analysts.

• Create and manage training, performance, and development plans for team members.

• Conduct regular one-on-one meetings and provide ongoing coaching and feedback.

• Build and maintain team schedules to ensure consistent support coverage.

• Lead team meetings and coordinate training initiatives.

• Monitor service desk tickets to identify trends, recurring issues, and automation opportunities.

• Review ticket quality and provide feedback to improve documentation and customer support outcomes.

• Partner with cross-functional teams to improve processes and service delivery.

• Oversee Tier 1 projects and ensure timely completion of assigned work.

• Serve as an escalation point for technical issues and help guide problem resolution.

• Provide hands-on support for phone and ticket queue coverage when needed.

• Collaborate closely with Tier 2 support teams on system rollouts and operational initiatives.

• Deliver ongoing training to keep the team informed, prepared, and successful.

Your Recipe for Success

• Associate's or Bachelor's degree in Computer Science or a related field preferred; equivalent experience considered.

• 3-5 years of Help Desk, Technical Support, or IT Support experience.

• Previous people leadership, supervisory, or team lead experience highly preferred.

• Strong customer service skills with a passion for supporting end users.

• Experience supporting Point-of-Sale (POS) systems and troubleshooting technical issues highly preferred.

• Project coordination or project management experience preferred.

• Restaurant operations or restaurant management experience is a plus.

• Prefer working knowledge of:

  • NCR Counterpoint Foodservice (CFC)

  • NCR Back Office Applications (BOA)

  • Microsoft 365

  • Windows 10 and Windows Server environments

  • iOS and Android mobile operating systems

• Excellent communication, organization, coaching, and problem-solving skills.

• Ability to thrive in a fast-paced environment while balancing team leadership and operational support responsibilities.

Why You'll Love Your Job

As our founder Kent Taylor said, “We’re a people-first company that just happens to serve steaks.” We believe in taking care of the whole Roadie: from professional development opportunities to a robust benefits package. Our culture is just one reason why many of our leaders started as servers, managers, and line cooks, and have grown Legendary careers with us. Here’s a taste of what we offer:

• Best-in-class benefits including medical, dental, vision, and 100% paid maternity leave

• Generous time off including vacation, parental, donor, and bereavement leave

• Wellness perks like on-site personal trainers, massages, a full gym, and a registered nurse

• Convenience services like car detailing, dry cleaning, and even spray tans

• Financial support with 401(k), tuition reimbursement, stock units, and holiday bonuses

• Delicious perks from Willie’s Joynt-our full-service cafe serving up legendary meals

Support Center employees who meet benefit eligibility receive a comprehensive total rewards package starting the first day of the month after 31 days of employment.

This job description includes essential functions and basic duties and is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as appropriate. This document is not a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.