Job Information
DineEquity Supervisor, Franchise Technology Services in Leawood, Kansas
Description
The Supervisor, Franchise Technology Services will oversee, mentor, and provide guidance to Support Specialists as they provide technical support for our Brands. Managing incoming technical support calls, responding to escalations, and resolving telecommunications, network, hardware, and software issues.
Responsibilities:
Manages assigned staff members including recruiting and hiring, providing employee feedback, handling conflicts, creating/conducting performance reviews and long-range career planning
Able to understand, troubleshoot and help Level 1s and 2s with the Restaurant technologies provided to Franchisees
Acts as point of contact for problem escalations from IT Support Specialists; mentor specialists regarding customer service, technical direction, and available resources. Takes ownership and sees problem through resolution
Provides subject matter expertise and makes regular updates to Knowledge base and Solution articles
Assists with development and implementation of policies, processes and metrics needed to reach Franchisees’ technology services targets and goals
Hiring, training, coaching, and leading Level 2s and Level 1s
Develop Team Members and enhance their skill sets to build strong bench
Create, monitor, and track and respond to tickets as assigned, using established tools
Provide Management, Senior IT Administrators and Engineers information upon request
Develop checklist, training guides and other products to assist in developing Level1
Managing fixed shift schedules for employee to ensure adequate coverage
Monitor customer service stats and follow up on less than satisfactory responses to technician performance
Manage staff assignments to either meet or exceed Franchisee’s SLA’s
Skills & Requirements:
ITIL Certification preferred
HDI Analysts certification preferred
Thorough knowledge of basic office system software, operating systems, and desktop hardware
Experience with Point of Sales Systems
Weekend & evening support required
Requires 4 years of experience in IT. Includes 1 to 2 years of supervisory experience in a lead capacity
Experience in leading teams of 7 to 15 IT professionals
Proficiency in the Microsoft Suite (Word, PowerPoint, Excel, Access) or similar products