IT Support Manager - Gregorys Coffee : Job Details

Job Summary:The IT Support Manager is responsible for overseeing the daily operation and support of all technology systems. This role focuses on maintaining critical systems such as Point of Sale (POS) systems, kitchen display systems, payment processors, and customer-facing technologies. The IT Support Manager ensures system reliability, resolves technical issues promptly, and plays a key role in ongoing technology improvements to enhance operational efficiency and customer experience. will lead the development, implementation, and maintenance of technology systems and solutions.. The individual will collaborate closely with various departments, including Operations, Marketing, and Finance, to ensure that technology initiatives align with business objectives. Key Responsibilities: IT Support and Troubleshooting:

• Oversee the day-to-day technical support for all store technology systems, including POS, kitchen display systems, payment terminals, and other software/hardware.
• Serve as the primary escalation point for complex technical issues that cannot be resolved in the stores
• Ensure rapid resolution of IT issues to minimize disruption to operations.
• Coordinate remote or on-site troubleshooting for hardware and network issues
• Support new store openings with installations and set up all all store hardware

System Maintenance and Monitoring:

• Ensure the smooth functioning of all technology systems through proactive maintenance and monitoring.
• Perform regular system audits to identify potential issues and ensure systems are up-to-date and secure.
• Implement regular software updates and patches for all systems, ensuring minimal downtime during deployment.
• Develop and maintain backup and recovery plans for critical systems to mitigate the risk of data loss or service interruptions.
• Evaluate and recommend technology solutions, including POS (point of sale) systems, kitchen display systems, mobile ordering platforms, and other customer-facing and back-office technologies.

Technology Strategy and Planning:

• Develop and execute store level technology roadmap in alignment with business goals.
• Evaluate and recommend technology solutions, including POS (point of sale) systems, kitchen display systems, mobile ordering platforms, and other customer-facing and back-office technologies.
• Oversee the management and maintenance of technology, including POS, payment processing, inventory management, and employee scheduling systems.
• Ensure all systems are reliable, secure, and compliant with relevant industry regulations and standards.

Vendor Management:

• Manage relationships with third-party vendors for software and hardware solutions.
• Negotiate contracts and service agreements, ensuring optimal service levels and cost efficiency.
• Collaborate with vendors to troubleshoot and resolve technical issues.

Operational Efficiency:

• Work closely with operations teams to identify areas where technology can improve efficiency and streamline workflows.
• Implement and monitor technology-driven solutions to optimize processes such as order management, food preparation, inventory control, and staff scheduling.

Customer Experience and Innovation:

• Partner with marketing and operations teams to enhance customer experiences through technology, including mobile apps, online ordering, self-service kiosks, and loyalty programs.
• Implement digital tools to improve guest engagement, such as personalized offers and feedback systems.
• Drive innovation in guest services, enabling new dining experiences through technology.

Budgeting and Cost Management:

• Manage the technology budget, including software licenses, hardware, and vendor contracts.
• Track expenses and ROI for technology investments, ensuring efficient allocation of resources.
• Identify opportunities to reduce costs through technology-driven efficiencies.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3+ years of experience in technology management, preferably within the restaurant or hospitality industry.
• Strong understanding of restaurant technology systems, including POS, inventory management, and customer-facing technologies.
• Excellent problem-solving skills with a focus on improving operational efficiency.
• Knowledge of data security and privacy regulations.
• Ability to communicate complex technical concepts to non-technical stakeholders.

Preferred Skills:

• Experience with digital marketing tools, CRM systems, and loyalty programs.
• Familiarity with cloud-based solutions and mobile technologies.
• Certifications in project management or IT-related fields (e.g., PMP, ITIL, or similar).
• Vendor management and negotiation skills.
• Analytical skills and experience with data-driven decision-making.

Working Conditions:

• Full-time position with occasional travel to stores across the US
• May require after-hours support during system updates or outages