IT Help Desk Manager

Job Description

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Bready* to make a change?

The IT Helpdesk Manager role is to oversee the delivery of local (and remote) IT services and ensure that employees are receiving an incredible technology experience. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of all local Help Desk functions. This is a hands-on role, where you will be responsible for all help desk related tasks and will have exposure to infrastructure management and internal information security. An “IT Generalist” mentality is required.

About this Roll* :

• Oversee the intake and resolution of IT requests and break/fix incidents for Toast’s local India office as well as ad-hoc work with our Dublin office
• Coordinate the resolution of urgent and complicated support issues; determine root cause, escalate, and coordinate issues appropriately
• Provide reporting of relevant data and KPIs and trends to department leadership
• Oversee IT knowledge base and ensure top quality solutions are available to the staff
• Perform hardware procurement, distribution, systems design and laptop imaging
• Oversee user account management within relevant systems and services
• Assist our facilities team with technology needs, like working with building management, assembling workstations, coordinating with vendors and subcontractors as needed
• Assist in improving process & procedure for the IT Helpdesk local group in conjunction with our US teams
• Lead and manage local IT Help Desk Associates as needed

Do you have the right ingredients* ?

• 3-years+ experience working in an IT Service Desk Environment
• Team-oriented with strong staff leadership and motivating experience
• Excellent planning, organizational, problem solving, and decision making skills
• Excellent interpersonal, written and verbal communication skills, with the ability to communicate technical guidance and instruction to all stakeholders and staff members
• Proficiency with MacOS 10.x, Microsoft Windows 10, Okta, Google Workspace, Microsoft Office, iOS, Android, laptops & peripherals, printers, antivirus, disk encryption
• Experience managing a queue of service requests in ServiceNow or a comparable IT ticketing system
• Experience ordering and shipping IT equipment within the US & Internationally as well (ideally)
• Experience with in-room video conferencing equipment and systems

*Bread puns recommended but not required

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.