Senior IT Support Manager

The Senior IT Support Manager delivers fast reliable Crew-focused technology support to Raising Canes Restaurant Support Offices (RSO) field and Business Unit (BU) teams. This role leads end-user support to ensure Crew and Leaders have the tools they need to support Restaurants that consistently deliver the Perfect Box while providing a high-quality high-touch experience for senior leaders and reinforcing Raising Canes culture and values.

Your Impact and Responsibilities:

• Define and execute an end-user support strategy aligned with business objectives Restaurant operations and service expectations
• Establish monitor and continuously improve KPIs SLAs and service delivery standards
• Lead and develop end-user support teams with a strong focus on accountability urgency and a customer-first mindset
• Deliver high-touch white-glove IT support for senior leadership including meetings travel and critical business events
• Manage onsite and remote desktop support across corporate-manage and BYOD Mac/MacBook environments ensuring timely incident and request resolution
• Oversee endpoint provisioning configuration deployment and lifecycle management for laptops tablets and related devices
• Partner with Infrastructure and Security teams to deliver stable compliant and secure endpoint environments
• Optimize ticket workflows escalation paths and knowledge base usage to reduce volume through root-cause resolution
• Ensure adherence to IT security policies endpoint patching protection and incident response standards
• Manage vendor relationships hardware procurement inventory and asset lifecycle to maintain cost-effective high-quality support

Qualifications :

• 7 years of IT support experience including 3 years in leadership roles
• Demonstrated experience leading desktop or end-user support teams
• Strong proficiency supporting Mac/Apple and Windows devices with a strong emphasis on MacBook support
• Working knowledge of SMB-level networking
• Experience providing executive or VIP technology support with a high level of professionalism and discretion
• Solid understanding of ITIL or similar service management frameworks
• Strong leadership communication and stakeholder management skills

Preferred Qualifications:

• Bachelors degree in Information Technology or related field
• ITIL (v3/v4) HDI or similar certification
• Experience supporting multi-site or enterprise environments
• Familiarity with endpoint management tools such as Intune Ivanti Neurons SCCM or JAMF

Additional Information :

All your information will be kept confidential according to EEO guidelines.

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Remote Work :

No

Employment Type :

Full-time