IT Manager

Be Part of a Pittsburgh Legend

WHAT YOULL DO

• Lead manage and develop the IT support team and technicians setting expectations monitoring performance and providing coaching and training.
• Serve as the senior point of escalation for complex high-priority technical issues across restaurants and the home office.
• Administer troubleshoot and support the Aloha POS system including configuration menu/item setup store rollouts and resolving in-store POS issues.
• Support restaurant back-office and reporting systems (e.g. Restaurant 365 NCR Back Office) and their integrations.
• Manage restaurant and home-office network infrastructure switches firewalls wireless and connectivity ensuring uptime across all locations.
• Support the full store technology stack POS terminals payment/pin-pad hardware kitchen display systems (KDS) printers business phone systems and security cameras.
• Provide Windows desktop and server administration including endpoint deployment patching and break/fix support.
• Administer Microsoft 365 (Exchange SharePoint Teams OneDrive) and supporting identity and collaboration services.
• Manage the third-party support partner that handles Level-1 end-user support overseeing performance holding them to service-level agreements and managing issues escalated to the internal team.
• Own day-to-day relationships with MSPs and IT service vendors including telecom internet/connectivity providers and hardware suppliers coordinating support response times renewals and understanding each vendors contract terms and spend.
• Plan and execute IT projects: technology deployments upgrades and new restaurant openings.
• Track and provide input to the IT budget hardware purchasing vendor spend and cost-effectiveness of IT operations with financial approvals and final budget authority held by the CEO/CFO/Controller.
• Support cybersecurity and PCI compliance efforts across the brands systems and store environments.
• Develop and maintain IT documentation standards and SOPs in SharePoint for internal staff vendors and end users.
• Develop KPIs and operational metrics to measure and improve support performance.

Duties responsibilities and activities may change at any time with or without notice.

CORE COMPETENCIES

WHAT YOU BRING

Required

• Minimum 3 years of related relevant IT experience including team lead or supervisory experience; Bachelors degree preferred or equivalent technical/network/computer-science experience.
• Direct hands-on experience with the Aloha POS system (setup configuration networking and troubleshooting).
• Experience supporting IT in a restaurant hospitality or multi-unit retail environment.
• PCI compliance experience in a payment-processing environment.
• Network administration experience switches firewalls wireless setup and configuration.
• Windows desktop (10/11) and Windows Server administration and troubleshooting.
• Microsoft 365 administration (Exchange SharePoint Teams OneDrive).
• Experience troubleshooting business phone systems security cameras and multifunction printers.
• Familiarity with restaurant back-office and reporting systems (e.g. Restaurant 365 NCR Back Office).
• Ability to travel up to 25% to restaurant locations as needed.

Preferred

• Microsoft Azure / cloud administration experience.
• Experience with Restaurant 365.
• Experience managing IT across multiple sites or restaurant locations.

Experience working with managed service providers (MSPs).

Required Experience:

Manager