Manager, IT & Workplace Solutions

Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world.

Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with over $40 billion in annual system-wide sales and over 30,000 restaurants in more than 120 countries and territories. RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

As a Technology Leader at RBI you have the opportunity to make an impact on 4 iconic brands and the global population they serve. Through partnering closely with our business stakeholders, you will be at the forefront of driving digital transformation, ensuring seamless collaboration across corporate and brand employees. In this role, the incumbent will oversee the implementation and management of collaboration tools, such as Microsoft Teams, SharePoint, and OneDrive, to enhance productivity and communication. You will work closely with Communications, HR and various other departments to understand their needs, provide strategic guidance, and ensure that the technology solutions align with the organization's goals. Your expertise in modern workplace technologies and your ability to manage relationships are crucial in maintaining a robust and efficient digital workplace.

Role & Responsibilities

• Design, implement, and document Microsoft 365 solutions to meet client needs.
• Take ownership of the Modern Workplace suite, including Office 365, Intune, Enterprise Mobility Security, and Windows 10/11.
• Collaborate with clients to understand their business requirements and translate them into technical solutions across events, facilities and collaboration landscapes.
• Lead and manage complex technical projects, ensuring timely delivery and high-quality outcomes.
• Provide technical guidance and mentorship to team members.
• Stay up-to-date with the latest Microsoft technologies and industry trends to provide innovative solutions to clients. Experienced managing relationships with Microsoft on a multi-million dollar enterprise agreement
• Conduct workshops and training sessions for clients to ensure successful adoption of Microsoft 365 solutions.
• Develop and maintain strong relationships with clients, acting as a trusted advisor.
• Vendor Management of the outsourced L1/L2 support desk; ensuring SLA compliance
• Work with internal teams and the support vendor to increase first call resolution ensuring high quality support to our restaurants.
• Creating, Updating, augmenting procedures and processes related to the identification, prioritization, and resolution of end user help requests
• Ensure the support process from L1 through L4 is fully documented and optimized. Hand offs from L1/L2 into L3/L4 are clear, well managed and properly tracked and reportable.
• Create dashboards and summary reports to demonstrate performance of the support entire support process from L1 to L4 ensuring it is within SLA and SLO.
  
  

Qualifications

• 3 years of experience leading a team or MSP
• Extensive experience with Microsoft 365 solutions, including Office 365, Intune, Enterprise Mobility Security, and Windows 10/11.
• Proven track record of designing and implementing Microsoft 365 solutions for enterprise clients.
• Strong project management skills with the ability to lead and manage complex technical projects.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members.
• Microsoft certifications such as Microsoft Certified: Modern Desktop Administrator Associate, Microsoft Certified: Security, Compliance, and Identity Fundamentals, or similar are highly desirable.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Understanding of common SLAs including ASA, FCR overall SLA, AHT, MTR
• Experience in process creation and implementation
• Clear, concise communicator who can translate technical terms into business terms.
• Ability to analyze data sets to identify trends and report status
• Ability to write instructions and training guides
• Ability to present ideas in business-friendly and user-friendly language.
• Self-motivated and directed.
• Sufficient technical background to understand how systems integrate, hand off data and how to trace those systems attempt to triage hard to solve problems.
• Educational background Comp Science, Engineering, or Business (with practical technical experience)
• Experience in retail, hospitality or QSR is preferred
  
  

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.