Help Desk Manager

We get it – you want a flexible job you’re excited about, co-workers you enjoy, and work you can be proud of. You can find that at Taziki’s. Experience is great, but not required - we can teach you everything you need!

WHAT YOUR TEAMMATES SAY

I enjoyed working at Taziki's. I was friends with all of my co-workers so it felt like a family! I had good pay and great hours! I enjoyed learning how to do a lot of things in the kitchen!”

It has been by far my favorite job. I love the brand and what Taziki's stands for. The food is all fresh every day, everything is made that morning.”

In order to be eligible for an interview, in addition to completing an application, please complete the survey linked below :

https : / / go.cultureindex.com / p / q6q1Se8gXptea0FqJT

YOUR ROLE AS A TAZIKI’S HELP DESK MANAGER :

• Triage incoming support tickets and assign them to appropriate individuals for resolution
• Provide first-level troubleshooting support for all systems, ensuring timely resolution of issues.
• Maintain a positive relationship between the Taziki’s Help Desk and its customers in the field (Taziki’s restaurants).
• Become cross-trained and proficient in all systems used across the company, ensuring you can provide first-level support for a wide variety of issues.
• Manage the performance and development of the IT Support Representatives.
• Track and report weekly on Help Desk production and impact on the tech team’s capacity.
• Act as a point of contact between the tech team and other departments, managing proactive communication regarding the tech team’s calendar, bandwidth, and availability.
• Identify areas for process improvement within the help desk and support team operations, driving efficiencies and better service delivery.
• Maintain thorough documentation of all support activities, ticket resolutions, and internal processes. Ensure that systems, solutions, and workflows are well-documented for both the tech team and end users.
• Be flexible and responsive to shifting requests, timelines, and priorities. Ensure the tech team is able to quickly pivot in response to evolving business needs.

THE IDEAL HELP DESK MANAGER :

• Must be at least 21 years of age
• A minimum of 2 years of help desk experience, particularly in frontline fields such as retail, restaurants, or manufacturing
• Bachelor’s degree in an IT discipline or Business preferred
• Experience with any of the following programs :

Square (back-end platform management, Dashboard)

• Restaurants365
• OrderCloud (ToGo Technologies platform management)
• Axonify
• GoParrot (Square’s Enterprise management software)
• JitBit (Help Desk Ticketing platform)
• Proficient Excel, Google Suite, and all basic computer literacy skills
• Ability and willingness to travel per the role’s expectations
• Basic Spanish language skills are a plus, particularly for supporting Spanish-speaking field customers

YOUR WORKING CONDITIONS / HOURS :

• Flexible schedule
• Occasional nights and weekends as needed
• Typically 50 hours per week
• Minimal travel is required as needed
• Hybrid and remote work options available depending on location

YOUR PHYSICAL REQUIREMENTS :

with or without a reasonable accommodation)

• Walk
• Standing
• Carrying / Lifting

Taziki’s is an Equal Opportunity Employer

Salary : $50,000 - $60,000