Help Desk Manager overseeing IT support operations and team development for a remote - first organization. Ensure efficient service delivery and enhance employee IT experiences.
About the role
- IT Manager overseeing operational excellence and strategic direction for catering solutions applications. Leading a team and ensuring reliable, secure application services across hospitality operations.
Responsibilities
- Ensure stable, reliable, and secure application services
- Lead incident management, root cause analysis, and problem resolution
- Drive continuous improvement to reduce operational incidents and cost of poor quality
- Maintain monitoring, performance tuning, resiliency, disaster recovery, and business continuity plans
- Ensure compliance with architecture, security, regulatory, and software standards
- Manage contracts, licenses, audits, vulnerabilities, and application risk
- Manage demand intake and prioritization with business partners
- Deliver enhancements, configurations, integrations, APIs, and reporting
- Adhere to SDLC and quality assurance standards, including testing and user sign-off
- Communicate releases and changes through formal release notes
- Manage project portfolio to deliver on-time, on-budget, and on-value outcomes
- Lead major enhancements, upgrades, re-platforming, and migrations
- Oversee patching, service packs, security updates, and application expansions
- Maintain project artifacts, governance documentation, and stakeholder communications
- Lead application intake and readiness assessments
- Identify and remediate transition gaps prior to production support
- Develop and maintain operational runbooks
- Integrate new applications into existing support frameworks
- Define and maintain application roadmaps aligned to business and IT strategy
- Manage platform lifecycle, technical debt, and compliance timelines
- Collaborate with IT leadership and Enterprise Architecture on solution design
- Evaluate emerging technologies and global deployment needs
- Lead and develop a high-performing, agile team
- Promote standardized processes, tools, and best practices
- Optimize productivity through metrics, automation, and technology
- Build future leaders through coaching, development, and cross-functional exposure
- Manage operating and capital budgets with strong financial controls
- Ensure ROI for platform investments with executive sponsorship
- Drive year-over-year productivity gains through automation, AI, and sourcing strategies
- Manage third-party SLAs and vendor performance
Requirements
- 5+ years of IT leadership and people management experience in a corporate environment
- 3+ years of product ownership or application leadership for hospitality or retail systems
- Proven experience leading large, complex application portfolios and projects
- Deep knowledge of IT Service Management (ITSM) and full SDLC
- Strong project management, problem-solving, and stakeholder management skills
- Ability to balance strategic vision with tactical and operational execution
- Proven success partnering with senior leaders, operations, vendors, and global teams
- Experience developing application roadmaps with a focus on total cost of ownership and speed to market
- Knowledge of food service, hospitality, facilities, or related regulated environments
- Bachelor's degree from an accredited college or university
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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