Sr. Manager, Information Technology

Description

Condado: Sr. Manager, IT

Compensation: $125-130K plus bonus

What You’ll Do:

The Senior Manager of Information Technology is responsible for leading IT support services, assisting with technical and security strategy, vendor and stakeholder management, IT communication, solution procurement, and some solutions architecture. Support services include all levels of internal technical support, process and continuous improvement, incident response, and some change and release management. They are a nimble and adaptable leader that can successfully establish scalable processes/implement solutions at scale and dive into a problem head-first when the need arises. They maintain a high level of interaction with key internal stakeholders and external partners. The Senior Manager of Information Technology will be responsible for managing 2 direct reports.

Job Responsibilities:

Objectives

- Assess current IT support operations and implement practical process improvements alongside internal and cross-departmental stakeholders
- Execute approved recommendations to consolidate, streamline, and enhance the tech stack organization-wide
- Lead and deliver key projects and technical initiatives
- Provide operational input to technical and security strategy, and carry out the resulting plans and controls
- Manage vendor relationships and identify opportunities for service enhancements
- Continuously develop direct reports to allow for further specialization

Restaurant Support Operations

- Own the service desk and support model for corporate and restaurant locations, including after-hours, weekend, and holiday coverage and an on-call rotation that matches restaurant hours of operation and peak service periods
- Prioritize and escalate incidents by guest and revenue impact (POS, kitchen display, payments, online ordering, network and internet connectivity)
- Maintain clear escalation paths and communicate status to restaurant operations leaders during outages and major incidents
- Maintain support documentation, a knowledge base, and quick-reference guides that restaurant managers can use during service

New Unit Openings and Remodels

- Execute the technology build for new units and remodels, including network, POS, kitchen display, payments hardware, audio/video, and go-live support
- Coordinate timelines with construction, operations, and vendors, and maintain standard build checklists, equipment standards, and post-opening support plans
- Report technology readiness ahead of each opening and resolve gaps before opening day

Security and PCI Compliance Operations

- Run day-to-day PCI DSS compliance activities, including scope documentation, evidence collection, annual assessment support, and coordination with the QSA, acquirer, and payment vendors
- Operate vulnerability management, patching, endpoint protection, and access review processes, and track remediation to closure
- Coordinate incident response and maintain related procedures and contacts
- Apply a security-first approach when evaluating and deploying new technologies and vendors

Third-Party and Digital Ordering Ecosystem

- Manage day-to-day operation of online ordering, third-party delivery, loyalty/CRM, payments, and POS integrations, and monitor integration health
- Serve as the escalation point with vendors and aggregators for outages, order and menu sync issues, and data discrepancies
- Track vendor performance against contracts and service levels, and raise renewal and enhancement opportunities with leadership

Accountability and Performance Measures

This role is measured on outcomes. Targets are set annually with IT leadership and reported at least quarterly.

- Service desk performance: first response and resolution times against SLAs, ticket backlog, and user satisfaction
- Restaurant system uptime, plus incident volume and recovery time for revenue-critical systems
- Project delivery: on time, on scope, and on budget
- New unit technology readiness at opening
- Vendor spend versus budget, and vendor SLA performance
- PCI and audit results: findings closed on time, patch and vulnerability remediation rates
- Team health: development plans completed, retention, and on-call coverage

Key Competencies & Traits:

- Excellent written and verbal communication skills, with a proven ability to communicate effectively with key stakeholders, including restaurant operators
- Proven ability to employ best ITSM and ITOM practices (IT service and operations management)
- Demonstrated ability to lead and develop a team of technical resources
- Working knowledge of POS and restaurant technology (kiosks, kitchen display, payments hardware, digital menu boards), with familiarity across ERP, HRIS, M365, infrastructure/network, and Windows/Mac
- Experience participating in the RFP process and vendor selection, and delivering implementations and projects with sound project management
- Ability to evaluate and oversee system integrations and technical designs (hands-on development is not required)
- Data-informed decision-making and strong planning skills, with the ability to contribute to strategy
- Security-first mindset applied to existing and new technologies, with working knowledge of PCI DSS
- IT budgeting and purchasing within approved authority

Why Should You Join Our Team?
? Medical/Dental/Vision Insurance
? 401k With Company Match
? Competitive Salary
? Tremendous Growth Potential

#IND1

Requirements

Positional Requirements:

- 6-8 years of pertinent IT experience
- 3-5 years of IT leadership experience, including service desk management
- High school diploma required; college degree preferred
- Restaurant, multi-unit retail, or hospitality experience preferred
- Ability to travel up to 10% of the time, driven by restaurant visits, new unit openings, and vendor events

Salary Description
$125,000 - $130,000 plus bonus potential