The Technology Performance Team was established to address one of the Global IT key pillars – Keep Systems Up and Running. While USIT strives for optimal technology performance of all systems, there are times when expectations are not met. This group will deliver greater technology performance through active management and continuous improvement of all elements of the US technology platform. The department’s ultimate goal is to execute with a greater reliance on technology.

The US Restaurant Help Desk Senior Manager will:

· Develop and implement strategic restaurant technology processes that increase the quality, service, performance and value of the technology help desk to US McDonald’s restaurants

· Lead business relationships with Help Desk suppliers to guide and influence successful delivery of service to the US restaurant system in accordance with supplier level agreements/contracts

· Participate in corporate initiatives and/or lead department initiatives or mission critical projects with limited direction that pertain to support.

Key customers include multi-functional teams within US IT, USORT, Field (FIDs, OTMs, OTPs), Operations, Product Development Teams, Deployment Services, Owner/Operators and Suppliers.

Experience Requirements:

· 5+ years previous experience in Help Desk/Service Desk with progression of increasing responsibility.

· 5+ years of People Management Experience.

· BA or BS in Business or Technology related field, Graduate degree preferred.

· Superior communication skills across various channels.

· Available during outages or incidents, as needed, even during off peak/holiday hours.

· Outgoing, relationship driven, organized, with proven ability to solve complex problems and lead various relationships.

· Supplier management experience.

· Customer service experience.

Additional Skills Preferred:

· McDonald’s restaurant technology experience preferred.

· Experience with ServiceNow, Jira, and/or other incident management tools.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

People/Relationship Management

· Ultimately focused on providing the best possible Owner/Operator and restaurant crew experience with US IT products & services.

· Provide all critical information to key partners during system outages or other incidents whenever required, even during off-peak/holiday hours.

· Provide coaching and mentoring to other US IT team members across platforms as needed.

· Build strong relationships & collaboration between teams within US IT, USORT and related business teams.

· Cultivate and lead strategic relationships with internal/external customers and suppliers, external company counterparts, and industry and trade associations to garner standard methodologies to continually enhance Technology Help Desk supplier performance management methodology.

· Partner with Operators on the Restaurant Technology Board (RTB). Deployment and Support team to collaborate on solving issues related to help desk.

Supplier Management

· Provide management updates on issues related to supplier and service/support.

· Act as the main liaison with the field (FIDs and OTMs) for help desk support issues.

· Lead all requests from internal/external partners to assist in prioritization of workload for supplier.

· Develop communications pertaining to significant changes in restaurant technology suppliers/programs by partnering with Communications Team.

· Convey McDonald’s Global Supplier Expectations, establishes supplier performance criteria, and participate in formal supplier reviews.

· Develop a restaurant technology supplier strategy that aligns the suppliers’ ability to deliver quality, service, performance and value with the US business needs.

· Work with suppliers and key customers to ensure standard methodologies are in place for implementation of tools/methodology.

· Product Support.

· Assess the impact of restaurant technology help desk services on the field.

· Facilitate the resolution of support related issues from the field, Home Office and Operators after the escalation process has failed.

· Acts as the liaison between Home Office and the supplier to prepare the help desk to be support ready upon general availability deployment.