Job Description

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

·Manage 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 cross-functional teams within US IT, USORT, Field (FIDs, OTMs, OTPs), Operations, Product Development Teams, Deployment Services, Owner/Operators and Suppliers.

McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries and billions of customers served each year.  As the global leader in the food service industry, we have a legacy of innovation and hard work that continues to drive us to build an even better McDonald's.  Today, we are growing with velocity and are focused on modernizing experiences while delivering incredible value and quality in the food we serve.

McDonald's is a people business just as much as it is a restaurant business.  We strive to be the most inclusive brand on the planet by building diverse teams who create delicious, feel good moments that are easy for everyone to enjoy.

The Quick Service Industry requires quick thinking: our work culture is flexible and dynamic to ensure we are executing with pace and sharing our latest ideas.  Our new, state-of-the art headquarters is located in the booming West Loop area in the heart of downtown Chicago. It is set up to be a global hub that fosters collaboration and innovation: take a class at Hamburger University, sample future menu items in our Test Kitchen, grab a McCafe on any floor or utilize the latest technology to connect to your team around the globe.  With an onsite café and our 8000 square foot gym (and a McDonald's, of course!), our office helps us connect with each other like never before.  

At McDonald's, we are dedicated to using our scale for good: good for people, our industry and the planet.  From bold recycling initiatives and advancing our industry on sustainable sourcing to youth employability initiatives and our partnership with Ronald McDonald House Charities, we see every day as a chance to have a genuine impact on our customers, our people and our partners. We will continue to take on big, global initiatives while remaining great neighbors and supporters of our local communities. 

We are moving fast and are adding to our world-class team.  Joining McDonald's means thinking big on a daily basis and preparing for a career that can have impact around the world.  We are customer obsessed, committed to being leaders in our industry and believe we are better when we work together.  Over the last year, we have launched home delivery, radically enhanced the digital experiences of our restaurants, introduced mobile pay and have so much more to come.  With all the new projects and initiatives, it is an exciting time to be on the team that is helping to make a Better McDonald's!

Responsibilities

Core Responsibilities:

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 stakeholders 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

·Foster and manage strategic relationships with internal/external customers and suppliers, external company counterparts, and industry and trade associations to garner best practices 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

·Manage all requests from internal/external stakeholders 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 best practices 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

Minimum Requirements

Experience Requirements:

·Minimum of 5-10 years previous experience in Help Desk/Service Desk with progression of increasing responsibility

·Minimum of 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 manage various relationships

·Supplier management experience

·Customer service experience

Additional Skills, System/Tool Experience, Other Optional Requirements:

·McDonald’s restaurant technology experience preferred

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