IT Systems Support Manager

1 month ago

Aurora, United States Garrett Popcorn Shops Full time
Job DescriptionJob Description

Description

As an IT Systems Support Manager at Garrett Brands, you will be responsible for providing technical support for corporate users and Garrett Popcorn Shops located domestically & internationally.  Managed systems include all end user hardware, cloud support for the Office 365 suite of products (Office, SharePoint, OneDrive, Teams), Jira Helpdesk ticketing software and all Shop level systems including point of sale system management. This is an exciting opportunity to provide exceptional customer service and technical support across a wide variety of complex software and hardware technologies.  This position is a Hybrid-position and will be expected to work some days onsite to ensure office support coverage but will also have days designated to work remotely.  

Responsibilities

·         Lead the installation, configuration, maintenance and troubleshooting of common business office software, operating systems, computer hardware and related peripherals.  Take corrective actions as needed in response to calls or messages.  Provide on-site and off-site computer support to the business.

·         Manage user hardware assets and cloud accounts across the Office 365 environment including onboarding and offboarding of employees.

·         Lead and maintain request/incident tracking system, Jira, to track all technology requests. Develop strategies to improve upon this support solution to help expedite internal customer problem solving.

·         Lead support contact for all retail Garrett Popcorn Shops systems including but not limited to: Revel Point-of-Sale, Back Office, internet, phones, mobile device management (MDM), Digital Signage, 3rd Party Delivery Applications, and Online Ordering Systems.

·         Administer and update the Revel Point-of-Sale system including but not limited to, food and drink menu updates, pricing changes, and promotional changes.

·         Keep leadership and teammates updated and informed. This includes developing strong cross-functional relationships and managing cross-functional projects.

·         Exercise excellent time management: accomplish specific relevant objectives that contribute to team goals; maintain computer hardware or software inventory and work with vendors to request service or problem resolution.

·         Understand the function, processes and organization of the Garrett business process and operations.

·         Have a general, high-level understanding of all Garrett Brands IT supported systems/software.

·         Willingness to learn and embrace new technologies, methods, and systems.

·         Identifies and analyzes problems and develops workable solutions.

 

Required Skills

·         3+ years of end Support or equivalent experience.

·         The ideal candidate will be proficient in process improvement and have 2+ years of experience installing, managing, and supporting restaurant POS systems.

·         Experience working with IT trouble ticketing systems.

·         Strong close loop communication skills through both verbal and digital channels.

·         Experience administering Office 365 including licensing, Azure Active Directory, Sharepoint and Teams.

·         Ability to analyze, define, and document requirements for business processes and workflows, including generating diagrams.

·         Experience leading demonstrations and/or training of solutions to end users.

·         Experience working in a team-oriented, collaborative environment.

 

Company DescriptionAt Garrett Popcorn Shops, we've maintained our dedication to fresh, delicious Popcorn since we first opened at 10 West Madison Street in Chicago. We continue to use only the highest quality ingredients from local producers as we handcraft our gourmet Popcorn in old-fashioned copper kettles. We strive to deliver the same Popcorn today that customers first talked about in 1949.Company DescriptionAt Garrett Popcorn Shops, we've maintained our dedication to fresh, delicious Popcorn since we first opened at 10 West Madison Street in Chicago. We continue to use only the highest quality ingredients from local producers as we handcraft our gourmet Popcorn in old-fashioned copper kettles. We strive to deliver the same Popcorn today that customers first talked about in 1949.

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