Associate Director, Global Support Operations

2 weeks ago

Boston, United States Toast Full time

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Toast is dedicated to empowering the restaurant community to delight guests, do what they love, and thrive. We provide a comprehensive platform that addresses the unique challenges faced by the hospitality industry. As the Associate Director of Global IT Support, you will lead a crucial team that supports our mission by ensuring operational excellence in IT services across our global locations.

**About this **_roll_** (Responsibilities)**
- Lead and manage a team of about 20 IT professionals across North America, Europe, the UK, and Asia, working around the clock to support our operations.
- Oversee in-person and remote IT help desks, audiovisual support, hardware asset management, and the first and second ticket tiers.
- Spearhead the creation and execution of a multi-year IT support vision, aligning with organizational goals and business impact.
- Develop and maintain a robust IT knowledge management system, including creating and updating help articles, managing the intranet page, and ensuring the visibility of IT support within Toast.
- Drive the audiovisual strategy for the company, including the design and support for all in-office conference rooms and major company webinars.
- Regularly engage with stakeholders to gather feedback, share roadmaps, and iterate on service improvements.

**Do you have the right **_ingredients*_**? (Requirements)**
- 10+ years of experience in IT support management, with a preference for experience in support, asset management, and IT service delivery within similarly sized or larger organizations.
- Proven track record in leading defined projects to successful outcomes and consistently improving upon agreed-upon KPIs over time**:Response and Resolution Times, Customer Satisfaction (CSAT) Scores, Average Handle Time, Compliance with Device and Asset Management Policies, Average Tickets Closed Per Month Per Agent, Self-service Resolution Rates, Audit Success Rates for Hardware and Software Assets**:

- Strong project management skills and proficiency in managing complex IT projects and initiatives.
- Experienced in stakeholder management, capable of assertive communication and effective decision-making in support of both team and customer needs.
- Technical Proficiency in all or majority of**: Identity and Access Management**:OKTA, Microsoft Active Directory, Azure A,** Collaboration and Productivity Suites**:Google Workspace, Microsoft Office 365, Zoho Workplace, **IT Service Management (ITSM)**:ServiceNow, BMC Remedy, Zendesk**, Device Management**:Jamf for Apple devices, Microsoft Intune, Cisco Meraki,** Asset Management and Compliance**:SolarWinds, IBM Maximo, ManageEngine AssetExplorer, **Audiovisual (AV) Solutions**:Zoom, Neat Board, DTEN, Cisco Webex

**Our Spread* of Total Rewards**
- Bread puns encouraged but not required

LI-REMOTE

**We are Toasters**

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

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