Manager, Service Desk

3 weeks ago

Irvine, United States Taco Bell Full time
Who is Taco Bell?

Taco Bell was born and raised in California and has been around since 1962. We went from selling everyone's favorite Crunchy Tacos on the West Coast to a global brand with 8,200+ restaurants, 350 franchise organizations, that serve 42+ million fans each week around the globe. We're not only the largest Mexican-inspired quick service brand (QSR) in the world, we're also part of the biggest restaurant group in the world: Yum Brands.

Much of our fan love and authentic connection with our communities are rooted in being rebels with a cause. From ensuring we use high quality, sustainable ingredients to elevating restaurant technology in ways that hasn't been done before... we will continue to be inclusive, bold, challenge the status quo and push industry?boundaries.?

We're a company that celebrates and advocates for different, has bold self-expression, strives for a better future, and brings the fun while we're at it. We fuel our culture with real people who bring unique experiences. We inspire and enable our teams and the world to Live Ms.

At Taco Bell, we're Cultural Rebels. Want to join in on the passion-fueled fun? Learn more about the career below.

About the Job:

The Service Desk Manager is a strategic leader responsible for steering the service desk operations toward excellence, with a significant emphasis on strategic service reporting and cutting-edge training programs. This role entails leading a team of 4 professionals, providing direction, coaching, and guidance to ensure restaurant technology issues are resolved accurately, efficiently, and with exceptional customer service. Additionally, the Manager is responsible for driving continuous improvement initiatives within the Service Desk. This role offers endless opportunities to collaborate with various teams, use insights from reporting and training to analyze service data, and develop advanced training programs that boost performance and align with our business goals.

The Day-to-Day:
  • Lead the team in automating and optimizing service desk performance reports, dashboards, and metrics to drive data-informed decisions.
  • Responsible for conducting in-depth analysis of service data to identify trends, pinpoint areas for improvement, and ensure data accuracy, consistency, and timely reporting to support strategic objectives.
  • Identify and elevate existing training materials and create cutting-edge programs to train service desk analysts in supporting both new and existing restaurant technologies, leveraging AI-driven resources such as manuals, guides, and e-learning modules.
  • Assess the impact of training programs and make data-driven adjustments to enhance their effectiveness and alignment with service delivery goals.
  • Manage Report and Training operations are in strategic alignment with overall business needs, contributing to broader organizational success
  • Work closely with other IT teams, business units, and external vendors to review and optimize support SLAs, fostering strong partnerships and ensuring high service standards.
  • Provide direction, coaching, and guidance to Report and Training professionals, fostering a culture of excellence and continuous improvement
Is This You?
  • Bachelor's degree in information technology or a related field, or equivalent years of experience.
  • 8+ years of proven experience in service desk management, with a strong focus on service reports and training.
  • 5+ years experience in a leadership or management role, demonstrating a strategic approach to service desk operations and team development.
  • Exceptional analytical, leadership, and communication skills.
  • Proficiency with reporting tools (e.g., Power BI, Tableau), learning management systems (eLMS), ServiceNow, and AI implementation.
  • ITIL certification preferred
Work-Hard, Play-Hard:
  • Hybrid work schedule and year-round flex day Friday
  • Onsite childcare through Bright Horizons
  • Onsite dining center and game room (yes, there is a Taco Bell inside the building)
  • Onsite dry cleaning, laundry services, carwash,
  • Onsite gym with fitness classes and personal trainer sessions
  • Up to 4 weeks of vacation per year plus holidays and time off for volunteering
  • Tuition reimbursement and education benefits
  • Generous parental leave for all new parents and adoption assistance program
  • 401(k) with a 6% matching contribution from?Yum Brands with immediate vesting
  • Comprehensive medical & dental including prescription drug benefits and 100% preventive care
  • Discounts, free food, swag and... honestly, too many good benefits to name

Salary Range: $135,000 to $161,280 annually + bonus eligibility + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

At Taco Bell, we Live Ms and invite you to do the same. Take a seat at our table. Bring your voice. Bring you, just as you are, a Cultural Rebel. We want you to be your best self

Taco Bell is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic.

Taco Bell is committed to working with and providing reasonable accommodation to applicants with disabilities or special needs.

US Job Seekers/Employees - Click here to view the "Know Your Rights" poster and supplement and the Pay Transparency Policy Statement.

Employment eligibility to work with Taco Bell in the U.S. is required as the company will not pursue visa sponsorship for this position.

California Residents: For more information about the categories of personal information we collect from you and how we use, sell, and share that information, please see our Privacy Notice for California Contractors and Privacy Notice for California Employees.

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