it help desk manager

Job Title: IT Help Desk Manager

Reports to: Director of IT

Location: Dallas, TX (Plano Area)

FLSA Status: Exempt

Compensation: $110,000 – $120,000 per year plus annual bonus

Summary:

At Mendocino Farms, we don't just sell sandwiches – we Sell Happy

Our Technology team supports both store-level and corporate systems that keep our restaurants running efficiently and our teams focused on creating memorable guest experiences. We believe technology should serve hospitality—not the other way around. Our IT team exists to make our restaurants more efficient, our people more empowered, and our guests more delighted. We value curiosity, collaboration, and the courage to improve every day.

The IT Help Desk Manager serves as the bridge between restaurant operations and technology. You'll oversee day-to-day IT help desk operations, supervise a small team of Help Desk Technicians, and manage restaurant systems. You'll partner cross-functionally with Operations, HR, and Marketing to deliver technology that supports growth, enhances team member productivity, and strengthens the guest experience.

Responsibilities:

• Supervise, mentor, and develop the IT Help Desk team; ensure timely and professional support for all restaurant and corporate technology needs.
• Establish & enforce SLAs, workflows, and escalation paths for IT incidents and service requests.
• Monitor performance metrics, ticket volumes, and recurring issues to drive process improvements and proactive support strategies.
• Serve as primary administrator and subject matter expert for key restaurant technologies.
• Oversee deployment of POS, KDS, printers, tablets, and other restaurant hardware and maintain IT asset inventory, device lifecycle, and user account management.
• Help manage regional vendor relationships and service agreements related to network, hardware, and SaaS systems.
• Collaborate with cross-functional teams to evaluate, test, and deploy new technologies and integrations that improve restaurant operations.
• Document and maintain system configurations, support procedures, and user guides.
• Hold the Help Desk team accountable to IT policies and adherence to security and compliance standards.
• Champion change management and communication for new technologies and tools.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent hands-on experience).
• 4-5 years of IT experience supporting retail or restaurant operations; 1-2 years in a leadership or supervisory capacity.
• Strong working knowledge of restaurant systems. Preferred: TOAST POS & OLO
• Proven experience leading IT support or help desk functions in a multi-location environment.

Skills:

• Excellent leadership, interpersonal, and communication skills—able to translate technical concepts for non-technical audiences.
• Strong organizational and project management skills with ability to prioritize competing demands.
• Hands-on troubleshooting expertise across hardware, software, network, and cloud applications.
• Service-first mindset and passion for empowering restaurant teams.

Benefits:

At Mendocino Farms, we believe Selling Happy starts from within. That's why we offer:

• Competitive Salary
• Annual Bonus
• Meal Privileges—because food should make people feel good
• Comprehensive Health Benefits & 401k Plan with Company Match
• Paid Vacation to recharge and fuel your best self

Physical Requirements:

• Must be able to lift 50 pounds.
• Sitting / standing 8-14 hours.
• Hand use: single grasping, fine manipulation, pushing and pulling
• Work requires the following motions: bending, twisting, squatting, and reaching

There is no "I" in Mendo Mendocino Farms is an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. Mendocino Farms will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Fair Chance Initiative for Hiring. * Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.