Sr. Manager

Found in: Resume Library US A2 - 1 week ago

Chicago Illinois, United States McDonald's Corporation Full time
Job Description

The US Technology Support Team aims to minimize disruption to restaurant operations and proactively provide support with speed, clarity, and convenience. Swiftly identify the root cause and pinpoint necessary improvements to enhance technology performance, reducing reliance on help desk support.

The US Restaurant Technology Support Sr. Manager will:

 • Oversee the day-to-day operations of restaurant facing support teams, ensuring high-quality service delivery and customer satisfaction

• Foster effective collaboration and solicit feedback from project teams, managers, senior leadership, consultants, and offshore vendors to ensure seamless operations and continuous improvement

• Act as a point of escalation for complex or high-priority support issues, working closely with cross-functional teams to drive resolution and mitigate risks

• Engage in corporate initiatives or take the lead on departmental projects and mission-critical tasks, demonstrating autonomy and initiative in providing support where needed

• Participate in cross training rotations with other team managers within our support organization

Key customers include US and Global Technology, Field Technology Teams, Operations, Product Development Teams, Deployment Services, Owner/Operators, and Suppliers.

Core Responsibilities: Team Leadership

• Represent the Support Team in various projects and initiatives, demonstrating expertise and dedication

• Be well-versed in all Support product areas, capable of providing backup support to team members, and facilitating cross-training to ensure seamless operations

• Lead and motivate a team of technical support specialists, providing guidance, coaching, and performance feedback

• Foster a positive team environment that promotes collaboration, innovation, and continuous improvement

• Set clear objectives and goals for the support team, ensuring alignment with departmental and organizational objectives

• Provide strategic direction and leadership to the Technology Support Team

• Mentor and develop team members to maximize their potential and performance

• Foster a positive and collaborative work environment that promotes innovation and continuous improvement

Service Delivery

• Oversee the delivery of technical support services to internal and external stakeholders, ensuring timely resolution of issues and adherence to service level agreements

• Monitor support ticket queues and workload distribution, identifying areas for optimization and resource allocation

• Implement best practices and standard operating procedures to streamline support processes and enhance efficiency

• Drive initiatives to optimize support processes, tools, and systems, leveraging automation and technology to improve efficiency and effectiveness

• Establish key performance indicators for the support team and regularly monitor metrics to assess performance and identify areas for improvement

• Generate reports and presentations to communicate support team performance, trends, and recommendations to senior management

Major Incident Management

• Lead major incident management efforts, including identification, escalation, resolution, and post-incident review

• Coordinate cross-functional teams to address critical issues promptly and minimize business impact

• Implement proactive measures to prevent recurring incidents and improve incident response processes Stakeholder Communication

• Serve as the primary point of contact for escalations from internal departments and external partners

• Communicate effectively with stakeholders regarding support status, incident updates, and resolution timelines

• Collaborate with other teams to ensure alignment on support priorities and initiatives

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