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Service Desk Operations Manager

Arby's - Atlanta, Georgia

Posted: 08/4/2018


The Service Desk Operations Manager manages a team of POS support specialists providing services to our restaurants. The Operations Manager is responsible for developing and maintaining a culture that ensures hospitality, efficiency, professionalism and customer focused service. The role will provide support leadership which includes investigation, diagnosis, escalation/resolution, recovery and communication.

He/she will develop and manage to service-level objectives for the Service Desk and ensure they are met or exceeded with consistency. The Operations Manager will monitor Service Desk trends to identify potential restaurant issues; determine solutions to mitigate repeat service desk calls; and/or identify areas that might require customer education or outreach.

The Operations Manager ensures Service Desk staff are customer focused, able to increase satisfaction, deepen relationships, and effectively manage expectations for a variety of customers. The position works with internal IT Support team members to institute technical solutions, accurately describe problems and resolve and/or escalate where necessary.




  • Candidate must be proficient in Service Desk operations and demonstrate a management strategy that aligns with company goals
  • Lead the formation and execution of service related strategies to meet service goals
  • Communicate direction and progress to the Service Desk Team
  • Manage the Service Desk Team's daily activities
  • Lead collaboration with IT Support resources and increase productivity of the Service Desk
  • Resolve Team and restaurant issues independently with minimal escalation to Director of the Service Desk
  • Provide accurate reports and metrics to company management
  • Candidate will work to ensure that Service Desk operations run smoothly and efficiently in a 24/7 environment, including after-hours emergency support
  • Candidate will perform daily, weekly, and monthly individual analyst and department reviews to ensure that all service level goals are being completed within company standards
  • Candidate will create and manage a Service Desk schedule based on business needs and will need to operate the department within given budget
  • Candidate will coach and on-board new employees, with assistance from the training resources, to ensure that candidates are capable of executing required tasks
  • Establish and enforce Service Desk service levels agreements
  • Manages and coordinates urgent and complicated support issues
  • Provide data and reporting on SLA's, KPI's and PI's
  • Advise management on situations that may require additional restaurant support or escalation
  • User account management on all relevant Enterprise systems and services
  • Some travel possible



Required Minimum: Bachelor's degree in Computer Science, Information Systems, or related field



  • Experience in managing Service Desk metrics, incident management tools, SLA's, KPI's, PI's and governance routines.
  • Requires 5 year of managing staff with proven leadership ability, preferably in a Service Desk/ POS environment
  • Evaluated day-to-day operations and implemented new procedures and policies addressing operational deficiencies and human resource issues
  • Experience in setting Manager Based Objectives (MBOs) for all subordinates and evaluated performance each quarter; while considering individual career development opportunities
  • Demonstrates strong diagnostic and analytical skills as well as a working knowledge of current POS technologies



  • Should have multiple certifications from recognized external organizations in support of service management
  • Excellent communication and hospitality skills required
  • Foundational understanding of key network protocols and systems
  • Must possess and maintain good interpersonal relationships in team atmosphere
  • Possess strong analytical troubleshooting skills coupled with a strong sense of urgency
  • Must display working knowledge of KCS Principles
  • Participate in and enforcement of the change control processes
  • Extremely high level of attention to detail
  • Derives satisfaction from delivering solutions to users
  • Incident management software experience, preferably the Service Now platform
  • Ability to communicate effectively in writing, including writing project documentation, specifications, policies and procedures, and presentations to communicate status or case for action



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