Lead It Support Specialist

Donatos is just as dedicated to our Associates as we are to our guests. After all, delivering the best food and service starts with attracting (and keeping) the very best team members.
Whether you’re looking for your first job or want to advance your career, you’ll love being part of a work environment that’s not just rewarding and fun, but supportive too. We’re committed to hiring associates who we feel will be a great fit with the Donatos family – and then empowering them to become leaders who bring out the full potential of everyone around them.

Position Summary

The Lead IT Support Specialist is responsible for assigning and prioritizing staff tasks and projects; trains and guides IT Support Technicians on ways to improve customer support; develops staff skills; provides recommendations for hiring, evaluating, and performance plans. The Lead IT Support Specialist is also responsible for providing comprehensive technical support for store and home office operations, troubleshooting end user problems, and following established policies/procedures and escalation processes.

Our Mission: To Promote Goodwill through Product, Service, Principle, and People.

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Our Values: I LOVE FOOD

Integrity

Loving

Fun

Of Service

Open Minded

Disciplined

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Job Duties and Responsibilities

• Act as a senior agent who will drive customer satisfaction through customer support.
• Maintain up to date technical skills appropriate for focused areas (Level3) development.
• Act as a mentor and provide oversight, coaching, and training to technical support staff.
• Be the point of contact when it comes to technical escalations.
• Oversee the day-to-day operations of the Technical Support Team, reporting escalated issues to Executive Director of IT Infrastructure.
• Provide support where needed for both internal and external customers, responding to telephone calls, email, web based, and personnel requests for technical support.
• Respond to and log in the current call-tracking database and request for services both during office hours and after hours when scheduled.

Identify and resolve:

• Basic terminal and printer setup issues and problems.
• Basic POS related issues such as associate file maintenance, re-direction of printers, terminal/register assignments, etc.
• Data communication problems.
• Internet connectivity problems.
• E-mail problems.
• Basic office tool usage and problems.
• Security and access setup issues.

• Record and track team Service Level Agreements (SLAs) and workflows.
• Clearly communicate escalated issues to Tier 3 and product managers as needed.
• Oversee and report on all incoming technical support inquiries.
• On-board all new technical support team members.
• Assist in the creation of the team Key Performance Indicators (KPI) as well as monitor and report on results.
• Be actively involved with the operational delivery and User Acceptance Testing (UAT) if required for new products and feature releases.
• Monitor IT Support performance and report on metrics.
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
• Work to create any relevant support material for the team.
• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents.
• Implement any necessary preventive measures to reduce customer faults and issues.
• Review all technical support related processes and documentation for continuous improvement.
• Assist in the creation and implementation of customer self-service material and tools.

Donatos has identified this position is eligible for the following work arrangements:

• Full-Time Onsite: The Associate in the position will work all regularly scheduled days onsite.
• Hybrid: Position requires the physical presence of an Associate to complete some duties or collaboration, balanced with solo work that does not require on-site resources or relationships. The Associate in this position will work 3 regularly scheduled days onsite, 2 days off-site weekly.

Positions that are eligible for hybrid work do not automatically qualify the Associate to perform in a hybrid work arrangement.

Minimum requirements

Lead IT Support Specialists must have a flexible schedule that includes the ability to work variety of opening or mid shifts, along with working weekends and holidays. 

Education

• Associate-level degree in Computer Science, Information Systems, related fields, or equivalent experience.
• Appropriate professional certifications are preferred but not required.

Physical Requirements

• Must be able to lift up to 40 lbs occasionally (servers).

Previous Experience

• 5+ years experience in a technical support role
• Certified or formal training in key technologies as Level 2 expert.
• Basic knowledge of physical network connectivity (LAN/WAN/VPN).
• Strong knowledge of Windows OS, Mobile devices (Android & IOS) of Linux and other operating systems.
• Strong knowledge of Incident management process and tools logging problem/resolution activities.
• Experience with Active Directory, MySql, SQl tools and ADM.
• Knowledge of monitoring tools: SolarWinds, MDM, APM, NPM & UEM.
• Hands-on experience with PC, Mac OS, Server, and desktop hardware & software.
• Must be customer-centric with excellent problem-solving abilities, oral and written communication skills, as well as organizational and customer service skills.
• Knowledge of commonly used concepts, practices, and procedures within a Help Desk environment is required (including ticketing systems).
• Able to multi-task efficiently under time pressure
• Able to work with cutting-edge technology and assimilate information rapidly

Donatos is an Equal Opportunity/ Affirmative Action Employer:

We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.