Sr. Manager - Restaurant Technology Support

McDonald’s evolving Accelerating the Arches growth strategy puts our customers and people first, and uses our competitive advantages to strengthen our brand. We are recognized on lists like Fortune’s Most Admired Companies and Fast Company’s Most Innovative Companies.

Doubling Down on the 4Ds (Delivery, Digital, Drive Thru, and Development)
Our growth pillars emphasize the meaningful role technology plays as the leading, global omni-channel restaurant brand. Technology enables the organization through digital technology, and improving the customer, crew and employee experience each and every day.

Global Technology forging the way
Leading the digitization of our business is the Technology organization made up of intrapreneurs who build industry defining tech using the latest innovations and platforms, like AI and edge computing to deliver on the next set of cutting-edge opportunities for the business. At McDonald’s you get to solve technology innovation challenges at an incredible scale, and work across global teams who are always eager for a challenge. This provides access to exciting career paths for technologists. It’s bonus points when you get to see your family and friends use the tech you build at their favorite McD restaurant.

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 SupportSr. 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

Experience Requirements and Other Optional Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field
• Technical knowledge of McDonald’s restaurant applications, infrastructure, and operations is strongly desired
• Familiarity with monitoring and incident management tools such as New Relic, DataDog, ServiceNow, JIRA, and Confluence
• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization
• Demonstrated problem-solving abilities and a proactive approach to identifying and resolving technical issues
• Experience working in a fast-paced, customer-focused environment, with a commitment to delivering exceptional service and support
• Available to assist outside of regular business hours, including holidays, and occasional travel, as needed

McDonald’s is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. Additionally, if you (or another applicant of whom you are aware) require assistance accessing or reading this job posting or otherwise seek assistance in the application process, please contact recruiting.supportteam@us.mcd.com

McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.

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