Manager, IT Support & End-User Services

KEY RESPONSIBLITIES

1. Support Operations & Service Delivery

• Own Tier 1 and Tier 2 support operations, ensuring timely, courteous, and effective resolution of incidents and requests
• Manage day-to-day performance of the third-party help desk partner, including SLAs, quality standards, and escalation handling
• Serve as escalation point and incident manager for Severity 1 and 2 issues
• Lead outage and emergency communications to stakeholders, ensuring clarity and consistency

2. Knowledge, Process & Tool Management

• Maintain and continuously improve the IT knowledge base and solution repository
• Ensure consistent ticket documentation, categorization, and resolution quality
• Manage service desk tooling (ServiceNow, Zendesk, Jira Service Management, or similar)
• Develop scalable, repeatable support processes aligned with Tatte’s growth

3. Hardware & End-User Technology

• Coordinate staging, provisioning, deployment, and support of laptops, POS peripherals, and other end-user hardware
• Maintain accurate hardware inventory and lifecycle tracking
• Partner with IT Systems and Security teams on standards, compliance, and access controls

4. Team Leadership & Performance Management

• Conduct regular performance reviews with third-party and future in-house support resources
• Coach analysts using ticket reviews, root-cause analysis, and service quality feedback
• Identify performance gaps and implement action plans to improve service outcomes
• Build the roadmap for transitioning to an in-house support team over time

5. Continuous Improvement & Special Projects

• Analyze ticket trends to reduce repeat issues and inbound volume
• Recommend process, tooling, or training improvements
• Support special IT initiatives and rollouts as needed

QUALIFICATIONS & EXPERIENCE 

Required

• 3+ years of experience in IT support or service desk leadership
• Experience managing third-party or outsourced IT support teams
• Strong understanding of incident management and escalation processes
• Ability to communicate technical concepts clearly to non-technical users

Preferred

• Experience in retail, restaurant, or multi-unit hospitality environments
• Hands-on experience with hardware provisioning and field support
• Familiarity with ServiceNow, Zendesk, Jira Service Management, or similar tools

LEADERSHIP COMPETENCIES 

• Service Excellence: Delivers reliable, respectful, and high-quality support experiences
• Operational Discipline: Builds structure, standards, and repeatable processes
• People Leadership: Coaches and develops support talent effectively
• Problem Solving: Resolves issues quickly while addressing root causes
• Cross-Functional Partnership: Works seamlessly with IT Systems, Security, and Operations

OUR BENEFITS & PERKS:

• Competitive pay - ranging from $90,000 - $110,000 depending on experience, potential 10% bonus. 
• 401(k) (with a vesting match)
• Health, dental and vision insurance 
• Paid vacation time and paid sick time
• Free employee assistance program services
• Free drinks and generously discounted meals
• Exciting potential for growth

Please note that Tatte is an E-Verify Employer.