Overview

This role supports our Phone IT Agent team and will be a shift start time of 6:30am

Support Now provides 24/7 support services to over 2,900 quick-service restaurants. As part of Support Now, the Team Lead, Restaurant Technology Support - Online is responsible for leading and motivating a team of Agents who provide IT troubleshooting support to our Chick-fil-A Franchisees – Operators and Team Members.

This role will support Agents that work between shift-based roles and will need to be focus their work day between 6:30am - 3:00pm.

If you are passionate about joining a championship team that focuses efforts on making it easy with care, Support Now is the place for you.

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Responsibilities

• Provides daily direction and insights to a team of in-office and remote IT Analysts

• Push for continued process improvements and effortless experience for the Restaurants we serve

• Attend meetings and planning sessions that relate to IT support.

• Hold regular one-on-one meetings with direct reports to reinforce the vision, common goals, individual goals, discuss performance and development strategies/plans, and determine training needs

• Attend weekly meeting with CFA Staff and Vendors to discuss issues, causes and/or bug fix of escalation

• Act as escalation point for all requests and incidents related to IT support.

• Assist in the hiring and performance managing the IT analysts.

• Oversee the overall performance of the team’s tickets and calls.

• Provide immediate feedback to direct reports

• Manage SOP adherence, queue management

• Monitor analyst’s incidents for possible coaching/training opportunities

• Periodically listen to calls (remotely and side by side) to improve quality, minimize errors, and track analyst performance

• Ensure that direct reports receive proper QA advisement, KCS mentoring, and other necessary training to be successful in role

• Provide feedback to the Chick-fil-A HELP Leadership Team on performance metrics.

• Work closely with Workforce Management to make sure proper staffing and coverage is in place for IT support

• Recognize employees for exceeding expectations and/or creating remarkable experiences.

• Maintain high morale through education, communication, displaying interest in the analysts both professionally and personally.

Minimum Qualifications

• Bachelor's Degree

• 5-7 years of relevant work experience

• Call Center or technical experience required

• People development and leadership experience

• Ability to work independently with minimal supervision

Preferred Qualifications

• 1-3 years supervisory experience

• Leadership position leading team(s)

• Customer service experience

• Hospitality and/or Chick-fil-A restaurant experience, a plus

Minimum Years of Experience

5

Travel Requirements

5%

Required Level of Education

Bachelor's Degree

Requisition ID2023-15579

Job FunctionHelp Desk

Position TypeExperienced Professionals

Posting Location : LocationUS-GA-Atlanta