Initially known for the Ziosk tableside tablet, our team has developed a portfolio of products thoughtfully designed for the restaurant technology space for over 15 years. With devices in multiple U.S. restaurant locations, we are continually expanding our services. Key clients include Chili’s. Yard House, Olive Garden, Red Robin, and Texas Roadhouse.
Ziosk is looking for an experienced, technical Manager of Customer & Implementation Support to lead the customer support and implementation team. The ideal candidate will have a strong technical background and be able to interact with technical and non-technical resources. In this role you will be expected to manage several employees and be a technical hands-on resource, serve as the point of contact for engineering activities inside the group, and manage escalations for incidents or problems. You will also be responsible for writing policies, process, and procedures relevant to your department.
Responsibilities: (on-site)
Manage all day-to-day support, implementation, and operations activities for the Ziosk customer locations and internal Ziosk infrastructure
Lead issue management for high severity issues, including taking support escalations when needed
Lead a team of support technicians and implementation engineers
Communicate incident status to the senior leadership team
Manage the Support ticket and phone queues
Create and maintain team schedules
Resolve customer conflict and handle customer escalations
Coordinate with internal teams to root cause customer issues
Update status reports and metrics for all support activities
Participate in management on call rotation as needed
Train new team members and provide continual employee development through 1:1 feedback
Work with the IT team to define required system monitors and thresholds
Create and maintain KB articles
Set and maintain all customer support & implementation procedures and policies
Cover support technician shifts and work support incidents when needed
Participate in “on-call” rotation with your peer manager to cover after hours incidents
Create and maintain KB articles
Work in conjunction with the engineering team to ensure proper handoff to implementation team of all new features and functionality
Qualifications:
3+ years managing a "Server Side" support team
3+ years working as a support / IT engineer
Strong knowledge of general network & Windows Server technologies
Experience managing and reporting on all aspects of technical support
Strong written and verbal communication skills
Effective time management
Must be willing to adjust work schedule as needed
Ziosk is an Equal Opportunity employer offering competitive benefits and compensation. Candidates must be eligible to work in the U.S. and be able to commute daily to North Dallas. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa currently. No agencies or third-party recruiters, please.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service, Engineering, and Information Technology
Industries
Food and Beverage Services, Software Development, and Hospitality
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