• Job Description

  Req#: ITSER004291

  POSITIO N SUMMARY

  The Manager, IT Services leads end-user support, service delivery, and supports IT operations with a focus on enhancing experience, improving efficiency, and optimizing processes. This role oversees endpoint management, onboarding, identity platforms, hardware lifecycle, and IT documentation, while managing offshore service desk performance and escalations. Partnering with IT Security, Infrastructure, and business teams, the manager drives automation, reduces complexity, and ensures consistent, high-quality support across the organization.

  ESSENTIAL FUNCTIONS

  May perform any or all of the following duties:

  • Owns the administration and strategic development of the ServiceNow platform, including incident, request, change, asset, and knowledge management modules to drive ITSM maturity and process automation.
  • Leads configuration and optimization of workflows, SLAs, and service catalogs to enhance end-user experience, improve ticket resolution efficiency, and support continuous service improvement initiatives.
  • Partners with cross-functional teams and offshore support to maintain data integrity, reporting, and integrations, ensuring platform stability, compliance, and alignment with organizational goals.
  • Owns and cultivates end-user computing/support experience as well as process improvement/automation and continual service improvement.
  • Owns and cultivates relationships with offshore support desks to develop and oversee SLA and KPI accountabilities, root cause analysis, and ticket management strategies.
  • Develops and maintains NinjaOne endpoint management platform automation and patch management strategy.
  • Develops and maintains strategy and workflow for new employee onboarding, including account creation, hardware delivery, marketing material, and departmental first impressions.
  • Develops and maintains end-user technology standards/lifecycle, including hardware replacement cycle, inventory management, workstation provisioning and imaging, licensing management, purchase request approval, and procurement.
  • Develops and maintains documentation platform (IT Glue) as well as standards and best practices.
  • Works in partnership with departmental leadership to identify and fulfill hardware, software, and service use needs with a focus on reducing budgetary waste, complexity and application sprawl.
  • Develops strategy for onsite and cloud identity management, including Active Directory and Azure Active Directory organization, modernization, integration, and maintenance in partnership with IT Security and Infrastructure teams.
  • Acts as an escalation point and assists in technical support for System Administrators, NOC, and Datacenter Infrastructure.
  • Act as senior administrator escalation point for Office365, Azure, Intune, domain registrars, and public DNS management.
  • Assist IT Security in developing and implementing modernized security platforms, policies, and best practices.
  • Develops a training department training strategy and provides expert technical training, coaching, and mentoring of team members.
  • Conducts individual meetings with the team to review progress of work tasks, provide solutions to any unresolved issues, and ensure consistency in quality and quantity results.
  • Provides accurate and creative solutions to customer problems, ensuring customer productivity
  • Acquires and maintains in-depth knowledge of relevant hardware/software used throughout the company, which includes attending training to remain current with industry trends.
  • Serves as an escalation point to address the support needs of the Senior Leadership team.
  • Provides support for company meetings, webinars, and conference calls.

  POSITION QUALIFICATIONS/CORE COMPETENCIES

  • A bachelor’s degree in Information Services or a similar field is highly preferred.
  • Six (6) years of any combination of experience that demonstrates a commanding knowledge of IT Technical Support and Executive-level customer service, including four (4) years of experience in a technical leadership role.
  • Comp TIA A+ Certification and MCSE Certification preferred
  • Must have knowledge of MS Windows, current and legacy OS versions
  • Must have experience with vendor management
  • Must have experience with one or more RMM/Endpoint management Platforms (Kaseya VSA, ConnectWise, SolarWinds N-Central, etc.)
  • Must have excellent diagnostic and troubleshooting skills, with attention to detail
  • Must have advanced understanding of cloud services, datacenter infrastructure, networks, and telecommunications
  • Must have attention to detail and problem-solving skills
  • Must display strong analytical and organizational skills and have the ability to identify/implement process improvement strategies with positive business results
  • Demonstrate excellent oral and written communication skills; communicates effectively with various contacts (internal and external)
  • Outstanding interpersonal relationship building and employee coaching skills
  • Advanced communication skills (written/verbal), with emphasis on demonstrated ability to translate complex concepts between business and technical groups
  • Must have a strong work ethic and a high level of confidentiality to ensure proper handling of sensitive information
  • Audio/Visual and conferencing equipment experience preferred

  WORK ENVIRONMENT

  • Restaurant Support Center is a fast-paced, high-volume of activity with a deadline-driven environment

  PHYSICAL DEMANDS

  • Sitting for extended periods of time, using the telephone, typing, and/or operating a computer and/or mouse
  • Travels as needed,d approximately ten (10)%

  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

• About the company

  Carl's Jr. Restaurants LLC is an American fast food restaurant chain operated by CKE Restaurant Holdings, Inc.,

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