Position Summary:
The Service Technician Supervisor role is to oversee the service technician(s) and ensure that end users are receiving the appropriate assistance. This includes oversight of procedures related to the servicing of computer systems, installations, hardware, networks, and software. The Service Technician Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users in the field or at the desktop level. The Service Technician Supervisor will work closely with the facilities department on projects and services.
Essential Functions:

• Trains users in the basic operations and maintenance of the NCR POS systems, BOH servers, peripherals, firewalls, and related components.
• Explains work instructions and adapts, if necessary, pertinent general methods and procedures to meet required needs.
• Oversight of incoming and complete work orders for all company stores and corporate offices with resolution on issues within 24 hours or less.
• Monitors DSL/network connectivity to all restaurants daily and/or on cases initiated by the stores.
• Receives trouble calls on equipment and troubleshoots problems and/or issues.
• Is available 24/7 to support restaurant operations and staff personnel reported IT system issues.
• Available for emergency call-out to company restaurants if needed via on call phone.
• Develops plans on other DSL/network options.
• Drive setup and optimal performance of New Store Opening IT technology.
• Assist with designing and enforcing request handling and escalation policies and procedures.
• Design, train, supervise, inspect, and evaluate technical team performance on all projects.
• Oversight of projects by creating timelines, adhering to budgets, capital expenditures, and assigning staff members.

• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Coordinates troubleshooting support and service for equipment and networks when necessary.
• Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Ensure system security in line with PCI compliance requirements and emerging best practices.
• Coach and develop, share knowledge, and be a positive influence with not only the IT team but all members of the team.

Qualifications/Requirements (Education/Training/Experience/Abilities):

• Demonstrated progressive experience in the supervision of a field support team.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Knowledge of hardware and software solutions for POS, back-office, accounting, and corporate-level applications.
• This position will follow all company SOPs, Federal, State, and Local laws, and codes.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Able to lift 50 pounds.
• Some heavy lifting and roof/ladder work.
• Ability to work under stressful conditions while projecting a positive attitude.
• This is an on-call position.
• Available 24/7 to support restaurant operations and equipment through phone support and onsite if required.
• Must have a valid driver’s license, have a good driving record, and pass a background check.
• Some overnight travel required.

Blake’s Lotaburger’s policy of equal opportunity includes the following: race, religion, ethnicity, national origin, ancestry, familial status, gender, sexuality, gender identification, sexual orientation, age (40 and over), veteran status, genetic information, or physical/mental disability (or perceived disability) or any other status protected by local, state or federal law.
This EEO policy applies to all decisions regarding recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and terms and conditions of employment. Blake’s Lotaburger will not tolerate any form of harassment, discrimination, retaliation on the basis of any status protected by local, state, or federal law.
Blake’s Lotaburger, LLC will provide reasonable accommodations for qualified individuals with disabilities. To request reasonable accommodation, contact the Human Resources Department at HR@lotaburger.com or 505-884-2160 Ext. 1644.
This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.