About TooJay’s
Since 1981 TooJay’s Deli has been a fan favorite. With several locations across Florida, we are famous for piled-high sandwiches, hearty portions of homemade comfort foods and made-from-scratch soups, salads and baked goods.
We believe our teams are our most valuable assets. We maintain that commitment by hiring friendly, motivated individuals who make positive contributions to a well-run restaurant. Our teams take pride in creating Simply Great Food and Simply Great Experiences for each guest. We offer our team members steady hours, flexible schedules and growth opportunities.
Job Summary
The IT Helpdesk Manager provides technical support to the user community by maintaining the smooth operation of Toojay’s computer systems and providing end user support. This person will also participate in data collection and reporting of quality measures. This is a daytime shift role with onsite and remote working capabilities but will be an on-call position once amply trained.
Primary Responsibilities

• Responsible for assuring users are provided efficient and timely first and second level support on a 7x18 basis.
• Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.
• Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems.
• Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.
• Invokes problem escalation procedures to coordinate recovery.
• Isolates problem trends and coordinates with other IT groups or department training to ensures that permanent solutions are found.
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
• Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through.
• Coordinates training requirements of Help Desk personnel.
• Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s).
• Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments.
• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service.
• Maintains competency and enhances professional growth and development through continuing education and conferences.
• Demonstrated management and decision-making skills concerning Information Technology policies, processes, and procedures, with a proved track record of completing tasks and/or project within budget and on schedule.
• Ability to manage multiple high priority initiatives in a fast-paced environment.
• Performs other duties and responsibilities as assigned by the IT Manager.
• Programming and maintenance of the Point of Sales systems.

What TooJay’s offers:

• Medical, Dental and Vision
• Paid Time Off
• 401(k) with matching
• Training and career growth opportunities
• Discount on all food including catering

Knowledge, Competencies, Physical and Skills Requirements

• Associate degree in a technical area; 2 years helpdesk or a combination of education and experience
• On call for weekend urgent calls
• Familiarity with Point of Sale and restaurant terminology

o Brink POS preferred

• Troubleshoot Microsoft Office Products
• Active Directory experience helpful
• Troubleshoot basic network connectivity issues on-site and over the phone
• Working knowledge of Windows 10, Windows 7, and OSX.
• Knowledge of configuring mobile devices
• Working knowledge of using a helpdesk/ticketing system
• Experience with hospitality – restaurants preferred but not mandatory
• Ability to work independently and as part of a team
• Ability to multi-task as well as prioritize and organize their work
• Excellent written communication skills for technical documentation
• Excellent interpersonal skills to interact with clients face-to-face and over the phone
• Proactive in finding potential issues before they become helpdesk or infrastructure problem(s)
• Excellent follow up on outstanding issues and with users regarding status and closure of incidents/requests