What are the responsibilities and job description for the Senior IT Support Manager position at Raising Cane's?
Company Description
At Raising Cane’s Chicken Fingers®, we serve only the most craveable chicken finger meals – it’s our One Love! Known for our great Crew and cool Culture, we follow a Work Hard. Have Fun. philosophy. Raising Cane’s is the fastest-growing chicken concept around and is on track to be a Top 10 Restaurant Brand in the United States. Each Crewmember is important to our rapid growth and enduring success. Now is your chance to join the Team and Raise The Bar!
Job Description
The Senior IT Support Manager delivers fast, reliable, Crew-focused technology support to Raising Cane’s Restaurant Support Offices (RSO), field, and Business Unit (BU) teams. This role leads end-user support to ensure Crew and Leaders have the tools they need to support Restaurants that consistently deliver the Perfect Box, while providing a high-quality, high-touch experience for senior leaders and reinforcing Raising Cane’s culture and values.
Your Impact and Responsibilities:
- Define and execute an end-user support strategy aligned with business objectives, Restaurant operations, and service expectations
- Establish, monitor, and continuously improve KPIs, SLAs, and service delivery standards
- Lead and develop end-user support teams with a strong focus on accountability, urgency, and a customer-first mindset
- Deliver high-touch, white-glove IT support for senior leadership, including meetings, travel, and critical business events
- Manage onsite and remote desktop support across corporate-manage and BYOD Mac/MacBook environments, ensuring timely incident and request resolution
- Oversee endpoint provisioning, configuration, deployment, and lifecycle management for laptops, tablets, and related devices
- Partner with Infrastructure and Security teams to deliver stable, compliant, and secure endpoint environments
- Optimize ticket workflows, escalation paths, and knowledge base usage to reduce volume through root-cause resolution
- Ensure adherence to IT security policies, endpoint patching, protection, and incident response standards
- Manage vendor relationships, hardware procurement, inventory, and asset lifecycle to maintain cost-effective, high-quality support
Qualifications
- 7 years of IT support experience, including 3 years in leadership roles
- Demonstrated experience leading desktop or end-user support teams
- Strong proficiency supporting Mac/Apple and Windows devices, with a strong emphasis on MacBook support
- Working knowledge of SMB-level networking
- Experience providing executive or VIP technology support with a high level of professionalism and discretion
- Solid understanding of ITIL or similar service management frameworks
- Strong leadership, communication, and stakeholder management skills
Preferred Qualifications:
- Bachelor’s degree in Information Technology or related field
- ITIL (v3/v4), HDI, or similar certification
- Experience supporting multi-site or enterprise environments
- Familiarity with endpoint management tools such as Intune, Ivanti Neurons, SCCM, or JAMF
Additional Information
All your information will be kept confidential according to EEO guidelines.
Terms of Use
Privacy Policy
Candidate Privacy Notice
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.