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Carrols Restaurant Group, Inc., a growing company located in Syracuse, NY, and one of the largest restaurant companies in the U.S., has an excellent opportunity in our Restaurant Systems department for a full-time Help Desk Manager.

Essential Functions:

Set objectives, develop, lead and manage a team of Help Desk Supervisors, Analysts and Representatives, in a 24/7 environment.


The following is a summary of the skills, knowledge and experience necessary to be successful in this position.

  • Manage Help Desk team and resources to effectively address requests.
  • Create ongoing development and documentation of Help Desk standards and procedures.
  • Stays focused on solutions and develop new approaches to different problems.
  • Provide daily, weekly and monthly Help Desk reporting.
  • Provide direction & feedback to subordinates regarding day-to-day support activities.
  • Identify and create the necessary processes to streamline and improve Help Desk productivity.
  • Monitor and report on current trends to develop and maintain Help Desk solutions.
  • Delegate & follow up to ensure the work meets our objectives
  • Motivate subordinates to exceed job expectations
  • Develop training programs that will provide the help Desk team members the skills needed to support new and existing hardware and software platforms.
  • Prioritize individual and/or group projects as changing work demands arise
  • Coordinate schedules and tasks to ensure timely & accurate completion
  • Complete employee performance appraisals
  • Develop annual budget and manage expenses for the department.
  • Other duties as assigned.
  • Supervisory Responsibilities:
  • Provide leadership and apply a positive attitude for the Help Desk team.
  • Act as an escalation path for the Help Desk
  • Provide support to the Help Desk team insuring that training and development needs are identified and met.
  • 5 years of Help Desk experience is required and 3 or more years of Help Desk supervisory/management experience is required. Experience in POS and Back Office applications is desired, as well as restaurant industry experience. Familiarity with a 24-hour Help Desk environment is desired.

    Carrols offers a competitive compensation and benefits package.

    Equal Opportunity Employer

    Associated topics: deskside, desktop, help, information technology, network, pc, support analyst, support specialist, technician iv, technology

    * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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