Information Technology Operations Manager – WKS 2735 – Support Center Cypress, CA (Cypress, CA)

WKS Restaurant Group; Cypress (CA); Remote; USD 80,000 - 110,000; Full time

Job summary

A fast-growing restaurant company is seeking an IT Operations Manager to lead their IT team, manage technical operations and vendor relationships. You will ensure efficient technology experiences across multiple locations while fostering collaboration and process improvements within a dynamic setting. Candidates should have 3–5 years of experience in IT operations, with strong communication skills and a proactive approach to technology-driven solutions.

Qualifications

• 3–5 years of experience in IT operations or help desk management.
• Strong communicator with experience in multi-location environments.
• Prior leadership or team management experience is preferred.

Responsibilities

• Manage a team of help desk agents and field technicians.
• Oversee vendor relationships and coordinate hardware upgrades.
• Ensure execution of IT security policies and processes.

Skills

Process improvement

Vendor management

Team leadership

Technical communication

Tools

Zendesk

Notion

Google Workspace

Domo

n8n

Job description

Job Title: IT Operations Manager

Location: Remote (U.S.-based) with quarterly in-office visits

Department: Information Technology

Reports To: SVP of IT

Employment Type: Full-Time, Salaried

About the Role

WKS is seeking an experienced IT Operations Manager to join our IT leadership team and help drive operational excellence across our 400+ quick‑service restaurant locations. You’ll oversee our help desk and field technicians, manage vendor relationships, and work closely with our franchisor and operations teams to ensure seamless in‑store technology experiences for both crew and customers.

If you enjoy process improvement, cross‑functional collaboration, and mentoring a capable IT team — and want to work in a dynamic, fast‑paced environment — this role is for you.

What You’ll Do

Leadership & Management (60%)

• Manage a team of 2 help desk agents and 4 field technicians (2 FT, 2 PT)
• Act as an escalation point for tickets, outages, and vendor issues
• Set priorities and allocate workloads in coordination with the SVP of IT
• Interface with Operations leadership to resolve complex store‑level issues
• Lead vendor relationships and negotiate contracts, pricing, and SLAs
• Oversee projects like hardware upgrades, remodel coordination, and billing cleanup

Technical Oversight (40%)

• Maintain admin‑level access to Zendesk, Notion, and Google Workspace
• Ensure proper execution of user provisioning/deprovisioning processes
• Review and refine IT security policies and processes
• Lead quarterly SOX compliance reviews (e.g., user access audits)
• Support and oversee internal documentation, SOPs, and runbooks
• Track asset inventory (lightweight process currently)
• Manage or supervise API‑based automations and integrations (n8n)

Tools We Use

• Zendesk (ticketing, task tracking)
• Notion (projects, documentation)
• Google Workspace (email, chat, docs)
• Domo (business insights)
• n8n (automation)

Who You Are

• Curious about technology‑driven automations and process improvements
• Strong communicator and relationship‑builder across technical and non‑technical teams
• Comfortable managing vendors, contracts, and expectations
• Familiar with QSR operations or POS systems (Aloha experience is a major plus)
• Naturally organized, process‑oriented, and proactive
• Technical enough to understand infrastructure and systems — but energized by coaching people and improving processes
• Comfortable working remotely, with occasional in‑office visits

Preferred Experience

• 3–5 years of experience in IT operations, help desk management, or similar
• Background in multi‑location retail or restaurant environments
• Prior leadership or team management experience
• Experience working with franchisors is a strong plus
• No certifications required — we care more about problem‑solving, empathy, and follow‑through