Restaurant IT Service Desk Lead: Team & Ops

Darden Restaurants Inc.; Orlando, Northern (FL, KY); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Darden Restaurants Inc. in Orlando seeks a Service Desk Team Lead to manage the Restaurant Systems Service Desk operations, lead a high‑performing support team, ensure SLA commitments, and drive continuous improvement.

The role requires rotating night/weekend on-call coverage and strong leadership, coaching, and training skills. You will oversee incident prioritization, escalation, and knowledge management to improve first‑contact resolutions.

Qualifications

• 3+ years of experience in a Service Desk leadership role.
• Strong problem-solving in computer, networking, and telecom environments.
• Hands-on experience with IT infrastructure operations and service management.
• Familiarity with ITIL principles and process management.

Responsibilities

• Coordinate daily Service Desk operations to meet goals and SLAs.
• Lead and mentor team members through coaching and one-on-one meetings.
• Develop and implement training plans to enhance team capabilities.
• Ensure proper escalation of incidents in line with SLA requirements.
• Analyze call volumes and KPIs to determine staffing levels.
• Create and manage team schedules and backup coverage.
• Distribute workload and provide guidance to ensure timely and accurate incident resolution.
• Oversee ticket prioritization and incident resolution.
• Drive initiatives to reduce repeat incidents and improve first-call resolution.
• Create and maintain knowledge base articles and report on KPIs.

Skills

Service Desk leadership

Networking

ITIL foundations

Ticketing systems

Performance metrics

Education

BS/BA in MIS, Computer Science, or Business or relevant work experience

Tools

BMC Helix

Job description

Darden Restaurants Inc. in Orlando seeks a Service Desk Team Lead to manage the Restaurant Systems Service Desk operations, lead a high‑performing support team, ensure SLA commitments, and drive continuous improvement.

The role requires rotating night/weekend on-call coverage and strong leadership, coaching, and training skills. You will oversee incident prioritization, escalation, and knowledge management to improve first‑contact resolutions.