Restaurant IT Service Desk Team Lead

Darden; Orlando (FL); On-site; USD 70,000 - 100,000; Full time

Job summary

Darden is seeking a Service Desk Team Lead in Orlando to oversee the Restaurant Systems Service Desk operations. You will guide a high-performing support team to meet SLAs and drive continuous process improvements.

The role requires leadership experience, strong IT problem-solving skills, and hands-on IT infrastructure knowledge. You will manage staffing, incident escalation, and reporting while staying current with industry trends and best practices.

Qualifications

• 3+ years of experience in a Service Desk or Call Center leadership role.
• Strong problem-solving skills in IT infrastructure and telecom environments.
• Hands-on experience with IT operations and service management.
• Familiarity with ticketing systems such as BMC Helix or similar.
• Proven ability to meet or exceed performance metrics (e.g., speed to answer, abandonment rate).

Responsibilities

• Coordinate daily Service Desk operations to meet goals and SLAs.
• Lead and mentor team members through coaching, performance feedback, and one-on-one meetings.
• Develop and implement training plans to enhance team capabilities.
• Address employee concerns and administer disciplinary actions when necessary.
• Ensure proper escalation of incidents in line with SLA requirements.
• Analyze call volumes and KPIs to determine staffing levels and schedules.
• Oversee incident prioritization, review escalated incidents, and drive RCA initiatives.
• Produce regular performance reports and maintain knowledge base articles.

Skills

Leadership

Problem-solving

IT infrastructure

Service management

Communication

Education

BS/BA in MIS, CS, or Business

Tools

BMC Helix

Job description

Darden is seeking a Service Desk Team Lead in Orlando to oversee the Restaurant Systems Service Desk operations. You will guide a high-performing support team to meet SLAs and drive continuous process improvements.

The role requires leadership experience, strong IT problem-solving skills, and hands-on IT infrastructure knowledge. You will manage staffing, incident escalation, and reporting while staying current with industry trends and best practices.