Restaurant POS IT Manager | Hybrid/Remote

InfoPeople Corporation

Massachusetts

Hybrid

USD 90,000 - 120,000

Full time

14 days+

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Job summary

InfoPeople Corporation is seeking a Help Desk Manager to lead the IT support team overseeing restaurant POS systems across locations. The role combines hands-on POS troubleshooting with strategic leadership, SLA compliance, and process improvements to elevate service quality.

You will manage deployments, coordinate staff scheduling including evenings and holidays, develop knowledge base documentation, and report KPIs to IT leadership. Remote/hybrid options apply depending on location.

Qualifications

Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
5+ years of IT support experience.
2+ years of Help Desk leadership or supervisory experience.
Experience supporting restaurant POS systems in a multi-location environment.
Strong understanding of networking fundamentals (TCP/IP, DHCP, DNS, Wi-Fi).
Experience supporting Windows operating systems and Microsoft 365.
Excellent troubleshooting, organizational, and communication skills.
Certifications such as CompTIA A+, Network+, or Microsoft preferred.
Experience with ServiceNow, Jira, Zendesk, or Fresh Service.

Responsibilities

Lead, mentor, and develop a team of Help Desk technicians.
Schedule staff to provide coverage, including evenings, weekends, and holidays.
Establish performance metrics, conduct evaluations, and provide coaching.
Oversee daily operations and ensure SLAs are met.
Manage ticket queues, prioritize incidents, and escalate as needed.
Develop SOPs and knowledge base documentation.
Provide advanced technical support for POS systems (hardware, software, peripherals, payments).
Coordinate POS installations, upgrades, patches, and rollouts.
Collaborate with vendors to resolve hardware and software issues.