Store Support Supervisor — IT Service Excellence

Cracker Barrel; Lebanon (TN); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive salary and bonus

Medical, Rx, Dental, Vision benefits

Life Insurance & Disability

Paid vacation

Tuition reimbursement

Professional development

401k with company match

Employee stock purchase plan

Cracker Barrel discount

Exclusive Biscuit perks

Job summary

Cracker Barrel is seeking a Store Support Center leader to supervise IT and help desk operations, ensuring top-tier service for stores and remote users. You’ll oversee staff, monitor budgets and metrics, and align processes with ITIL standards.

You will shape technology choices, collaborate with departments, and drive continuous improvement to deliver reliable support and enhanced guest experiences.

Qualifications

• Bachelor’s degree or equivalent experience; help desk experience in a similar environment.
• ITIL v4 (preferred).
• Knowledge of software and hardware systems.
• Excellent customer service skills.
• Teamwork and collaborative skills.
• Ability to learn and adapt to changing technology.
• Excellent written and oral communication skills.
• Strong organizational skills.
• Demonstrated leadership abilities.
• Excellent analytical, problem solving, and decision making skills.
• Experience providing excellent customer service using ITIL methodology.

Responsibilities

• Supervises staff.
• Monitors service levels for stores and remote users.
• Monitors productivity metrics.
• Administers budget.
• Determines technologies and tools to provide best service.
• Develops relationships with other departments.
• Creates and maintains internal processes in line with ITIL standards.

Skills

Leadership

Customer service

Written & verbal communication

Organizational skills

Problem solving

Adaptability

Analytical skills

Teamwork

Decision making

Education

Bachelor’s degree or equivalent experience

Tools

ITIL

Job description

Cracker Barrel is seeking a Store Support Center leader to supervise IT and help desk operations, ensuring top-tier service for stores and remote users. You’ll oversee staff, monitor budgets and metrics, and align processes with ITIL standards.

You will shape technology choices, collaborate with departments, and drive continuous improvement to deliver reliable support and enhanced guest experiences.