Supervisor Store Support

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

They say you are the company you keep - and at Cracker Barrel, we take that seriously. At the Store Support Center, we’re in the business of serving those who serve our guests. Whether you’re designing solutions, telling our story, or setting our teams up for success, your work makes a difference every single day. Here, the work means more because we take pride in doing it together. So, join our team and find your place, because here...we’re all in good company.

What You'll Do - You'll Make The Moment

• 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.
• Bachelor of Science / Bachelor of Arts degree or equivalent experience. Help desk experience in a similar environment.
• ITILV4 (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.

Focus on You

• Good Work Deserves Good Pay: Competitive Annual Salary | Annual Bonus Opportunities
• Support That Goes Beyond the Clock: Medical, Rx, Dental and Vision Benefits on Day 1| Life Insurance and Disability Coverage | Paid Vacation/Employee Assistance Program
• Grow and Thrive Your Way: Business Resource Groups | Tuition Reimbursement | Professional Development
• Culture of Belonging: Support that starts on day one | Onboarding, training, and development to help you thrive | Recognition programs and employee events that bring us together
• Invest in Your Future: 401k Plan with Company Matching Contributions at 90 days | Employee Stock Purchase Program
• More Perks, Just Because: 35% Discount on Cracker Barrel Food and Retail items | Exclusive Biscuit Perks like discounts on home, travel, cell phones, and more!

A Little About Us

Since 1969, Cracker Barrel has been a place to gather around delicious food, abundant servings, unexpected finds, and a warm welcome. Over time, it's become even more - somewhere folks can reconnect and feel at home. With more than 70,000 team members nationwide, we take pride in our roots -- always serving up more than a meal.

Cracker Barrel is an equal opportunity employer.

Qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, genetic information, national origin, age, marital status, medical condition, disability or any other class expressly protected by law.