Technology Support Operations Lead

McDonald's Corporation; Chicago (IL); On-site; USD 108,000 - 135,000; Full time

Benefits offered by this job

Health insurance

Long-term incentive eligibility

Bonus eligible

Stock/ equity grants

Job summary

McDonald’s Global Technology is seeking a Manager, Technology Support within the US Market Technology Support Team. This role will own end-to-end operational support for restaurant technology products and services and serve as the primary escalation point for complex incidents.

Reporting to the Senior Manager, Technology Support, you will collaborate with Product, Engineering, Deployment, Operations, Vendor Management, and Service Desk to drive service stability and continuous improvement for

Qualifications

• Bachelor’s degree in Business, IT, or related field or equivalent work experience.
• 5+ years of technology support, vendor management, or IT service management.
• Proven ability to use data and metrics to drive SLA performance and vendor improvements.
• Strong communication and stakeholder management to translate business needs to vendors.
• Experience applying ITIL standards to optimize support workflows.

Responsibilities

• Own end-to-end support accountability for assigned restaurant technology products and services.
• Serve as the primary escalation point for complex operational issues affecting restaurants.
• Lead cross-functional incident resolution to restore service quickly and minimize business impact.
• Ensure readiness for new technology entering production; maintain support documentation.
• Partner with engineering, product, and operations to prioritize stability and defect remediation.

Skills

Vendor management

IT service management

Analytical skills

Stakeholder management

Communication

Education

Bachelor’s degree

Tools

PowerBI

Jira

Confluence

ServiceNow

Job description

McDonald’s Global Technology is seeking a Manager, Technology Support within the US Market Technology Support Team. This role will own end-to-end operational support for restaurant technology products and services and serve as the primary escalation point for complex incidents.

Reporting to the Senior Manager, Technology Support, you will collaborate with Product, Engineering, Deployment, Operations, Vendor Management, and Service Desk to drive service stability and continuous improvement for