Field Services IT Tech Lead - Southeast Region

Aramark•Orlando, FL

1d•Remote

About The Position

The Field Services IT Tech Lead serves as the primary liaison between field operations, technical vendors, and corporate IT, specifically for the Southeast Region. This role is crucial for maintaining customer satisfaction and ensuring smooth technology operations within the region.

Requirements

Five to seven years of experience with a progression of responsibility, including in-depth, hands-on expertise with large and complex hospitality and point of sale solutions.
Strong analysis, organization, communications, and interpersonal skills.
Project management skills are essential.
Solid proactive decision-making skills are required.
Experience with hospitality customer technologies is required.
Excellent analytic skills.
Knowledge of ITIL practices and Service Now software.
Ability to travel up to 60%.

Responsibilities

Supports the Regional IT and Field Service Directors in maintaining customer satisfaction by resolving issues with the help of Technical Support teams.
Ensures a positive customer experience by collaborating with Account and Support teams for professional handling, timely communications, and resolution of support requests.
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete.
Leads technology mobilizations for new account openings and technology decommissioning for departing accounts, potentially spanning outside normal operating regions.
Manages projects assigned by the Field Service Director, informed by insights from the Regional IT Director and regional leadership.
Participates in technology deployments, ensuring projects remain on task and on time to meet customer demand, and communicates status prior to potential issues.
Utilizes IT Service Management (ITSM) policies to meet the objectives of the Collegiate Hospitality Field Service Team.
Ensures a high level of quality assurance and customer service is maintained.
Engages the regional Community of Tech to train local technical leads on process improvements, deployment standards, and support training.
Performs additional tasks as assigned by the supervisor.
Provides off-hours (nights/weekends) support and deployment work based on outage severity or project needs.