IT HELP DESK MANAGER

Mendocino Farms Talent Acquisition Team•Dallas, TX

22d•$110,000 - $120,000

About The Position

At Mendocino Farms, we don’t just sell sandwiches – we Sell Happy! Our Technology team supports both store-level and corporate systems that keep our restaurants running efficiently and our teams focused on creating memorable guest experiences. We believe technology should serve hospitality—not the other way around. Our IT team exists to make our restaurants more efficient, our people more empowered, and our guests more delighted. We value curiosity, collaboration, and the courage to improve every day. The IT Help Desk Manager serves as the bridge between restaurant operations and technology. You’ll oversee day-to-day IT help desk operations, supervise a small team of Help Desk Technicians, and manage restaurant systems. You’ll partner cross-functionally with Operations, HR, and Marketing to deliver technology that supports growth, enhances team member productivity, and strengthens the guest experience.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent hands-on experience).
4-5 years of IT experience supporting retail or restaurant operations; 1-2 years in a leadership or supervisory capacity.
Strong working knowledge of restaurant systems. Preferred: TOAST POS & OLO
Proven experience leading IT support or help desk functions in a multi-location environment.
Excellent leadership, interpersonal, and communication skills—able to translate technical concepts for non-technical audiences.
Strong organizational and project management skills with ability to prioritize competing demands.
Hands-on troubleshooting expertise across hardware, software, network, and cloud applications.
Service-first mindset and passion for empowering restaurant teams.

Responsibilities

Supervise, mentor, and develop the IT Help Desk team; ensure timely and professional support for all restaurant and corporate technology needs.
Establish & enforce SLAs, workflows, and escalation paths for IT incidents and service requests.
Monitor performance metrics, ticket volumes, and recurring issues to drive process improvements and proactive support strategies.
Serve as primary administrator and subject matter expert for key restaurant technologies.
Oversee deployment of POS, KDS, printers, tablets, and other restaurant hardware and maintain IT asset inventory, device lifecycle, and user account management.
Help manage regional vendor relationships and service agreements related to network, hardware, and SaaS systems.
Collaborate with cross-functional teams to evaluate, test, and deploy new technologies and integrations that improve restaurant operations.
Document and maintain system configurations, support procedures, and user guides.
Hold the Help Desk team accountable to IT policies and adherence to security and compliance standards.
Champion change management and communication for new technologies and tools.