Manager - International Technology Support

The Wendy's Company•Columbus, OH

1d•$105,000 - $184,000•Onsite

About The Position

When our square shaped burgers made their first sizzle on the scene more than 50 years ago, people knew our approach wasn’t like any other. Same goes for the way we support our employees. Our culture of openness, flexibility, and inclusiveness allows everybody to flourish in their own way. If you’re looking for a career where you can be part of the action as we continue to grow our iconic brand – We got you! The Manager of International Helpdesk Support oversees service desk operations, ensuring high quality incident resolution and alignment with industry best practices. This leader manages and monitors international helpdesk teams, driving timely incident handling, root cause analysis, and the implementation of preventative and continuous improvement measures. They elevate the customer experience across all regions by managing escalations, optimizing support journeys, and leveraging knowledge management, event management, and service delivery enhancements. The role partners closely with regional operators to ensure clear communication, operational alignment, and consistent support for international markets.

Requirements

Knowledge of restaurant operations & experience (3 years) or equivalent IT operations experience in incident management and problem management for large enterprises.
Strong written and verbal communication skills.
Organization & time management skills.
ITIL v4, Lean/Six Sigma Certification.

Nice To Haves

Bachelor’s Degree in Computer Science or related field is preferred.

Responsibilities

Provide strategic guidance and oversight for the International Help Desk, including daily operations, SLA compliance across contractual agreements, identification and escalation of recurring issues, and regular reporting on team performance and outcomes.
Develop, implement, and continuously refine SLAs to align with organizational needs.
Align and Implement best practices for Incident Management, Knowledge Management, Event Management, and Continuous Improvement.
Optimize Customer Experience through improved customer journeys and effective execution of service governance programs.
Provide issue identification, summarization, and escalation to Regional Leaders & Technology Leaders to drive resolution and improvements in technical solutions impacting restaurant operations.
Analyze data to report on issue trends, patterns and insights to inform and shape future technology strategies.
Stay informed of the latest developments / innovations in the international restaurant technology field, including new products and services.
Participate as a Subject Matter Expert for technology projects that are dictated by current business needs and technological developments.