Regional Technology Lead - West Region

Aramark•Phoenix, AZ

1d•Remote

About The Position

The Region Technology Lead is the liaison between the field, tech vendors and corporate IT, primarily for the West Region. The person for this role is expected to perform additional tasks as assigned, and the job description outlines the principal functions without providing an exhaustive list of all potential duties. The supervisor may assign logically related duties beyond those explicitly mentioned. Some off hours (nights/weekends) support and deployment work expected based upon severity of outage or project.

Requirements

Five to seven years of experience with a progression of responsibility, but not limited to, in-depth, hands-on expertise with large and complex hospitality and point of sale solutions.
Strong analysis, organization, communications, interpersonal skills, and 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 ServiceNow 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.
Ensure a positive customer experience by collaborating with both the Account and Support teams to ensure 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 the customer communication is complete.
Lead technology mobilizations for new account openings and technology decommissioning for departing accounts. These efforts may span outside of the normal operating regions.
Manage 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 meeting the customer demand. Communicates status prior to potential issues.
Utilizes ITSM (IT Service Management) policies to meet the objectives of the Collegiate Hospitality Field Service Team.
Ensure a high level of quality assurance and customer service is maintained.
Engages regional Community of Tech to train local technical leads on process improvements, deployment standards and support training.