Regional Technology Lead - West Region

Aramark•Phoenix, AZ

23h•Remote

About The Position

The Region Technology Lead serves as the primary liaison between field operations, technology vendors, and corporate IT, specifically for the West Region. This role is crucial for maintaining customer satisfaction by resolving technical issues, ensuring a positive customer experience through collaboration with account and support teams, and managing technology deployments and decommissioning for client accounts. The position requires strong analytical, organizational, communication, and project management skills, with a focus on proactive decision-making and adherence to IT Service Management (ITSM) policies. The role also involves training local technical leads and may require off-hours support.

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.
Strong project management skills.
Solid proactive decision-making skills.
Experience with hospitality customer technologies.
Excellent analytic skills.
Knowledge of ITIL practices.
Knowledge of 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.
Ensures 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.
Leads technology mobilizations for new account openings and technology decommissioning for departing accounts.
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 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.
Ensures 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.
Performs additional tasks as assigned by the supervisor.
Provides off hours (nights/weekends) support and deployment work based upon severity of outage or project.