Team Lead, Service Desk

Recipe Unlimited Corporation is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, St.Hubert, The Keg, Montana’s, Kelseys, Pubs, Bier Markt, East Side Mario’s, Landing Group, New York Fries, the Burger’s Priest, The Pickle Barrel & Catering, State and Main, Elephant and Castle and Original Joe’s. With this diverse portfolio of restaurants our Home Office Teammates have the opportunity to work on a wide variety of some of the most popular, well-loved brands in Canada. Variety isn’t the only thing we offer – we are passionate about our industry, we celebrate and support diversity of thought, we are innately curious and encourage our Teammates to take ownership. Above all else, we believe in doing the right thing for our people, our communities and our planet.

The Service Desk Team Lead will be part of the Recipe Unlimited IT Service Desk team and will work closely with the Service Desk Manager to provide support to the Back of the House computer and POS systems, phone/internet connectivity, Back Office Software and general Recipe Unlimited Restaurant infrastructure. The Recipe Unlimited Service Desk team is operational 22 hours a day, 7 days a week, 364 days a year. The candidate will be required to work rotating shifts as part of the Service Desk team. The Recipe Unlimited Service Team Leader is the second point of contact for the Recipe Unlimited restaurants and as such excellent listening, conflict resolution, communication and situation management skills are critical. An important component of this role is the ability to mentor and coach Service Desk Analysts.

Responsibilities

• Work both as a part of the IT and Restaurant operations teams to exchange accurate and timely information
• Be the subject matter expert on various Recipe Unlimited restaurant infrastructure such as POS, Back Office Systems and restaurant applications
• Continually update customers and Service Desk team on Incident status until resolution
• Take control of, understand, troubleshoot and resolve escalated customer issues from start to finish
• Mentor and coach Service Desk Analysts
• Follow-up with external service providers and other IT functions until call Incident/Request is resolved
• Take calls and handle tickets when needed
• Effectively communicate outages and system failures using available tools
• Provide escalated operational, application and technical support via the phone and remote support capability to Recipe Unlimited restaurants
• Continually update knowledge base material used by Service Desk Analysts
• The Recipe Unlimited Service Desk is operational 22 hours a day, 7 days a week and 364 days a year (excluding Christmas)
• Follow and enforce all Recipe Unlimited procedures and policies
• Monitor and enforce Service Desk practices such as logging all calls, ticket follow up, phone support and attendance
• Proactively escalate issues as necessary within IT, Operations or to external vendors

Skills/Education

• Strong general computer skills with the ability to learn applications and tools
• Bilingualism in English/French is a definite asset
• Strong customer service skills
• A+ and Network certification is ideal
• Knowledge of and experience using Gsuite or Microsoft Operating Systems and Office applications such as Word, Excel, Access and Outlook
• Excellent communication skills, both written and verbal
• Proven ability to handle conflict and diffuse difficult situations
• Proven ‘talk and type’ skills
• Good working knowledge of computer architecture and networking
• Experience with a ticket management tool such as Zendesk, Cherwell or Remedy
• Experience with communications software such as RemoteWare
• Experience or knowledge monitoring call center telephone queues (Avaya, Cisco etc.)
• Demonstrated ability to troubleshoot and search for solutions using available tools
• Proven track record of motivating and leading individuals to achieve targets
• Experience with Point of Sale hardware, software, menu management support such as IBM, Micros, and Simphony
• Proven ability to assess, prioritize and work with shifting goals
• Ability to cross train level 1 analysts
• ITIL Certification an asset
• Restaurant management experience is an asset

What’s in it for you?

• Career advancement opportunities with a company that owns some of Canada’s most iconic restaurant brands
• A welcoming, fun and safe work environment founded on respect
• You’d be joining a close-knit, innovative team of creative and energetic go-getters
• You’d be a part of Canada’s largest full-service restaurant company that leads the industry in size and innovation
• 20% associate discount dining card and monthly dining allowance valid at participating Recipe brands
• Flexible/Hybrid work environment
• Industry-leading benefits, wellness programs, and total rewards programs

Recipe is committed to providing a diverse, equitable and inclusive workplace. Celebrating people, being passionate and curious, owning it, and doing the right thing are the values that guide how we build our teams, support our franchisees and create a company that unlocks the full potential of everyone.

Recipe is dedicated to providing accommodations in accordance with applicable human rights and accommodation legislation. For individuals that require accommodations please contact [email protected].