[Hiring] Field Services IT Tech Lead @Aramark

Role Description

The Field Services IT Tech Lead is the liaison between the field, tech vendors, and corporate IT, primarily for the Southeast Region.

  • 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. These efforts may span outside of the normal operating regions.
  • 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 IT Service Management (ITSM) 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.
  • 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.
  • Some off hours (nights/weekend) support and deployment work expected based upon severity of outage or project.

Qualifications

  • 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 Service Now software.
  • Ability to travel up to 60%.

Company Description

At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for our employees and for our customers. In order to meet our commitments, job duties may change or new ones may be assigned without formal notice.

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