The Lead Technology Operations Analyst oversees cross-functional teams to understand complex solutions and integrations, as well as drive releases to improve solutions. This role focuses on delivering high‑quality operational outcomes within a defined technology domain by designing, executing, and continuously improving processes, automations, and technical workflows. As a specialized subject matter expert, this position supports Inspire Brands’ technology ecosystem by identifying gaps, recommending enhancements, and optimizing capabilities within the assigned area of focus.
The role requires strong communication skills, effective vendor coordination, and the ability to troubleshoot and resolve issues across hardware, software, and integrated solutions. It also contributes to ongoing process refinement, readiness for QA/UAT, and ITIL/SDLC execution, ensuring reliable service delivery and real‑time transparency for customers and stakeholders. Additionally, this role mentors peers, partners with engineering and help desk teams, and supports the future evolution of tools and technologies to improve efficiency, quality, and business outcomes across the organization.
RESPONSIBILITIES
Effectively design, continuously improve, coordinate and complete all tasks necessary for successful execution, ensuring all assigned work is delivered on time using runbooks, automations, artificial intelligence, and established processes.
Specialize in your area of focus, including but not limited to identification and solution recommendations for potential gaps, process improvement areas, innovative opportunities and continuous learning in your area of subject matter expertise.
Have an ownership mindset where you are actively supporting, influencing, driving, and/or designing the future of your area of focus.
Effectively communicate with stakeholders as a subject matter expert, to prevent errors, ensure success, and manage expectations. Clearly and accurately communicate with customers, stakeholders, engineering teams and leaders regarding supported technology, capability optimization and future capabilities as defined by role; including partnership to drive business needs forward.
Have a strong understanding of how these technologies interact with components across the organization and take actions to ensure success across the organization.
Manage vendor performance and build vendor partnerships that result in positive outcomes for Inspire Brands throughout the business relationship.
Influence, and/or own, as appropriate the vendor’s roadmap, participation in commercial negotiations, coordinate commercial engagements and ensure vendors meet contractual, operational, and service‑level commitments.
Influence & refine future development/improvements, identify gaps and recommend areas for process improvements and/or new tools for success.
Mentor routinely both junior team members and peers, to ensure they are successfully prepared for growth opportunities and have success throughout the employee lifecycle.
Maintain high quality in accordance with company standards and best practices and proactively identify and suggest areas for improvement.
Manage & execute Requests, Projects, Incidents/Cases, and Problems through designated ITIL/SDLC processes to ensure customers’ real-time visibility of service status.
Perform basic and advanced triage on reported defects to validate issues, identify configuration errors, and gather necessary and/or analyze necessary logs for a resolution. Includes partnership with help desk teams for ongoing support.
Develop and execute processes that ensure that hardware, software and appropriate integrations are ready prior to being turned over for QA/UAT efforts.
L2/L3 Support
Be able to create, write, debug and update scripts in a variety of languages, including, but not limited to PowerShell, Python and other brand-based languages.
Demonstrate strong, hands-on, understanding of restaurant technology including, networking, POS, BOS, System Integrations, Drive Thru, Audio/Visual, Payments etc.
Recommend, design and manage software and integration support after deployment to production.
Actively source methodologies, platforms and scripts to “shift left”, moving support closer to the end user than specialized technicians.
Have a strong understanding of how these technologies interact with components across the organization and take actions to ensure success across the organization; proactively alert possible issues prior to full scale deployment of software and/or hardware.
EDUCATION AND EXPERIENCE QUALIFICATIONS
Strongly Desired: Bachelor's Degree
Seven to ten years of progressive, relevant IT experience such as system configuration and implementation experience
Expert knowledge of relevant applications and technical platforms.
Expert experience with Microsoft Operating Systems and associated software such as Microsoft Office
Proficient knowledge of at least one other operating system such as iOS, Android, Linux etc.
Expert knowledge with ITSM frameworks such as ITIL
Proven track record of supporting multi-modal and geographical disparate locations
Expert experience in building business and technical requirements
REQUIRED NOWLEDGE, SKILLS, OR ABILITIES
Excellent customer service skills. Must be empathetic and continually solving problems through the eyes of the user
Proven track record of providing effective team leadership
Excellent verbal and written communication, with an emphasis on being able to present technical topics in an easy-to-understand way for non-technical customers
Extremely well organized (including good project and time management skills) and high attention to detail
Collaborate strongly with business partners, generally a combination of individual contributors, managers, directors, vice presidents and executives, through a service mindset
Strong partnering skills and a service leadership mindset are required
Proven track record of team member development outside of formal channels
This position is based in our Atlanta Support Center, with an expected on-site presence of 80%.
We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.
Skills Required
- Seven to ten years of progressive, relevant IT experience, including system configuration and implementation experience
- Expert knowledge of relevant applications and technical platforms
- Expert experience with Microsoft operating systems and associated software such as Microsoft Office
- Proficiency with at least one additional operating system, such as iOS, Android, or Linux
- Expert knowledge of ITSM frameworks such as ITIL
- Experience supporting multimodal and geographically dispersed locations
- Expert experience building business and technical requirements
- Strong hands-on understanding of restaurant technology, including networking, POS, BOS, system integrations, drive-thru, audiovisual, and payments
- Ability to create, write, debug, and update scripts, including PowerShell and Python
- Excellent customer service, communication, organization, project management, and time management skills
- Proven team leadership and team member development experience
- Bachelor's degree
Inspire Brands Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Inspire Brands and has not been reviewed or approved by Inspire Brands.
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Healthcare Strength — Comprehensive health coverage, mental health support, disability insurance, and related programs are emphasized for support‑center and eligible management roles. Materials also reference options like HSAs and EAPs as part of a broad healthcare offering.
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Leave & Time Off Breadth — Unlimited PTO is highlighted for support‑center roles alongside paid leaves such as parental and adoption assistance. Feedback suggests these time‑off elements are a core part of the corporate employee value proposition.
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Wellbeing & Lifestyle Benefits — Employee food discounts, on‑site amenities (e.g., gym, snacks, and similar perks), and lifestyle programs add tangible day‑to‑day value. Additional benefits like commuter options, financial wellness tools, and pet insurance further broaden the package.
Inspire Brands Insights
What We Do
Inspire Brands was founded in February 2018 with a vision to invigorate great brands and supercharge their long-term growth. In an industry facing increasing disruption, our leaders saw an opportunity to build a restaurant company unlike any other – one that brings together differentiated yet complementary brands and aims to make them stronger than they would be on their own. Found inherently in the purposes of our family of brands, we identified a common thread between our restaurants – the capacity to inspire. From guest experience to career development to community well-being, Inspire plays a role in the lives of millions of people every day.
