RBI is one of the world’s largest quick service restaurant companies with more than $32 billion in system-wide sales and approximately 26,000 restaurants in more than 100 countries and U.S. territories. RBI owns three of the world’s most prominent and iconic quick service restaurant brands – BURGER KING®, TIM HORTONS®, and POPEYES®.

RBI is looking for a Service Desk Manager to oversee the day-to-day operations of the service desk, manages the technical support team, ensures adherence to Information Technology Infrastructure Library (ITIL) processes, maintains the budget, and manages contracts related to Information Technology (IT) services. In this role, the Service Desk Manager also resolves complex issues escalated by the team.

Essential Functions:

• Manages the technical support team, providing guidance and support to ensure that service level agreements are met and exceeded.
• Monitors service desk metrics and provides regular reports on key performance indicators to senior management.
• Provides technical support as needed to resolve complex issues escalated by the team.
• Ensures adherence to ITIL processes, including incident management, problem management, change management, and service request management.
• Develops and maintains procedures and policies for the helpdesk and ensures they are up to date and aligned with industry best practices.
• Manages the IT budget and ensures expenses are within the allocated budget.
• Manages IT service contracts, including vendor selection, negotiation, and renewal, and ensures service level agreements are met.
• Manages the organization's IT assets, including procurement, deployment, maintenance, and tracking.
• Develops and maintains an asset tracking system to ensure all assets are properly tracked and maintained.
• Work collaboratively with other IT teams to resolve issues and ensure that the service desk is aligned with overall IT strategy.
• Identify areas for process improvement and implement changes to increase efficiency and effectiveness.

Skills and Qualification:

• A bachelor's degree in information technology is required.
• Seven years of experience managing a helpdesk or technical support team is required.
• Knowledge of helpdesk and service desk software, such as ServiceNow.
• Proficiency in Microsoft Office Suite and Windows operating systems.
• Familiarity with networking technologies, such as routers, switches, and firewalls.
• Knowledge of cloud computing platforms, such as AWS.
• Experience with endpoint management and security tools, such as SCCM, Intune, or Jamf.
• Familiarity with virtualization technologies, such as VMware or Hyper-V.
• Knowledge of IT procurement processes and vendor management.
• Understanding of IT infrastructure components, including servers, storage, and network equipment.
• Familiarity with IT security principles and best practices.
• Experience with asset lifecycle management, including retirement and disposal processes.
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Certifications/Licenses

• Microsoft Technology Associate (MTA) preferred. HDI Support Center Team Lead Certification highly preferred.
• Comptia A+ certification preferred.
• CCINT 1 and 2 certifications preferred.
• ITIL Foundations certification preferred.
• Cisco Certified Network Associate certification preferred.
• Microsoft Certified Solutions Expert certification preferred.

Benefits:

• Competitive salary and benefits
• Relocation assistance

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.