Help Desk Lead Job (Irvine, CA, US)

Taco Bell Corporation is the largest Mexican-style restaurant chain in the world, with annual system wide sales exceeding $6 billion. The vision at Taco Bell is to exceed expectations every day in everything we do. So it's no wonder that we're part of Yum! Brands, Inc., the largest restaurant company in the world. To keep up with our rapid growth, we are looking for talented individuals who share our values of teamwork, respect, accountability, integrity and innovation.

The Help Desk is responsible for providing 24/7 support to 4,500 Taco Bell restaurants throughout the United States and is critical to the success of the restaurants. This position is responsible for supervising and leading the daily operations of the 24/7 Help Desk staff; providing escalation support for all technology issues in both company and franchise restaurants; ensuring that department goals and timelines are achieved through effective supervision and leadership of staff and efficient use of resources; and coaching, mentoring and developing team members to improve overall team performance and customer satisfaction.

· Provide leadership and guidance to Help Desk Analyst working night or graveyard shift.

· Development focus on Help Desk analyst to build bench strength for the team.

· Monitor open calls reaching SLA and work with analyst, or other team members for resolution.

· Continuously monitor nightly call volume as related to departmental goals and make appropriate staffing adjustments.

· Write and administer midyear IDP’s, Performance Evaluations, and 360 Feedback for direct reports.

· Conduct bi -weekly 1on1 sessions with direct report to discuss metrics, project updates, concerns, new initiatives, performance, and development.

· Promptly handle escalated service issues and primary contact for vendor escalations.

· Support the recognition program developed by Taco Bell and the Help Desk.

· Participate in the planning of future initiatives as directed by management.

· Work with analysts, and Trainer to maintain and update the internally and externally Knowledgebase and for HDE.

· Effectively support and deliver senior management goals and policies.

· Responsible for managing 5 -8 direct reports.

· BA/BS degree or equivalent experience

· Customer service experience required (7-8 years)

· Restaurant or RGM experience preferred (2-3 years)

· Previous Help Desk experience preferred (3-5 years)

· Strong leadership skills

· Good organizational skills & ability to multitask well.

· Strong oral and written communication skills

· Strong problem solving ability

· Strong knowledge of the business

· Beginning financial skills

· Strong facilitation/presentation skills

· Good computer concepts (Operating Systems commands and scripts(UNIX, NT, OS2 etc., PC Fundamentals,)