Service Desk Senior Manager Job (Irvine, CA, US)

Taco Bell, a part of Yum! Brands, has been repeatedly named as one of the Best Places to Work in Orange County. We have high standards for ourselves; Yum commits to consistently deliver 10% EPS growth each year. Our success comes from the belief that our people's capabilities are our greatest asset, and investing in you is our top priority.

Yum! Brands, Inc. is the world's largest restaurant company with more than 38,000 restaurants in over 100 countries and territories and more than 850,000 employees worldwide. We are the leading restaurant retailer in many emerging markets. Our restaurant brands -- KFC, Pizza Hut and Taco Bell -- are the global leaders of the chicken, pizza and Mexican-style food categories respectively.

Job Description:

Lead and grow a high performing Service Desk team supporting restaurant technology solutions in 6,500 US restaurants. This leader will be part of a dynamic team responsible for delivering service and value excellence for our restaurant technology portfolio. The role requires strong communication skills working with franchise owners, collaboration across IT and brand functions and vendor partnership to support restaurant technologies.

Job Responsibilities:

- Direct a high-performing team of 85+ creating an operational environment servicing restaurant technologies
- Develop and lead a culture of quality, consistency, continuous improvement and teamwork
- Communication to field leaders, vendor partners and brand requires business, technical and customer service acumen
- Responsible for workforce structuring aligned with strategic and tactical implementation.
- Multimillion-dollar budget administration
- Oversee requests, incidents and problems. Manage and coordinate urgent and complicated support issues. Act as escalation point for critical requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
- Train, coach and mentor Service Desk Leads including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff.
- Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Drive Service Desk the single source of truth and service delivery channel for IT.
- Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Advise management on situations that may require additional client support or escalation.
- Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience.