Lead and manage the day-to-day operations of the Level 2 Technology Support team, ensuring timely and effective resolution of technical issues across the 5,400-unit network
Oversee the vendor-managed Level 1 support team, ensuring adherence to SLAs, quality standards, and escalation protocols
Maintain seamless coordination and communication between Level 1 and Level 2 teams to ensure a consistent end-user experience
Oversee the administration, optimization, and evolution of ticketing platforms, ensuring proper configuration, reporting, and workflow management
Lead the ongoing evolution of the ticketing platform, integrating AI, automation, and advanced analytics, to streamline support workflows, increase efficiency, and reduce overall operational costs
Manage and maintain a comprehensive knowledge base, ensuring accurate, relevant, and user-friendly documentation for both internal support teams and franchisees
Partner with internal teams and vendors to implement new tools or enhancements that strengthen support operations
Direct the design, implementation, and ongoing improvement of support processes, workflows, and tools to optimize efficiency and service quality
Monitor support performance metrics, identify trends, and drive continuous improvement initiatives to reduce ticket volume, improve resolution times, and enhance service reliability
Conduct root-cause analysis (RCA) and implement long-term fixes to prevent recurring issues
Provide guidance on industry best practices, modern support methodologies, and emerging technologies relevant to technical support operations
Analyze and evaluate support activities to meet targeted time, cost, and quality benchmarks
Develop and maintain reporting dashboards, service metrics, and performance insights that inform executive-level decision making
Collaborate with internal departments (IT, Operations, Product Development, Field Support) to support system rollouts, updates, and technology initiatives impacting franchisees
Manage the relationship with Level 1 support vendor, including performance evaluations, SLA oversight, contract adherence, and operational alignment
Provide direction on quality expectations, escalation management, and process improvements for vendor teams
Recruit, train, coach, and develop Level 2 support team members to build strong technical capabilities and high service standards
Foster a culture of responsiveness, accountability, and continuous improvement within the support organization.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a related field required
5+ years of experience in technical support, IT service management, or related technology operations roles, with at least 3+ years in a supervisory or management capacity
Proven experience managing multi-tier support organizations (Level 1 and Level 2), including vendor-managed teams
Hands-on experience with enterprise ticketing and ITSM platforms, Salesforce Service Cloud, ServiceNow, or similar systems strongly preferred
Demonstrated success in optimizing ticketing workflows, implementing automation, AI, or self-service capabilities, and driving efficiency improvements
Experience leading or supporting technology platform transitions or large-scale system rollouts
Strong background in root-cause analysis, incident management, and service quality improvement
Experience managing and maintaining a knowledge base or knowledge management system
Familiarity with AI-driven support technologies, including chatbots, automated triage, predictive analytics, or machine-learning–based tools that enhance ticket routing, reduce resolution times, or improve support efficiency.
Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.

Benefits

Medical/prescription drug coverage
Dental & Vision Benefits
Flexible Spending Account
Health Savings Account
Dependent Care Flexible Spending Account
Basic and Supplemental Life Insurance & Accidental Death and Dismemberment
Disability Income Protection Plan
Employee Assistance Program
Educational Assistance Program
401(k) retirement program
Vacation
Paid Holidays and Personal time
Paid Sick/Family and Medical Leave time as required by law
Discounted Employee Stock Purchase Program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportIT service managementroot-cause analysisincident managementticketing workflows optimizationautomationAI integrationknowledge managementperformance metrics analysisservice quality improvement

Soft Skills

leadershipcommunicationteam managementcoachingcollaborationproblem-solvingaccountabilityresponsivenesscontinuous improvementvendor management