Director, Technology Support (US Tech)

The US Technology Support Team aims to minimize disruption to restaurant operations and proactively provide support with speed, clarity, and convenience. The Support team serves as the link between technology products, their deployments, and our McD’s restaurants.! We are looking for a Director to lead our Restaurant Technology Support team for the US market.This Director will lead the team in incident & problem management, restaurant performance monitoring, and communication with other key US partners. This individual will lead their team day-to-day in the following responsibilities:Problem Management – Analyzing data visualizations and support ticket data, alongside your team, to identify root causes ahead of partnering with other US Technology teams for E2E problem resolutionAct as a point of escalation for sophisticated or high-priority support issues, working closely with multi-functional teams to drive resolution and mitigate risksMeasurement – Identifying, generating, and taking ownership of critical metrics needed to monitor and supervise Restaurant Technology Support team success, and improvement over time tied to key strategies implementedVendor Management – Managing SLA and contract alignment with 3rd parties, effectively closing knowledge gaps with contractors, and assessing performance on a continuous basisKnowledge Management – Communicating and creating effective information cascades for knowledge of new products and featuresLead major incident management efforts, including identification, escalation, resolution, and post-incident reviewCoordinate cross-functional teams to address critical issues promptly and minimize business impactImplement proactive measures to prevent recurring incidents and improve incident response processesExecutive Communication – Summarizing technical problems, their impact, and tactical next steps for an executive audience’s awarenessContinuous Improvement – Highlighting opportunities for enhancement of current processes and ways of working, tying back to the overall vision and strategy within US Technology Deployment, all backed by data-driven measurementsSupervise the delivery of technical support services to internal and external collaborators, ensuring timely resolution of issues and adherence to service level agreementsMonitor support ticket queues and workload distribution, identifying areas for optimization and resource allocationImplement best practices and standard operating procedures to streamline support processes and enhance efficiencyDrive initiatives to optimize support processes, tools, and systems, using automation and technology to improve efficiency and effectivenessEstablish key performance indicators for the support team and regularly monitor metrics to assess performance and identify areas for improvementGenerate reports and presentations to communicate support team performance, trends, and recommendations to senior managementPrioritization – Leading a team of technical experts in strategic and operational goals while balancing short-term and long-term needsTeam Development - Defining opportunities for individual growth with reporting team members through effective goal-settingRepresent the Support Team in various projects and initiatives, demonstrating expertise and dedicationBe well-versed in all Support product areas, capable of providing backup support to team members, and facilitating cross-training to ensure seamless operationsLead and empower a team of technical support specialists, providing guidance, coaching, and performance feedbackFoster a positive team environment that promotes collaboration, innovation, and continuous improvementSet clear objectives and goals for the support team, ensuring alignment with departmental and organizational objectivesMentor and develop team members to enhance their potential and performancePartnerships – Establishing relationships with key stakeholders within the US Market ranging from senior leaders to individual contributors across multiple functions (e.g. Sr. Directors to engineers)Key customers include US and Global Technology, Field Technology Teams, Operations, Product Development Teams, Deployment Services, Owner/Operators, and Suppliers.Serve as the main point of contact for critical issues from internal groups and external partnersCommunicate effectively with stakeholders regarding support status, incident updates, and resolution timelinesCollaborate with other teams to ensure alignment on support priorities and initiativesOversee the day-to-day operations of restaurant facing support teams, ensuring high-quality service delivery and customer satisfactionBenefits eligible: YesBonus eligible: YesLong term incentive eligible: YesThe expected salary range for this role is $168,350- $218,860/ per yearThe above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.