Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $98,000.00 - $137,000.00
Work Schedule
Standard Hours
Flexible
On-call
Weekend Shifts
Benefits
Medical insurance
Dental Insurance
Vision Insurance
401k
sick leave
Vacation Time
Annual cash bonuses
Job Description
Chipotle Mexican Grill, Inc. (NYSE: CMG) is a leading fast-casual restaurant chain that is redefining the fast food industry by serving responsibly sourced, classically cooked real food made with wholesome ingredients free from artificial colors, flavors, and preservatives. Founded with a mission to cultivate a better world, Chipotle is dedicated to making better food accessible to everyone while maintaining strong commitments to sustainability, innovation, and a positive guest experience. Operating restaurants across the United States, Canada, the United Kingdom, France, and Germany, Chipotle is unique among restaurant companies of its size in that it owns and operates all of its... Show More
Job Requirements
- Bachelor's or Associate's Degree in computer science or equivalent education and experience preferred
- 5 - 8 years of supervisory experience leading IT support in SLA-driven environments
- strong troubleshooting skills preferably in restaurant or retail industry
- familiarity with NCR Quick Service technology preferred
- experience with IT Service Management platforms such as ServiceNow and Jira
- excellent written, verbal, and interpersonal communication skills
- proven leadership and sound decision-making abilities under time pressure
- strong collaboration and structured problem-solving skills
- data-driven and proactive approach centered on guest experience
- flexibility to work evenings, weekends, and holidays
- availability for on-call support on a rotating basis
Job Qualifications
- Bachelor's or Associate's Degree in computer science or equivalent education and experience preferred
- 5 - 8 years of supervisory experience leading IT support in SLA-driven environments
- strong troubleshooting skills preferably in restaurant or retail industry
- familiarity with NCR Quick Service technology preferred
- experience with IT Service Management platforms such as ServiceNow and Jira
- excellent written, verbal, and interpersonal communication skills
- proven leadership and sound decision-making abilities under time pressure
- strong collaboration and structured problem-solving skills
- data-driven and proactive approach centered on guest experience
- flexibility to work evenings, weekends, and holidays
- availability for on-call support on a rotating basis
Job Duties
- Define clear team objectives aligned with organizational and departmental goals
- implement automated mechanisms such as dashboards, alerts, and KPIs to monitor and measure impact and achievement of goals
- lead the Tier 2 escalation team to ensure timely diagnosis and resolution of IT issues in line with SLAs
- coordinate with Tier 1, engineering (Tier 3), and vendor partners as needed
- establish scalable structures and practices to support rapid growth and high-quality operations
- analyze incidents, alerts, and ticket data to identify trends and recommend improvements across people, processes, and systems
- leverage data-driven insights to enhance the restaurant technology experience
- manage knowledge base content accuracy and reduce knowledge gaps
- build proactive support by mining logs and telemetry to design detectors, alerts, and automation opportunities
- convert alert trends into automation and self-healing recommendations
- participate in key technology pilots and launch readiness
- research and recommend improvements to mitigate service level risks
- develop new policies, procedures, and best practices to improve efficiency and effectiveness
- manage hiring, mentoring, coaching, and guide performance and engagement
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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