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Hours Full-time, Part-time
Location Denver, CO
Denver, Colorado

About this job

IT Field Services Manager (17023730) Description
The IT Field Services Manager is responsible for the overall management of the IT field services delivered to Restaurants; through the development of processes and policies that align with CMG objectives. He/she manages a team of Field IT Support personnel as well as Vendor relationships in fulfilling Field Services Tasks.

Main Accountabilities
In addition to following Chipotle’s policies and procedures, principal accountabilities include, but are not limited to:
•Providing IT support to restaurants.
•Defining and maintaining the Service Catalog for Restaurant Services.
•Participating in Service Design; taking ownership of escalation path for IT Field Services and definition around appropriate work for Field Services.
•Mentoring appropriate ownership, process and collaboration for user support services resources. Assisting with balancing planned restaurant visit protocols, reactive break-fix work, and participation in projects.
•Providing continuity with all IT Service Catalog deliverables.
•Developing IT Field Services High standards; scientific methodology, practice and/or process to systematically deliver against the IT Field Services Catalog.
•Developing, empowering and mentoring the IT Field Services team to provide exceptional service and solutions to all of Chipotle and our customers. This may include, but is not limited to: individual performance management, hiring a team of top performers, providing training opportunities to advance career growth and knowledge.
•Developing relationships with CMG Restaurant Operations to ensure technology and services being delivered are enhancing the restaurant experience.
•Facilitating communication with regional Operations and other IT management to allow for continuous improvement of customer service and support.
•Providing monthly reporting of IT Field Services to IT management, Area Managers, Operations Directors and Regional Directors.
•Diagnosing root issues as a team, share information, and mentor the team.
•Reviewing tools and reports to define trends of issues that can be resolved with people, process or systems. Improve delivered business value over time by continuing to refine the process.
•Ensuring IT Assets within restaurants do not become stale, causing them to get in the way of our restaurant staff to create delicious food while delivering an excellent guest experience.
•Identifying, engaging with, managing, and evaluating vendors to assist in delivering IT Field Services.
•Defining dispatch protocols for IT Field Services Personnel and Vendors to provide services needed in Restaurants.


Qualifications
Education/Training
•B.A./B.S. in MIS or Computer Science, or an equivalent in education and experience.

Knowledge/Skills
•Working knowledge of all versions of Microsoft Windows, Active Directory Services and DOS; Windows NT 4.0 and Windows 2000 network protocols, LANs, WANs, telephone systems and related security protocols required
•Strong team building skills and the ability to work effectively with colleagues and subordinates
•Working knowledge of ITIL v3
•Working knowledge of ServiceNow
•Demonstrated ability to effectively lead and manage a team of IT professionals and specialists
•Ability to listen effectively and communicate with candor and honesty
•Ability to work effectively with colleagues and subordinates
•Ability to acquire and evaluate data
•Ability to triage problems in a practiced, measured, best practice
•Ability to prioritize work and manage a portfolio of tasks

Work Experience
•Proven experience implementing a service portfolio/catalog/ITL inspired support model required
•Three (3) to Five (5) years of management experience required
•Five (5) to Seven (7) years of related experience in IT systems required
•Five (5) years of prior experience working with help desk, IT Field services, tier 2 and cross functional IT teams required
•Documentation and project management experience required

Travel
•Up to 35%
Primary Location: Colorado - Denver - 9999 - Wynkoop-(09999) Work Location: 9999 - Wynkoop-(09999) 1401 Wynkoop Street Denver 80202