Principal Team Leader, CFA HELP

Job Description

Overview

The Escalated Support Principal Team Leader is responsible to manage and lead the Escalated Support team at CFA HELP, which provides support for all restaurant technologies. The 10-member Escalated Support team is assigned to the entire suite of restaurant technologies. They are the technical experts within CFA HELP and troubleshoot the most difficult technical problems.

The Principal Team Leader must be able to grow the relationship between two departments. The team essentially bridges two departments – CFA HELP and DTT. Their overall goal is to provide answers and solutions to Operators and analysts and to provide feedback and recommendations to business analysts in DTT to reduce incidents and improve the overall experience with the technology. The team also engages with the various vendors that create, maintain, and support the technologies.

The challenge with this role is being able to understand all the ever-changing and ever-growing restaurant technologies and fostering relationships across the whole of DTT.

Responsibilities

Relationship management responsibilities include:

• Fosters collaborative relationships built on trust across DTT.
• Serves as a point of escalation for DTT managers.
• Meet regularly with DTT leaders to coordinate major future technology releases and changes.
• Requests feedback from DTT business analysts on the performance of the team.
• Influences DTT to improve technologies for Operators through data and feedback from HELP.
• Meets regularly with vendors as part of the vendor governance process.

Performance management responsibilities include:

• Provides training and coaching on troubleshooting, root cause analysis, and data analysis skills.
• Provides regular feedback to each Escalated Support team member.
• Helps Escalation Support team members grow their influence in DTT.

Process management responsibilities include:

• Team is fully knowledgeable of DTT’s new product releases or enhancements and ensuring that all HELP analysts are trained and ready to field calls before rollout.
• Team is able to resolve incidents or recreate the issues and escalate to the appropriate groups in a timely manner.
• Team updates knowledge articles for content and accuracy to be used by analysts and Operators.
• Team conducts root cause analysis on Problem tickets and provides feedback to DTT business analysts resulting in a decrease in problems at the restaurant.
• Team provides trends and reports that identifies issues that need to be addressed by DTT.
• Team constantly improves processes for greater efficiency and effectiveness.
• Team provides tools including automation for themselves and other analysts across HELP.

Minimum Qualifications

• Bachelor’s degree
• Strong written and verbal communication skills
• Ability to effectively influence
• Excellent interpersonal skills
• 4+ years of demonstrated effectiveness in managing teams

Preferred Qualifications

• Graduate degree
• 7+ years of demonstrated effectiveness in managing teams (5+ employees)
• 3-5 years of experience working in or with an IT/Technology Department
• Lean Six Sigma Green Belt or higher
• ITSM or ITIL Certification

Minimum Years of Experience

Travel Requirements

Required Level of Education

Preferred Level of Education