Overview:
Recipe Unlimited Corporation is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, St.Hubert, The Keg, Montana’s, Kelseys, Pubs, Bier Markt, East Side Mario’s, Landing Group, New York Fries, the Burger’s Priest, The Pickle Barrel & Catering, State and Main, Elephant and Castle and Original Joe’s. With this diverse portfolio of restaurants our Home Office Teammates have the opportunity to work on a wide variety of some of the most popular, well-loved brands in Canada. Variety isn’t the only thing we offer – we are passionate about our industry, we celebrate and support diversity of thought, we are innately curious and encourage our Teammates to take ownership. Above all else, we believe in doing the right thing for our people, our communities and our planet.
The Service Desk Team Lead will be part of the Recipe Unlimited IT Service Desk team and will work closely with the Service Desk Manager to provide support to the Back of the House computer and POS systems, phone/internet connectivity, Back Office Software and general Recipe Unlimited Restaurant infrastructure. The Recipe Unlimited Service Desk team is operational 22 hours a day, 7 days a week, 364 days a year. The candidate will be required to work rotating shifts as part of the Service Desk team. The Recipe Unlimited Service Team Leader is the second point of contact for the Recipe Unlimited restaurants and as such excellent listening, conflict resolution, communication and situation management skills are critical. An important component of this role is the ability to mentor and coach Service Desk Analysts.
Responsibilities:
Take control of, understand, troubleshoot and resolve escalated customer issues from start to finish
Effectively communicate outages and system failures using available tools
Provide escalated operational, application and technical support via the phone and remote support capability to Recipe Unlimited restaurants
Work both as a part of the IT and Restaurant operations teams to exchange accurate and timely information
Be the subject matter expert on various Recipe Unlimited restaurant infrastructure such as POS, Back Office Systems and restaurant applications
Monitor and enforce Service Desk practices such as logging all calls, ticket follow up, phone support and attendance
Take calls and handle tickets when needed
Follow-up with external service providers and other IT functions until call Incident/Request is resolved
Proactively escalate issues as necessary within IT, Operations or to external vendors
Continually update customers and Service Desk team on Incident status until resolution
Mentor and coach Service Desk Analysts
Continually update knowledge base material used by Service Desk Analysts
Follow and enforce all Recipe Unlimited procedures and policies
The Recipe Unlimited Service Desk is operational 22 hours a day, 7 days a week and 364 days a year (excluding Christmas)
Skills/Education:
Strong general computer skills with the ability to learn applications and tools
Ability to cross train level 1 analysts
Proven track record of motivating and leading individuals to achieve targets
Proven ability to handle conflict and diffuse difficult situations
Proven ability to assess, prioritize and work with shifting goals
Demonstrated ability to troubleshoot and search for solutions using available tools
Knowledge of and experience using Gsuite or Microsoft Operating Systems and Office applications such as Word, Excel, Access and Outlook
Experience with a ticket management tool such as Zendesk, Cherwell or Remedy
Experience or knowledge monitoring call center telephone queues (Avaya, Cisco etc.)
Experience with communications software such as RemoteWare
Experience with Point of Sale hardware, software, menu management support such as IBM, Micros, and Simphony
Strong customer service skills
Proven ‘talk and type’ skills
Good working knowledge of computer architecture and networking
A+ and Network certification is ideal
Restaurant management experience is an asset
Excellent communication skills, both written and verbal
Bilingualism in English/French is a definite asset
ITIL Certification an asset
What’s in it for you?
Flexible/Hybrid work environment
You’d be joining a close-knit, innovative team of creative and energetic go-getters
You’d be a part of Canada’s largest full-service restaurant company that leads the industry in size and innovation
20% associate discount dining card and monthly dining allowance valid at participating Recipe brands
A welcoming, fun and safe work environment founded on respect
Career advancement opportunities with a company that owns some of Canada’s most iconic restaurant brands
Industry-leading benefits, wellness programs, and total rewards programs
Recipe is committed to providing a diverse, equitable and inclusive workplace. Celebrating people, being passionate and curious, owning it, and doing the right thing are the values that guide how we build our teams, support our franchisees and create a company that unlocks the full potential of everyone.
Recipe is dedicated to providing accommodations in accordance with applicable human rights and accommodation legislation. For individuals that require accommodations please contact recruit@recipeunlimited.com.