IT Operation Lead at Eat'N'Go Limited

Job Description

• Manage and coordinate IT support across all national locations, ensuring timely response and resolution of issues in collaboration with regional IT teams.
• Standardize support procedures and best practices, providing guidance to regional IT staff to ensure consistent service delivery.
• Act as the escalation point for complex technical issues, working closely with the Assistant IT Manager to resolve critical incidents.
• Oversee remote support for stores, ensuring effective troubleshooting of POS systems, network connectivity, software, and hardware issues.
• Conduct periodic on-site visits to key locations to assess IT infrastructure, identify potential issues, and implement preventive measures.
• Coordinate with vendors or external partners as needed for repairs/replacement of equipment.
• Support the installation, configuration, and maintenance of POS systems, ensuring they are up to-date with the latest product, pricing, and promotional information.
• Provide troubleshooting for POS issues, coordinating with store teams to minimize downtime and ensure continuity of operations. 
• Maintain accurate documentation of POS configurations, updates, and support procedures, sharing knowledge with regional support teams as needed.
• Work with the IT team to ensure robust network performance across locations, addressing connectivity or performance issues proactively.
• Perform diagnostics, implement security measures, and assist in system upgrades to improve network reliability and resilience.
• Ensure proper setup and maintenance of user accounts, permissions, and access in line with company policies.
• Maintain an up-to-date inventory of all IT assets, including computers, POS systems, network devices, and other equipment at each location.
• Track usage, location, and assignment of assets, coordinating with the Assistant IT Manager for audits and compliance reviews.
• Ensure all incidents, troubleshooting steps, and resolutions are properly logged in the ticketing system for accurate record-keeping and reporting.
• Conduct training sessions and create documentation for regional IT staff and store managers to improve IT troubleshooting skills and awareness.
• Develop instructional guides and SOPs for common IT tasks and preventive maintenance to reduce repetitive issues.
• Support user education efforts around IT security, safe practices, and system usage, promoting a proactive approach to issue prevention.
• Generate regular reports on support activities, common issues, resolution times, and overall IT performance metrics.
• Identify trends in support requests to help develop solutions and preventive measures for recurring problems.
• Participate in periodic reviews with the IT team to evaluate support processes, identify areas for improvement, and contribute to strategic IT planning. 

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• Relevant certifications (e.g., CompTIA A+, Cisco CCNA, ITIL, Microsoft Certified Solutions Expert) are advantageous.
• Proven experience (typically 5+ years) in IT operations, including management of IT support, hardware maintenance, and network administration.
• Experience in the QSR (Quick Service Restaurant) or retail industry is a plus.
• Proficiency in managing IT assets, tracking their usage, and ensuring compliance with audits.
• Excellent written and verbal communication skills for clear reporting and interaction with nontechnical stakeholders.
• Ability to present complex technical information in an understandable manner.
• Ability to lead and manage IT teams, providing guidance, mentoring, and support.
• Strong interpersonal skills for effective collaboration across departments.
• Experience in planning, coordinating, and executing IT projects.
• Ability to manage resources, budgets, and timelines for successful project delivery.
• Expertise in hardware maintenance, POS systems, and network administration.
• Strong troubleshooting skills for diagnosing and resolving IT issues.

Preferred Qualifications:

• TIL (Information Technology Infrastructure Library) certification for service management.
• PMP (Project Management Professional) or similar certification for project management.