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Director of Global IT Support

| Greater Boston Area

Toast Overview: 

We’re not your traditional tech company. We recognize that talented people often come from outside the tech space. No matter what your background is, there’s a place for you at Toast. We’ve 86’d the conventional workplace for one where people can truly bring their full selves to work. Together, we empower restaurants of all sizes to build great teams, increase revenue, improve operations, and delight their guests. We pair our deep understanding of the restaurant industry with powerful cloud based software and restaurant-grade hardware to deliver an intuitive all-in-one platform. Join us on our mission to empower the restaurant community to delight guests, do what they love, and thrive.

Bready* to make a change?

The Director of Global IT Support will provide strategic direction and operational leadership for all IT Support Services. They will bring their expertise in Support Management, and apply best practices to the team, to ensure the department is providing a top class level of support. They will be responsible for ensuring an exceptional customer experience, establishing and meeting service levels that align with business and IT strategies, developing staff, streamlining processes, maintaining efficient and high quality operations, managing budgets and managing vendors and contracts as needed

About the roll*:

  • Provide leadership through strategic direction and active engagement to align IT Support functions and priorities with Toast business goals.
  • Manage the development and maintenance of support processes, strategies, and tactical plans.
  • Provide guidance to IT Help Desk Managers to ensure alignment and enforcement of functional objectives.
  • Foster a Customer Service culture through active engagement, leadership, and a strong sense of accountability within the IT Support organization
  • Ensure availability, quality, and consistency of IT Support Services, serving as the primary point of contact for all IT incidents and general service requests.
  • Formalize and monitor Service Levels including team responsiveness, service request updates, incident communications, and system performance & uptime.
  • Establish and maintain performance metrics for all associated IT Support functions.
  • Maintain departmental IT Support strategic plans, knowledge base, and tactical processes.
  • Manage and develop IT Support leaders and staff.
  • Explore Automation, AI and other modern methods of request/incident resolution, in order to make the IT Support function more efficient and increase employee satisfaction

Do you have the right ingredients*?

  • 5+ years experience leading a Global Support Organization
  • BS degree in business management or a related field
  • Extensive business case development, including cost/benefit analysis and total cost of ownership
  • Strong Service Management and Project Management experience including SLA management, KPI/Key metric reporting, service management processes and tools, Contact Center strategies, user access management, ITIL, and change management.
  • Business Processes and Operations experience
  • ITIL Certification preferred
  • Experience with ServiceNow ITSM is a plus


Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularjsLibraries
    • ES6Libraries

Location

Toast is headquartered in the heart of Fenway. Catch a Sox game, grab a bite, and stroll through one of the trendiest neighborhoods in Boston.
Toast values candidates with varied backgrounds — and these 3 employees prove it
Watch

An Insider's view of Toast

What’s the vibe like in the office?

Our office has both a relaxed but productive vibe. You'll see people with their heads down working, but you'll also see people hanging out and collaborating in open spaces. There's a good balance between work and play. When I'm not heads down coding, you'll find me playing guitar or hanging out in the Toast Pub.

Gabe Gonzalez

Associate Technical Sourcer, Previously: Software Engineer

How has your career grown since starting at the company?

I began as an Implementation Engineer, moved into instructional design, and now I am in my dream role as a Product Manager. This is afforded because Toast fosters a culture where experts in their domains are eager to give you a masterclass in what they do – you only need to ask and be willing to learn. This is the best perk when working at Toast.

Sean Park

Product Manager

What are Toast Perks + Benefits

Toast Benefits Overview

Toast strives to provide competitive compensation and benefits programs that help to attract, retain and motivate the best and brightest people in our industry. Our total reward package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our employees’ changing needs.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
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