Information Technology Operations ManagerWKS Restaurant Group • Cypress, California, United States, 90630
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Information Technology Operations Manager
WKS Restaurant Group • Cypress, California, United States, 90630
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job_description.job_card.job_descriptionMaintain admin-level access to Zendesk, Notion, and Google Workspace Ensure proper execution of user provisioning / deprovisioning processes Review and refine IT security policies and processes Lead quarterly SOX compliance reviews (e.g., user access audits) Support and oversee internal documentation, SOPs, and runbooks Track asset inventory (lightweight process currently) Manage or supervise API-based automations and integrations (n8n) Zendesk (ticketing, task tracking) Notion (projects, documentation) Google Workspace (email, chat, docs) Domo (business insights) n8n (automation) Curious about technology-driven automations and process improvements Strong communicator and relationship-builder across technical and non-technical teams Comfortable managing vendors, contracts, and expectations Familiar with QSR operations or POS systems (Aloha experience is a major plus) Naturally organized, process-oriented, and proactive Technical enough to understand infrastructure and systems — but energized by coaching people and improving processes Comfortable working remotely, with occasional in-office visits 3–5 years of experience in IT operations, help desk management, or similar Background in multi-location retail or restaurant environments Prior leadership or team management experience Experience working with franchisors is a strong plus No certifications required — we care more about problem-solving, empathy, and follow-through
Job Title : IT Operations Manager
Location : Remote (U.S.-based) with quarterly in-office visits
Department : Information Technology
Reports To : SVP of IT
Employment Type : Full-Time, Salaried
About the Role
WKS is seeking an experienced IT Operations Manager to join our IT leadership team and help drive operational excellence across our 400+ quick-service restaurant locations. You'll oversee our help desk and field technicians, manage vendor relationships, and work closely with our franchisor and operations teams to ensure seamless in-store technology experiences for both crew and customers.
If you enjoy process improvement, cross-functional collaboration, and mentoring a capable IT team — and want to work in a dynamic, fast-paced environment — this role is for you.
What You'll Do
Leadership & Management (60%)
- Manage a team of 2 help desk agents and 4 field technicians (2 FT, 2 PT)
- Act as an escalation point for tickets, outages, and vendor issues
- Set priorities and allocate workloads in coordination with the SVP of IT
- Interface with Operations leadership to resolve complex store-level issues
- Lead vendor relationships and negotiate contracts, pricing, and SLAs
- Oversee projects like hardware upgrades, remodel coordination, and billing cleanup
Technical Oversight (40%)
Tools We Use
Who You Are
Preferred Experience
PIdfdd86cbce8d-30511-38811362
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Information Technology Manager • Cypress, California, United States, 90630
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