Operations Services Systems Coordinator

About the role

The Operations Services Systems Coordinator supports day-to-day operational efficiency by serving as a tactical systems resource for the Operations Team. This role is responsible for troubleshooting and resolving daily helpdesk tickets, maintaining user access and organizational hierarchies across operational systems, and ensuring field teams receive timely, accurate support.

Responsibilities

• Monitor and respond to Operations Services helpdesk tickets in a timely, professional manner.
• Troubleshoot system issues for field leaders and restaurant teams.
• Resolve routine requests and escalate more complex issues appropriately.
• Track trends in tickets and recurring issues to identify improvement opportunities.
• Provide consistent communication and follow-through on all support requests.
• Maintain organizational hierarchies, user roles, permissions, and distribution groups across systems.
• Support setup for openings, closures, transfers, promotions, and organizational updates.
• Ensure alignment and accuracy across Operations, HR, Payroll, and Learning systems.
• Conduct regular audits to maintain data integrity.
• Manage and maintain system access for field users.
• Support administration of key systems including POS, Payday Portal, Scheduling (Workday/HotSchedules), LMS, communication tools, and related platforms.
• Partner with IT, HRIS, Payroll, and vendors to resolve system issues.
• Aid with user acceptance testing (UAT) for system updates and enhancements.
• Document system processes, troubleshooting procedures, and internal reference guides.
• Maintain working knowledge of system integrations, workflows, and dependencies.
• Provide solutions-oriented support to Market Partners, Operating Partners, and restaurant leaders.
• Communicate outages, updates, and resolutions clearly and effectively.
• Aid in the development and maintenance of SOPs, FAQs, and job aids.
• Reinforce available support resources and best practices for field teams.
• Identify opportunities to improve workflows and support processes.
• Support standardization of helpdesk intake and resolution practices.
• Maintain organized tracking of requests, updates, and resolutions.
• Contribute to the continuous improvement of Operations Services tools and processes.

Requirements

• College degree preferred.
• 1–3 years of experience in systems support, operations, or a helpdesk environment.
• Restaurant, hospitality, or multi-unit operations experience strongly preferred.
• Experience with POS, HRIS, payroll systems, scheduling platforms, or learning management systems preferred.

Qualifications

• Strong troubleshooting and problem-solving skills.
• Exceptional attention to detail and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills with a customer-service mindset.
• Proficiency in Microsoft Office Suite, including Excel, Outlook, Word, and PowerPoint.
• Ability to quickly learn, navigate, and support multiple business systems.

Skills & Abilities

• Strong troubleshooting and problem-solving skills.
• Exceptional attention to detail and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills with a customer-service mindset.
• Proficiency in Microsoft Office Suite, including Excel, Outlook, Word, and PowerPoint.
• Ability to quickly learn, navigate, and support multiple business systems.

Benefits

We offer comprehensive benefits including medical, dental, vision, and a 401(K) plan starting on the 1st of the month following the hire date. Paid vacation and sick time, paid holidays, competitive pay and performance incentives, professional development opportunities, and exclusive discounts are also provided. The Lucky Cat Fund offers financial assistance during hardships for qualifying team members. Join us to celebrate life with us!

Pay

Competitive salary based on experience and qualifications.

Schedule

Full-time position with flexible hours to support the needs of the restaurant teams.