Regional Technology Lead - West Region

Eligible Locations: Candidates may be based anywhere in the West region, with preference given to those living near major airport hubs, including Phoenix (PHX), Dallas-Fort Worth (DFW), Las Vegas (LAS), and Albuquerque (ABQ), to support travel needs associated with the role.

Responsibilities

• Supports the Regional IT and Field Service Directors in maintaining customer satisfaction by resolving issues with the help of Technical Support teams.
• Ensure a positive customer experience by collaborating with both the Account and Support teams to ensure professional handling, timely communications, and resolution of support requests.
• Follows-up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Lead technology mobilizations for new account openings and technology decommissioning for departing accounts. These efforts may span outside of the normal operating regions.
• Manage projects assigned by the Field Service Director, informed by insights from the Regional IT Director and regional leadership.
• Participates in technology deployments ensuring projects remain on task and on time meeting the customer demand. Communicates status prior to potential issues.
• Utilizes ITSM (IT Service Management) policies to meet the objectives of the Collegiate Hospitality Field Service Team.
• Ensure a high level of quality assurance and customer service is maintained.
• Engages regional Community of Tech to train local technical leads on process improvements, deployment standards and support training.
• Perform additional tasks as assigned; the job description outlines principal functions without providing an exhaustive list of all potential duties. The supervisor may assign logically related duties beyond those explicitly mentioned.
• Some off-hours (nights/weekends) support and deployment work expected based upon severity of outage or project.

Requirements

• Five to seven years of experience with a progression of responsibility, including in-depth, hands-on expertise with large and complex hospitality and point of sale solutions.
• Strong analysis, organization, communications, interpersonal skills, and project management skills.
• Solid proactive decision-making skills.
• Experience with hospitality customer technologies.
• Excellent analytic skills, knowledge of ITIL practices and ServiceNow software.
• Ability to travel up to 60%.

About Aramark

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. Our mission is rooted in service and united by our purpose: we strive to do great things for each other, our partners, our communities, and our planet. The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world.