Senior IT Support Manager

Job Description

The Senior IT Support Manager delivers fast, reliable, Crew-focused technology support to Raising Cane’s Restaurant Support Offices (RSO), field, and Business Unit (BU) teams. This role leads end-user support to ensure Crew and Leaders have the tools they need to support Restaurants that consistently deliver the Perfect Box, while providing a high-quality, high-touch experience for senior leaders and reinforcing Raising Cane’s culture and values.

Your Impact and Responsibilities

• Define and execute an end-user support strategy aligned with business objectives, Restaurant operations, and service expectations
• Establish, monitor, and continuously improve KPIs, SLAs, and service delivery standards
• Lead and develop end-user support teams with a strong focus on accountability, urgency, and a customer-first mindset
• Deliver high-touch, white-glove IT support for senior leadership, including meetings, travel, and critical business events
• Manage onsite and remote desktop support across corporate-manage and BYOD Mac/MacBook environments, ensuring timely incident and request resolution
• Oversee endpoint provisioning, configuration, deployment, and lifecycle management for laptops, tablets, and related devices
• Partner with Infrastructure and Security teams to deliver stable, compliant, and secure endpoint environments
• Optimize ticket workflows, escalation paths, and knowledge base usage to reduce volume through root-cause resolution
• Ensure adherence to IT security policies, endpoint patching, protection, and incident response standards
• Manage vendor relationships, hardware procurement, inventory, and asset lifecycle to maintain cost-effective, high-quality support

Qualifications

• 7+ years of IT support experience, including 3+ years in leadership roles
• Demonstrated experience leading desktop or end-user support teams
• Strong proficiency supporting Mac/Apple and Windows devices, with a strong emphasis on MacBook support
• Working knowledge of SMB-level networking
• Experience providing executive or VIP technology support with a high level of professionalism and discretion
• Solid understanding of ITIL or similar service management frameworks
• Strong leadership, communication, and stakeholder management skills
• Preferred qualifications: Bachelor’s degree in Information Technology or related field, ITIL (v3/v4), HDI, or similar certification, Experience supporting multi-site or enterprise environments, Familiarity with endpoint management tools such as Intune, Ivanti Neurons, SCCM, or JAMF