Supervisor IT Store Help Desk Tier 1

About the role

Texas Roadhouse is seeking Supervisors IT Help Desk to join their Support Center team in Louisville, KY. This is a remote position that works a 1pm-9pm shift with 1 day every weekend (typically Sunday).

Responsibilities

• Recruit, coach, and develop a high-performing team of Tier 1 Store Support Analysts.
• Create and manage training, performance, and development plans for team members.
• Conduct regular one-on-one meetings and provide ongoing coaching and feedback.
• Build and maintain team schedules to ensure consistent support coverage.
• Lead team meetings and coordinate training initiatives.
• Monitor service desk tickets to identify trends, recurring issues, and automation opportunities.
• Review ticket quality and provide feedback to improve documentation and customer support outcomes.
• Partner with cross-functional teams to improve processes and service delivery.
• Oversee Tier 1 projects and ensure timely completion of assigned work.
• Serve as an escalation point for technical issues and help guide problem resolution.
• Provide hands-on support for phone and ticket queue coverage when needed.
• Collaborate closely with Tier 2 support teams on system rollouts and operational initiatives.
• Deliver ongoing training to keep the team informed, prepared, and successful.

Requirements

• Ace an associate's or bachelor's degree in Computer Science or a related field, or equivalent experience.
• Have 3-5 years of Help Desk, Technical Support, or IT Support experience.
• Have previous people leadership, supervisory, or team lead experience.
• Show strong customer service skills with a passion for supporting end users.
• Have experience supporting Point-of-Sale (POS) systems and troubleshooting technical issues.
• Show experience with Project coordination or project management.
• Have Restaurant operations or restaurant management experience.
• Prefer working knowledge of NCR Counterpoint Foodservice (CFC), NCR Back Office Applications (BOA), Microsoft 365, Windows 10 and Windows Server environments, iOS and Android mobile operating systems.
• Show excellent communication, organization, coaching, and problem-solving skills.
• Be able to thrive in a fast-paced environment while balancing team leadership and operational support responsibilities.

Qualifications

• Ability to work remotely.
• Experience with Microsoft 365, Windows 10 and Windows Server environments, iOS and Android mobile operating systems.

Skills

• Strong customer service skills.
• Project coordination or project management experience.
• Experience supporting Point-of-Sale (POS) systems and troubleshooting technical issues.
• Restaurant operations or restaurant management experience.

Benefits

This job description includes essential functions and basic duties and is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as appropriate. This document is not a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate. We are proud to be an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, gender, pregnancy, gender identity, disability, veteran status, sexual orientation, citizenship, national origin, or any other legally-protected status. We encourage and welcome all applicants to apply.