Overview

Support Now at Chick-fil-A, Inc. delivers 24/6 support services to over 3,000 quick-service restaurants, ensuring seamless operations for Chick-fil-A Franchisees-Operators and their Team Members. As part of this mission, the Team Lead, Support Now - Restaurant Support, plays a critical role in leading, coaching, and motivating a team of Level I Analysts who provide essential IT troubleshooting and technical support to restaurant teams. **This role supports our Phone IT Agent team and will be a shift start time of 2:00pm-11:00pm end**

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Responsibilities

• Provides daily directions and insights to a team of in-office and remote IT Analysts
• Push for continued process improvements and effortless experience for the Restaurants we serve
• Attend meetings and planning sessions that relate to IT support.
  • Hold regular one-on-one meetings with direct reports to reinforce the vision, common goals, individual goals, discuss performance and development strategies/plans, and determine training needs
  • Attend weekly meetings with CFA Staff and Vendors to discuss issues, causes and/or bug fix of escalation
• Act as an escalation point for all requests and incidents related to IT support.
• Assist in the hiring and performance managing the IT analysts.
• Oversee the overall performance of the team's tickets and calls.
  • Provide immediate feedback to direct reports
  • Manage SOP adherence, queue management
  • Monitor analyst's incidents for possible coaching/training opportunities
  • Periodically listen to calls (remotely and side by side) to improve quality, minimize errors, and track analyst performance
  • Ensure that direct reports receive proper QA advisement, KCS mentoring, and other necessary training to be successful in role
  • Provide feedback to the Chick-fil-A HELP Leadership Team on performance metrics.
• Work closely with Workforce Management to make sure proper staffing and coverage is in place for IT support
• Recognize employees for exceeding expectations and/or creating remarkable experiences.
  • Maintain high morale through education, communication, displaying interest in the analysts both professionally and personally.

Minimum Qualifications

• 3+ years of experience
• Bachelor's degree
• People development and leadership experience
• Ability to work independently with minimal supervision
• Knowledge: Topics and information that are applied directly to the performance of work such as:
  • Generally accepted servant leadership principles
  • Supervisory experience
  • Knowledge and understanding of Chick-fil-A's Corporate Purpose
  • Proficient with Word, Excel, PowerPoint
  • Process improvement
• Skills: Technical or manual proficiencies that are learned through job training such as:
  • Analytical skills and problem-solving
  • Accountability
  • Adaptability
  • Proficient in collecting and analyzing complex data,
  • Outstanding verbal and written communication skills
  • Attention to details and good documentation skills
  • Good interpersonal skills
• Abilities: The capacity to apply knowledge and skills as well as characteristic attributes such as:
  • Ability to use sound reasoning to interpret data;
  • Building strong relationships and motivating others

Preferred Qualifications

• 1-3 years of leadership or supervisory experience
• Leadership position leading team(s)
• Customer service experience
• Help Desk/Call Center leadership experience, a plus
• Hospitality and/or Chick-fil-A restaurant experience, a plus

Minimum Years of Experience

Travel Requirements

Required Level of Education