Shift Lead

Job Description

Description and Location

The Restaurant Technology Service Desk Shift Lead is responsible for coordinating Service Desk activities during the assigned shift, providing guidance to L1 analysts, and ensuring incidents and service requests are handled within agreed SLAs. The role combines hands-on technical support with shift coordination, escalation management, and service quality monitoring.

Key Responsibilities

• Coordinate Service Desk activities and workload during the assigned shift.
• Act as the first escalation point for L1 Service Desk Analysts.
• Monitor ticket queues, priorities, and SLA performance.
• Provide technical support for POS systems, kiosks, payment terminals, workstations, restaurant applications, and basic connectivity issues.
• Coordinate critical incidents impacting restaurant operations and ensure timely escalation.
• Provide guidance and support to L1 analysts.
• Ensure accurate ticket documentation and compliance with SOPs and ITIL processes.
• Manage effective shift handovers and communicate outstanding incidents and priorities.

Required Skills

• Basic understanding of restaurant technology ecosystems.
• Knowledge of POS systems, payment processing, and restaurant operations.
• Understanding of Windows OS, Microsoft 365, and networking fundamentals.
• Experience with ServiceNow or similar ITSM tools.
• Strong communication and customer service skills.
• Ability to follow documented procedures and support processes.
• Basic understanding of ITIL incident and request management.

Job Description - Grade Specific

Provides the IT support to customers regarding technical issues related to everyday usage of a computer. A more senior Service Desk Analyst, who analyzes and resolves most common enquiries and is able to resolve some more complex issues. They will cooperate with IT specialist team todeal with the most complex issues. They will drive continuous improvement and may also be Team Leads within the Service Desk organization.