The IT Support Lead delivers a high-quality technical support for Restaurant Support Office (RSO) Crew and Leaders, serving as a trusted technology partner for senior and executive leadership. This role provides advanced troubleshooting, executive support, and specialized expertise across Apple and Window environments while ensuring a seamless technology experience for end users.
The Lead Specialist supports hardware, software, applications, mobile devices, and office technology across the organization. This position partners closely with IT teams and business stakeholders to resolve technical issues efficiently, maintain secure and reliable technology environments, and deliver a professional, high-touch support experience.
Your Impact and Responsibilities:
- Provide onsite and remote technical support for RSO Crew, Business Unit teams, and senior leadership
- Deliver responsive, high-touch technology support for executive leaders, ensuring timely resolution of technology issues and business-critical requests
- Configure, deploy, maintain, patch, recover, and retire laptops, desktops, mobile devices, and related technology assets
- Troubleshoot and resolve hardware, software, application, phone system, and connectivity issues across Windows, Mac, and mobile platforms
- Serve as the subject matter expert for Apple devices and macOS, maintaining current knowledge of product updates, features, and best practices
- Manage and follow up on IT service tickets, ensuring issues are documented, communicated, and resolved in accordance with service expectations
- Support conference room technology, collaboration tools, and other end-user technologies
- Coordinate technology setup and support for offices, workspaces, and related infrastructure needs
- Partner with Infrastructure, Security, and other IT teams to support secure, reliable technology environments and resolve escalated issues
- Maintain accurate technology asset inventory records and support device lifecycle management activities
- 6+ years of support end-user technology in a corporate environment
- Advanced experience supporting Apple devices and macOS, with strong working knowledge of Windows operating systems and end-user technologies
- Experience providing technology support to executive leaders and managing highly visible, time-sensitive requests with professionalism and discretion
- Strong troubleshooting skills across hardware, software, networking, and business applications
- Working knowledge of endpoint deployment, patching, asset management, and device lifecycle management processes
All your information will be kept confidential according to EEO guidelines.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.