Job Details

Title
IT Manager-I

Location
HQ, USA, CA, San Francisco, 2nd St

Description
Platform Innovation, Technical Support Lead **Needing to see candidates with direct management experience, frontline experience/management supporting customers and not just desk side, in addition to the technical expertise + POS background** About the Team The Platform Innovation team drives strategy, support, and scaling for one of the most exciting and fast-growing projects within our restaurant platform business.
Our support team ensures merchants receive white-glove technical assistance that keeps their operations running seamlessly and builds long-term trust in our platform.
About the Role You will report into the Assoc Mgr of Support and serve as a key leader within our broader Restaurant Platform organization. In this role, you will directly manage day-to-day merchant escalations while also shaping how we scale support to thousands of restaurants.
You will combine strong technical troubleshooting skills with leadership experience to guide agents, improve processes, and ensure we maintain industry-leading service levels. You're excited about this opportunity because you will...
• Handle frontline merchant support directly, serving as the escalation point for complex technical issues that require networking or system-level expertise.
• Lead by example on tickets and live interactions, setting the bar for quality, speed, and ownership.
• Mentor and coach support agents, building their confidence and ability to resolve issues independently.
• Contribute to the growth of the support org by helping improve training programs, internal knowledge resources, and performance standards.
• Play a key role in expanding the scope of support (phone, video, extended hours) while ensuring we maintain white-glove quality.

We're excited about you because...
• You have 5+ years of experience in technical support, IT/networking, or related operations, with a proven track record of diagnosing and resolving complex issues in live environments.
• You have 2+ years of leadership or team management experience, mentoring others and building scalable processes.
• You thrive in fast-changing, ambiguous environments and are motivated by building systems from the ground up.
• You are a structured problem solver who can both dive deep into technical detail and zoom out to design scalable solutions.
• You have excellent communication skills and experience working directly with merchants, clients, or customers in high-stakes situations.
• Experience with POS systems, networking (LAN/WAN troubleshooting, router/switch configuration), or distributed hardware is a plus

Classification
TAC: Temporary Agency Worker
Remote Work Address

Remote Address Time Zone

Holiday Schedule

Work Schedule

Start Date
Dec 22, 2025

End Date
Mar 31, 2026

Intake Call Completion Date
2025-12-05T15:30:00.000

Workday Access - Posting
Yes

Requisition Reason
Original|Open Position

Market
CORP

Laptop
Yes

Job Posting SLA Classification
Professional

Job Posting Rejected by PMO
N/A

Job Posting Rejected
N/A

Requisition Process Type
Standard

Allow for Remote
Yes

Primary Hours
Standard Business Hours

Business Need
Increase in Workload

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