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El Pollo Loco, Inc. · 2 weeks ago

Senior Manager, Helpdesk

Costa Mesa, CA

Full-time

Hybrid

Senior Level

$108K/yr - $120K/yr

5+ years exp

El Pollo Loco, Inc. is a well-established restaurant chain that has been serving customers for over four decades. The Senior Manager, Helpdesk Operations is responsible for leading the Helpdesk team, ensuring operational excellence, and managing vendor relationships to support the growing demands of all restaurant locations.

Food and Beverage

Responsibilities

Provide direct leadership, coaching, and performance management to the Manager, Helpdesk, ensuring the successful execution of daily operational objectives and team development

Serve as the highest-level escalation point for critical, recurring, or highly complex technical issues that cannot be resolved at the Manager level

Develop, implement, and govern Helpdesk policies and procedures across all service areas (incident management, knowledge base, communication standards) to maximize efficiency and customer satisfaction

Design, track, and report on key performance indicators (KPIs) and metrics (e.g., First Call Resolution, Average Handle Time, CSAT) for the entire Helpdesk function to the Director, POS Systems

Oversee the development and maintenance of a robust technical training and certification program for all Helpdesk staff to ensure expertise in supporting current and new technologies

Conduct quarterly in-depth service reviews to identify systemic issues, propose root cause corrections, and implement preventative measures across hardware, software, and field operations

Drive critical cross-departmental projects and initiatives (e.g., new POS system rollouts, restaurant openings) by defining Helpdesk support requirements and ensuring operational readiness

Manage the strategic relationship and performance of key external vendors (e.g., hardware maintenance, third-party software support), advising on contract negotiation, SLA adherence, and performance review against business goals

Qualification

Analytical skillsEnterprise ticketing systemsLeadershipTechnical trainingMulti-unit retail experienceMicrosoft Office SuiteCommunication skillsDecision makingTeam managementTime management

Required

Bachelor's degree, or equivalent experience

At least five (5) years' experience supervising technical staff

Possess and maintain a valid driver's license

Exceptional leadership and coaching abilities, with a proven track record of mentoring managers, building high-performing teams, and driving organizational change

Profound analytical skills to translate operational data (KPIs, ticketing trends) into strategic insights and actionable improvement plans

Ability to communicate complex technical information clearly and persuasively to both technical teams and non-technical executive stakeholders

Expertise in managing large-scale enterprise ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Desk)

Ability to exercise a high degree of independent judgment on matters of company-wide significance

Confidence in execution of strategic initiatives

Must be decisive and able to make fact-based decisions

Ability to read, write, and interpret complex reports, documents, and correspondence

High level of proficiency with technology including Microsoft Office Suite applications, customized database applications, and internet research tools

Adept at managing and prioritizing competing time sensitive requests while working well in a team atmosphere that may be under pressure

Ability to work weekends and extended work schedules as needed

Must be willing and able to travel locally within Southern California, as needed

Preferred

Experience in multi-unit retail or restaurant industry

MICROS experience

Benefits

Hybrid work schedule

Medical + Dental + Vision Insurance

401(K) Plan with match and immediate vesting

HSA savings accounts

Vacation + Sick Pay + 12 Paid Holidays

Amazing office culture

Free El Pollo Loco food (Dine Out Card) + Restaurant Discount

Discounts on theme parks, movie tickets, sports events, hotels and more…

Company

El Pollo Loco, Inc.

Glassdoor3.5

In 1980 the first American El Pollo Loco opened on Alvarado Street in Los Angeles, quickly becoming a destination for the best citrus-marinated, fire-grilled pollo in town.

Founded in 1980

Costa Mesa, California, USA

5001-10000 employees