Tatte Bakery & Cafe · 22 hours ago
Manager, IT Support & End-User Services
Boston, MA
Full-time
Onsite
Mid Level
$90K/yr - $110K/yr
3+ years expTatte Bakery & Cafe is seeking a Manager for IT Support & End-User Services. The role involves overseeing Tier 1 and Tier 2 support operations, managing third-party help desk partners, and leading incident management and communications during outages.
E-CommerceRestaurants
No H1B
Responsibilities
Support Operations & Service Delivery
Own Tier 1 and Tier 2 support operations, ensuring timely, courteous, and effective resolution of incidents and requests
Manage day-to-day performance of the third-party help desk partner, including SLAs, quality standards, and escalation handling
Serve as escalation point and incident manager for Severity 1 and 2 issues
Lead outage and emergency communications to stakeholders, ensuring clarity and consistency
Knowledge, Process & Tool Management
Maintain and continuously improve the IT knowledge base and solution repository
Ensure consistent ticket documentation, categorization, and resolution quality
Manage service desk tooling (ServiceNow, Zendesk, Jira Service Management, or similar)
Develop scalable, repeatable support processes aligned with Tatte’s growth
Hardware & End-User Technology
Coordinate staging, provisioning, deployment, and support of laptops, POS peripherals, and other end-user hardware
Maintain accurate hardware inventory and lifecycle tracking
Partner with IT Systems and Security teams on standards, compliance, and access controls
Team Leadership & Performance Management
Conduct regular performance reviews with third-party and future in-house support resources
Coach analysts using ticket reviews, root-cause analysis, and service quality feedback
Identify performance gaps and implement action plans to improve service outcomes
Build the roadmap for transitioning to an in-house support team over time
Continuous Improvement & Special Projects
Analyze ticket trends to reduce repeat issues and inbound volume
Recommend process, tooling, or training improvements
Support special IT initiatives and rollouts as needed
Qualification
Required
3+ years of experience in IT support or service desk leadership
Experience managing third-party or outsourced IT support teams
Strong understanding of incident management and escalation processes
Ability to communicate technical concepts clearly to non-technical users
Preferred
Experience in retail, restaurant, or multi-unit hospitality environments
Hands-on experience with hardware provisioning and field support
Familiarity with ServiceNow, Zendesk, Jira Service Management, or similar tools
Benefits
401(k) (with a vesting match)
Health, dental and vision insurance
Paid vacation time and paid sick time
Free employee assistance program services
Free drinks and generously discounted meals
Exciting potential for growth
Company
Tatte Bakery & Cafe
Tatte Bakery & Cafe baking 20 hours a day in her home kitchen and selling her delicious creations to Boston farmers' markets.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Tzurit Or
Founder & CEO
ame hull
Chief Operating Officer
Recent News
2025-05-05
2025-02-04
2025-01-11
Company data provided by crunchbase