Be an early applicantLess than 25 applicants

Company

McDonald's · 1 day ago

Director, Technology Support (US Tech)

Chicago, IL

Full-time

Onsite

Director/Executive

$165K/yr - $215K/yr

10+ years exp

Maximize your interview chances

Food and BeverageHospitality

H1B Sponsor Likely

Insider Connection @McDonald's

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Problem Management – Analyzing data visualizations and support ticket data, alongside your team, to identify root causes ahead of partnering with other US Technology teams for E2E problem resolution

Act as a point of escalation for sophisticated or high-priority support issues, working closely with multi-functional teams to drive resolution and mitigate risks

Measurement – Identifying, generating, and taking ownership of critical metrics needed to monitor and supervise Restaurant Technology Support team success, and improvement over time tied to key strategies implemented

Vendor Management – Managing SLA and contract alignment with 3rd parties, effectively closing knowledge gaps with contractors, and assessing performance on a continuous basis

Knowledge Management – Communicating and creating effective information cascades for knowledge of new products and features

Lead major incident management efforts, including identification, escalation, resolution, and post-incident review

Coordinate cross-functional teams to address critical issues promptly and minimize business impact

Implement proactive measures to prevent recurring incidents and improve incident response processes

Executive Communication – Summarizing technical problems, their impact, and tactical next steps for an executive audience’s awareness

Continuous Improvement – Highlighting opportunities for enhancement of current processes and ways of working, tying back to the overall vision and strategy within US Technology Deployment, all backed by data-driven measurements

Supervise the delivery of technical support services to internal and external collaborators, ensuring timely resolution of issues and adherence to service level agreements

Monitor support ticket queues and workload distribution, identifying areas for optimization and resource allocation

Implement best practices and standard operating procedures to streamline support processes and enhance efficiency

Drive initiatives to optimize support processes, tools, and systems, using automation and technology to improve efficiency and effectiveness

Establish key performance indicators for the support team and regularly monitor metrics to assess performance and identify areas for improvement

Generate reports and presentations to communicate support team performance, trends, and recommendations to senior management

Prioritization – Leading a team of technical experts in strategic and operational goals while balancing short-term and long-term needs

Team Development - Defining opportunities for individual growth with reporting team members through effective goal-setting

Represent the Support Team in various projects and initiatives, demonstrating expertise and dedication

Be well-versed in all Support product areas, capable of providing backup support to team members, and facilitating cross-training to ensure seamless operations

Lead and empower a team of technical support specialists, providing guidance, coaching, and performance feedback

Foster a positive team environment that promotes collaboration, innovation, and continuous improvement

Set clear objectives and goals for the support team, ensuring alignment with departmental and organizational objectives

Mentor and develop team members to enhance their potential and performance

Partnerships – Establishing relationships with key stakeholders within the US Market ranging from senior leaders to individual contributors across multiple functions (e.g. Sr. Directors to engineers)

Key customers include US and Global Technology, Field Technology Teams, Operations, Product Development Teams, Deployment Services, Owner/Operators, and Suppliers.

Serve as the main point of contact for critical issues from internal groups and external partners

Communicate effectively with stakeholders regarding support status, incident updates, and resolution timelines

Collaborate with other teams to ensure alignment on support priorities and initiatives

Oversee the day-to-day operations of restaurant facing support teams, ensuring high-quality service delivery and customer satisfaction

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technology programs leadershipIssue resolutionProcess optimizationTechnology implementationMonitoring toolsIncident management toolsVisual reporting toolsVendor managementCustomer service focusData analysisProject management

Required

10+ years of experience in leading technology programs, issue resolution, and process optimization

Bachelor's degree in Computer Science, Information Technology, or related field

Solid understanding and experience in technology implementation processes, deployment functions, and post-deployment operational functions

Familiarity with monitoring and incident management tools such as New Relic, DataDog, ServiceNow, JIRA, and Confluence

Experience with quickly gathering insights from visual reporting tools including PowerBI and determining next-best-action

Disciplined program, project, and time management skills with the demonstrable ability to work in a multi-functional, distributed, and diverse workforce environment

Curiosity, with a proactive attitude - a bias towards actions and 'getting things done'

Ability to jump 'into the weeds' of data visualizations and support tickets, alongside your team, to effectively analyze and verify the true root cause has been identified ahead of solving

Experience in vendor management, especially for distributed teams across multiple technologies and/or deployment domains

Proven track record of the ability to build effective teams and leverage talent

Experience in driving clear outcomes and facilitating problem-solving 'war rooms' for major incidents – supervising next steps, follow-ups, and interim communications proactively

Good communication and interpersonal skills, with the ability to effectively interact with partners at all levels of the organization

Experience working in a fast-paced, customer-focused environment, with a commitment to delivering exceptional service and support

Benefits

Benefits eligible: Yes

Bonus eligible: Yes

Long term incentive eligible: Yes

Company

McDonald's

Glassdoor

3.6

McDonald's is a global foodservice retailer generating revenue through company-owned restaurants, franchise royalties, and licensing pacts.

Founded in 1955

Oak Brook, Illinois, USA

10,001+ employees

http://www.mcdonalds.com

H1B Sponsorship

McDonald's has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (22)

2022 (23)

2021 (66)

2020 (13)