Information Technology Operations Manager

Job Title: IT Operations Manager

Location: Remote (U.S.-based) with quarterly in-office visits

Department: Information Technology

Reports To: SVP of IT

Employment Type: Full-Time, Salaried

About the Role

WKS is seeking an experienced IT Operations Manager to join our IT leadership team and help drive operational excellence across our 400+ quick-service restaurant locations. You’ll oversee our help desk and field technicians, manage vendor relationships, and work closely with our franchisor and operations teams to ensure seamless in-store technology experiences for both crew and customers.

If you enjoy process improvement, cross-functional collaboration, and mentoring a capable IT team — and want to work in a dynamic, fast-paced environment — this role is for you.

What You’ll Do

Leadership & Management (60%)

• Manage a team of 2 help desk agents and 4 field technicians (2 FT, 2 PT)
• Act as an escalation point for tickets, outages, and vendor issues
• Set priorities and allocate workloads in coordination with the SVP of IT
• Interface with Operations leadership to resolve complex store-level issues
• Lead vendor relationships and negotiate contracts, pricing, and SLAs
• Oversee projects like hardware upgrades, remodel coordination, and billing cleanup

Technical Oversight (40%)

• Maintain admin-level access to Zendesk, Notion, and Google Workspace
• Ensure proper execution of user provisioning/deprovisioning processes
• Review and refine IT security policies and processes
• Lead quarterly SOX compliance reviews (e.g., user access audits)
• Support and oversee internal documentation, SOPs, and runbooks
• Track asset inventory (lightweight process currently)
• Manage or supervise API-based automations and integrations (n8n)

Tools We Use

• Zendesk (ticketing, task tracking)
• Notion (projects, documentation)
• Google Workspace (email, chat, docs)
• Domo (business insights)
• n8n (automation)

Who You Are

• Curious about technology-driven automations and process improvements
• Strong communicator and relationship-builder across technical and non-technical teams
• Comfortable managing vendors, contracts, and expectations
• Familiar with QSR operations or POS systems (Aloha experience is a major plus)
• Naturally organized, process-oriented, and proactive
• Technical enough to understand infrastructure and systems — but energized by coaching people and improving processes
• Comfortable working remotely, with occasional in-office visits

Preferred Experience

• 3–5 years of experience in IT operations, help desk management, or similar
• Background in multi-location retail or restaurant environments
• Prior leadership or team management experience
• Experience working with franchisors is a strong plus
• No certifications required — we care more about problem-solving, empathy, and follow-through