Principal Team Leader, IT Problem Management

Overview

Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.

The Application Support & Problem Management (ASPM) Principal Team Leader is responsible to manage and lead the Application Support & Problem Management team at CFA HELP, which provides support for all restaurant technologies. The 12-member ASPM team is assigned to the entire suite of restaurant technologies. They are the technical experts within Support Now (Restaurant Support) and troubleshoot the most difficult technical problems. The Senior Specialists partner with the business analysts of their respective applications/configuration items to establish root cause and resolutions for issues, provide input into future product developments/piloting, as well as share trends.

• Serves as a point of escalation for DTT managers
• Serves as a point of contact during critical outages
• Requests feedback from DTT business analysts on the performance of the team.
• Partner closely with other escalated support team leaders

• Provides training and coaching on troubleshooting, root cause analysis, and data analysis skills.
• Provides regular feedback to each Application Support & Problem Management (ASPM) team member.
• Helps ASPM team members grow their influence in DTT.

• Team is fully knowledgeable of DTT's new product releases or enhancements and ensuring that all HELP analysts are trained and ready to field calls before rollout.
• Team is able to resolve incidents or recreate the issues and escalate to the appropriate groups in a timely manner.
• Team updates knowledge articles for content and accuracy to be used by analysts and Operators.
• Team partners with DTT to conduct root cause analysis on Problem tickets and provides feedback to DTT business analysts resulting in a decrease in problems at the restaurant.
• Team provides trends and reports that identifies issues that need to be addressed by DTT.
• Team constantly improves processes for greater efficiency and effectiveness.
• Team provides tools including automation for themselves and other analysts across HELP.

• Bachelor's degree
• 5+ years of demonstrative effectiveness in managing teams
• Customer service, problem management experience, project management experience
• Contact center experience

• Master's degree
• 7+ years of demonstrative effectiveness in managing teams
• Lean Six Sigma Green Belt or higher, ITIL certifications
• Strong written and verbal communication skills
  
• Ability to effectively influence
  
• Excellent interpersonal skills
  
• Ability to work independently with minimal supervision
• Strong analytical and problem-solving skills
• Effective critical thinking skills
• Servant spirit with a strong sense of stewardship