Toast
We power successful restaurants.
Boston, MA

Director of Global IT Support

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Toast Overview: 

We’re not your traditional tech company. We recognize that talented people often come from outside the tech space. No matter what your background is, there’s a place for you at Toast. We’ve 86’d the conventional workplace for one where people can truly bring their full selves to work. Together, we empower restaurants of all sizes to build great teams, increase revenue, improve operations, and delight their guests. We pair our deep understanding of the restaurant industry with powerful cloud based software and restaurant-grade hardware to deliver an intuitive all-in-one platform. Join us on our mission to empower the restaurant community to delight guests, do what they love, and thrive.

Bready* to make a change?

The Director of Global IT Support will provide strategic direction and operational leadership for all IT Support Services. They will bring their expertise in Support Management, and apply best practices to the team, to ensure the department is providing a top class level of support. They will be responsible for ensuring an exceptional customer experience, establishing and meeting service levels that align with business and IT strategies, developing staff, streamlining processes, maintaining efficient and high quality operations, managing budgets and managing vendors and contracts as needed

About the roll*:

  • Provide leadership through strategic direction and active engagement to align IT Support functions and priorities with Toast business goals.
  • Manage the development and maintenance of support processes, strategies, and tactical plans.
  • Provide guidance to IT Help Desk Managers to ensure alignment and enforcement of functional objectives.
  • Foster a Customer Service culture through active engagement, leadership, and a strong sense of accountability within the IT Support organization
  • Ensure availability, quality, and consistency of IT Support Services, serving as the primary point of contact for all IT incidents and general service requests.
  • Formalize and monitor Service Levels including team responsiveness, service request updates, incident communications, and system performance & uptime.
  • Establish and maintain performance metrics for all associated IT Support functions.
  • Maintain departmental IT Support strategic plans, knowledge base, and tactical processes.
  • Manage and develop IT Support leaders and staff.
  • Explore Automation, AI and other modern methods of request/incident resolution, in order to make the IT Support function more efficient and increase employee satisfaction

Do you have the right ingredients*?

  • 5+ years experience leading a Global Support Organization
  • BS degree in business management or a related field
  • Extensive business case development, including cost/benefit analysis and total cost of ownership
  • Strong Service Management and Project Management experience including SLA management, KPI/Key metric reporting, service management processes and tools, Contact Center strategies, user access management, ITIL, and change management.
  • Business Processes and Operations experience
  • ITIL Certification preferred
  • Experience with ServiceNow ITSM is a plus


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What are Toast Perks + Benefits

Toast Benefits Overview

Toast strives to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total reward package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our employees’ changing needs.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
We have 14 employee resource groups, known as Toast Communities, dedicated to empowering employees.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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