Toast
We power successful restaurants.
Boston, MA

Team Lead, Production Support

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Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. 

The Production Management Team Lead is a new and critical role within the IT Business Systems team. This role will provide high quality technical and operational application support to Toast’s internal business functions, as well as lead a team of system administrators to meet the evolving business needs of the organization. Additionally, this role will be in charge of implementing new support initiatives, as well as streamline, automate, and simplify processes.

About this roll* (Responsibilities) 

  • Lead and prioritize the Production Management team’s workload
  • Triage, reproduce, and troubleshoot incidents/requests submitted to the Business Systems team, working closely with our business partners
  • Mentor team members, identify/develop opportunities for individual growth, and set a positive example for working in a team environment
  • Execute daily changes in test and production environments to support end users with focus on security
  • Provide operational support such as managing licenses and upgrade communications
  • Manage and prioritize internal team projects in collaboration with Program Management team
  • Create, monitor, report, and lead on key performance and quality indicators
  • Represent the support team in leadership meetings

Do you have the right ingredients*? (Requirements)

  • Strong customer service mindset with a desire to deliver a high quality service
  • Experience administering Salesforce
  • Passion for process improvement and the strive for efficiency
  • Experience leading technical support teams
  • Extensive problem solving and debugging skills
  • Experience in providing services to agreed SLAs
  • Experience with working in an ITIL environment
  • Ability to work independently, with minimal supervision

Bonus ingredients* (a pinch of salt): (Non-essential skills)

  • Experience administering any of the following Enterprise Applications: ServiceNow, Docusign, Netsuite
  • Experience using ServiceNow or similar tool
  • Experience using Jira or similar
  • Experience using version control tools (GitHub)

*Bread puns encouraged but not required

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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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