Team Lead, Production Support
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