Manager, IT Restaurant Support

Manager, IT Restaurant Support

Cultivate a better world. Food served fast does not have to be a typical fast-food experience. Chipotle has always done things differently, both in and out of our restaurants. We are changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you will join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone.

The Opportunity

As the Manager, IT Restaurant Support, you will be responsible for leading and scaling a Tier 2 Technical Operations team focused on the restaurant technology stack, including but not limited to POS, payments, kitchen systems, back office, digital ordering, hardware, and software. You will own escalations from the IT Service Center, drive proactive detection and automation from logs and telemetry, reduce restaurant downtime, protect the guest and employee experience, and continually improve Service Level Agreements (SLAs) through data-driven practices in a high-volume, time-sensitive environment.

Location

This position will be based in our Columbus, OH office 4 days per week (with work from home on Friday). Remote work is not available for this role.

What You'll Do

• Define clear team objectives aligned with organizational and departmental goals, implementing automated mechanisms, such as dashboards, alerts, and KPIs, to monitor and measure impact and achievement of goals.
• Lead the Tier 2 escalation team to serve as a point from the IT Service Center, ensuring timely diagnosis and resolution in line with SLAs, coordinating with Tier 1, engineering (Tier 3), and vendor partners, as needed.
• Establish scalable structures and practices to support rapid growth and consistent, high-quality operations.
• Analyze incidents, alerts and ticket data to identify trends; recommend improvements across people, processes and systems.
• Leverage data-driven insights to influence cross-functional support to enhance the restaurant technology experience.
• Manage knowledge base content accuracy, with an emphasis on closing knowledge gaps and shifting left to drive resolution closest to the customer.
• Build proactive support by mining logs and telemetry to identify signals and patterns, designing detectors, alerts and automation opportunities to resolve issues before they impact restaurant operations.
• Convert alert trends into automation and self-healing recommendations, partnering with engineering to deliver permanent fixes and reduce repeat incidents.
• Participate in key technology pilots and launch readiness.
• Research and recommend improvements to mitigate service level risks.
• Propose and develop new policies, procedures, and best practices designed to improve the efficiency and effectiveness of the group, ensuring compliance with all policies, procedures, and best practices.
• Manage hiring, mentoring and coaching; guide performance, development, engagement for high performers, and corrective action, where needed.

What You'll Bring to the Table

• Bachelor's or Associate's Degree in Computer Science or equivalent in education and experience preferred.
• 5 - 8 years of supervisory experience leading IT support within SLA-driven environments.
• Strong troubleshooting experience, preferably in the restaurant/retail industry.
• Experience with NCR Quick Service technology is preferred.
• Familiarity with IT Service Management platforms and metrics such as ServiceNow and Jira.
• Excellent written, verbal, and interpersonal communication skills with a demonstrated ability to translate technical issues for non-technical partners.
• Proven leadership and sound decision making, especially under time pressure.
• Strong collaboration and structured problem-solving skills such as incident handling and root cause analysis.
• Data-driven, proactive approach centered on the guest experience.
• Flexibility to work evenings, weekends, and/or holidays as needed.
• Must be available for on-call support on a rotating basis.

Pay Transparency

A reasonable estimate of the current base pay range for this position is $98,000.00–$137,000.00. You are also eligible for annual cash bonuses and equity awards based upon performance and other factors. Actual compensation offered may vary depending on skill level, experience, and/or education. Chipotle offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k, sick leave, vacation time, and much more. Visit jobs.chipotle.com/benefits for more details.

Who We Are

Chipotle Mexican Grill, Inc. (NYSE: CMG) is cultivating a better world by serving responsibly sourced, classically cooked, real food with wholesome ingredients without artificial colors, flavors or preservatives. Chipotle has restaurants in the United States, Canada, the United Kingdom, France and Germany and is the only restaurant company of its size that owns and operates all its restaurants in North America and Europe. With employees passionate about providing a great guest experience, Chipotle is a longtime leader and innovator in the food industry. Chipotle is committed to making its food more accessible to everyone while continuing to be a brand with a demonstrated purpose as it leads the way in digital, technology and sustainable business practices. For more information or to place an order online, visit WWW.CHIPOTLE.COM

Chipotle Mexican Grill is an equal opportunity employer that values diversity at all levels. As a people-first company rooted in values, our purpose extends beyond serving nutritious food using real ingredients. It means hiring world-class individuals and fostering a culture that champions diversity, ensures equity, and celebrates inclusion. All qualified applicants, regardless of personal characteristics, are encouraged to apply. Qualified applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. Please contact ADAaccommodations@chipotle.com if you need an accommodation due to a disability to complete an application, job interview, and/or to otherwise participate in the hiring process. This email does not respond to non-accommodations related requests.