Supervisor-Technology Operations Position Available In Fulton, Georgia

We are seeking a customer-focused, technically adept Support & Problem Management Supervisor to lead our Level 2 and Level 3 Support Teams, along with our Problem Management function, within a dynamic hospitality environment. This role is critical to maintaining seamless operations across restaurant, hotel, and guest-facing systems. The ideal candidate will bring strong leadership, deep technical expertise, and a service-oriented mindset to ensure issues are resolved swiftly, root causes are eliminated, and technology delivers a consistent and elevated guest experience.

RESPONSIBILITIES

Team Leadership Supervise and mentor a team of Level 2 and Level 3 Support Analysts and Problem Managers supporting restaurant and hospitality systems. Provide clear direction, training, and career development to ensure high performance and strong technical depth. Foster a collaborative culture focused on ownership, urgency, and continuous service improvement. Hospitality-Focused Support Oversee escalated support for mission-critical systems such as Point of Sale (POS), mobile ordering, back-of-house operations, reservations, loyalty platforms, and guest Wi-Fi. Ensure timely resolution of issues impacting restaurant and guest services, minimizing downtime and operational disruption. Collaborate closely with field teams, operations leaders, and vendor partners to deliver effective support. Problem Management Lead root cause analysis (RCA) and problem elimination efforts for recurring or high-impact issues. Ensure accurate problem tracking, clear documentation, and timely implementation of permanent fixes. Use problem data to inform preventive strategies and system hardening. Operational Excellence Monitor performance against SLAs and OLAs with a focus on uptime, first-time resolution, and operational impact. Optimize incident and problem management processes to align with hospitality’s unique pace and expectations. Partner with engineering, infrastructure, and third-party vendors to ensure smooth handoffs and lasting resolutions. Continuous Improvement Leverage insights from incident trends to inform proactive support, automation, and service enhancements. Contribute to the development of knowledge bases, training content, and self-service tools for field and restaurant users. Identify and recommend technology or process changes that improve service quality and responsiveness.

EDUCATION AND EXPERIENCE QUALIFICATIONS

Education:

4 Year Degree and/or Bachelor’s degree in Information Technology, Hospitality Technology, or related field (or equivalent experience).

Experience:

5+ years in IT support roles, including hands-on experience with restaurant or hospitality technologies. 2+ years in a supervisory or team lead role.

KNOWLEDGE, SKILLS AND ABILITIES

Proven experience with ITIL Incident and Problem Management frameworks. Experience supporting systems such as Brink POS, Oracle/MICROS, mobile ordering, kitchen display systems, and back-of-house platforms. Familiarity with ticketing and monitoring systems like ServiceNow, PagerDuty, or Splunk. Strong interpersonal, communication, and conflict-resolution skills. Ability to thrive in fast-paced, guest-centric environments with 24/7 operations. Inspire is a multi-brand restaurant company whose portfolio includes more than 33,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide. We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences. Inspire is a multi-brand restaurant company whose portfolio includes more than 33,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants across nearly 60 global markets. In an industry facing increasing disruption, our leaders saw an opportunity to build a restaurant company unlike any other – one that brings together differentiated yet complementary brands and aims to make them stronger than they would be on their own. Found inherently in the purposes of our family of brands, we identified a common thread between our restaurants – the capacity to inspire. From guest experience to career development to community well-being, Inspire plays a role in the lives of millions of people every day. Our brands are diverse, distinctive, and fan favorites. In a sense, you could say we seek those who provide something different than the norm.