Supervisor, IT Helpdesk

Job description

About SpotOn We’re not just building restaurant tech, we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed. - Named the #1 Restaurant POS by G2 (Summer 2026), based on ratings from real users - Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users - Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you. In the last 2 years, SpotOn has: - Raised $300M in Series F funding (valuing SpotOn at $3.6 Billion) - Earned awards for Great Places to Work and Built In’s Best Places to Work - Helped local businesses succeed with technology and support to battle through the labor shortage while also helping their employees earn more. This year, we’re going even bigger—caring hard and moving fast down the path of high growth and positive impact. We are actively seeking the Helpdesk Supervisor provides daily oversight of the Helpdesk team to ensure prompt and efficient IT support enabling our colleagues to achieve SpotOn’s goals. They work with the Helpdesk team to address any questions (technical or procedural) and ensure tickets are addressed in a timely manner. Also critical is the review of work performed to ensure accuracy and improve the quality of the Helpdesk work. KEY RESPONSIBILITIES: - Guide Helpdesk staff with procedural, policy, and technical questions - Ensure SLAs are met and work with the the Helpdesk staff to address issues - Ensure adherence to the Helpdesk staff schedule for direct reports and address issues - Perform biweekly 1:1s of direct reports - Conduct weekly regional meeting for Reporting Helpdesk staff - Mentor and train Helpdesk staff - Work cross-functionally with other technology teams to ensure safe and proper operations - Assist with handling of tickets (including escalation, fill-in, and surge) REQUIREMENTS: - Ability to work independently - Proven ability to build processes that improve quality, accountability, and timely closure of helpdesk issues - Moderate Knowledge (3+ years) of Okta User/Group Administration - Moderate Knowledge (3+ years) of Google Workspace User/Group Management/Administration - Moderate Knowledge (3+ years) of Macintosh and Windows Configuration and Administration - Proficient in Troubleshooting Desktop Hardware - Proficient with Upgrading and Basic Repair of PC Hardware - Moderate Knowledge in Networking Technologies - Moderate Skill in VoIP Softphone Deployment and Troubleshooting - Strong US English verbal and written communication skills (multi-lingual preferred) Qualification: - High school diploma or better The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. This job description is subject to change at any time. We will never ask candidates to pay fees, purchase equipment, or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@spoton.com http://spoton.com). If something seems suspicious, please contact us at careers@spoton.com. SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. Work authorization in the U.S. is required. Visa sponsorship is not available for this role. SpotOn is an E-Verify company.