Senior IT Support Manager
Senior It Support ManagerThe Senior IT Support Manager delivers fast, reliable, crew-focused technology support to Raising Cane's Restaurant Support Offices (RSO), field, and Business Unit (BU) teams. This role leads end-user support to ensure crew and leaders have the tools they need to support restaurants that consistently deliver the perfect box, while providing a high-quality, high-touch experience for senior leaders and reinforcing Raising Cane's culture and values.Your Impact and Responsibilities:Define and execute an end-user support strategy aligned with business objectives, restaurant operations, and service expectationsEstablish, monitor, and continuously improve KPIs, SLAs, and service delivery standardsLead and develop end-user support teams with a strong focus on accountability, urgency, and a customer-first mindsetDeliver high-touch, white-glove IT support for senior leadership, including meetings, travel, and critical business eventsManage onsite and remote desktop support across corporate-managed and BYOD Mac/MacBook environments, ensuring timely incident and request resolutionOversee endpoint provisioning, configuration, deployment, and lifecycle management for laptops, tablets, and related devicesPartner with Infrastructure and Security teams to deliver stable, compliant, and secure endpoint environmentsOptimize ticket workflows, escalation paths, and knowledge base usage to reduce volume through root-cause resolutionEnsure adherence to IT security policies, endpoint patching, protection, and incident response standardsManage vendor relationships, hardware procurement, inventory, and asset lifecycle to maintain cost-effective, high-quality supportQualifications:7+ years of IT support experience, including 3+ years in leadership rolesDemonstrated experience leading desktop or end-user support teamsStrong proficiency supporting Mac/Apple and Windows devices, with a strong emphasis on MacBook supportWorking knowledge of SMB-level networkingExperience providing executive or VIP technology support with a high level of professionalism and discretionSolid understanding of ITIL or similar service management frameworksStrong leadership, communication, and stakeholder management skillsPreferred Qualifications:Bachelor's degree in Information Technology or related fieldITIL (v3/v4), HDI, or similar certificationExperience supporting multi-site or enterprise environmentsFamiliarity with endpoint management tools such as Intune, Ivanti Neurons, SCCM, or JAMF