Information Technology (IT) Manager

About the position

At DIG, we’re building our technology with the same passion we apply in our kitchens. Information Technology (IT) is relied on daily by DIG’s loyal customer base and nearly every internal department -- from making sure Sweet Potatoes are available to our online customers to ensuring data security. Given this responsibility, DIG’s IT team hustles to ensure our guests and employees experience technology seamlessly so that the focus remains on the food and our mission. In the spirit of providing the very best for our end-users, we’re searching for an enthusiastic IT Manager to lead our growing team. You will report to our CEO and work strategically to plan an IT infrastructure that supports restaurant growth and daily operational coverage. If you are looking for an opportunity to lead a small IT team with big aspirations, this is the role for you! In this role, you will focus primarily on managing (1) systems maintenance, system design and deployment, (2) restaurant IT support structure and (3) restaurant IT networking and infrastructure. This role is right for you if you are equal parts willing to troubleshoot live with a restaurant manager and step back to develop strategy and processes.

Responsibilities

• Lead the future of IT strategy and deployment
• Provide input into new systems selection process from the IT perspective and improvements to current systems
• Advise and contribute to system design, including but not limited to functionality, features, reporting, users, permissions, and security
• Lead piloting and deployment for in-store software
• Own IT budget; build annual budget and manage it, find opportunities to reduce costs/overhead
• Build processes to improve our IT support model, both for restaurants and for internal support staff
• Consider what IT support tasks should be outsourced vs in-house; find partners, negotiate contracts, and manage
• Iterate on current support processes, e.g., ticketing systems, integrations, etc.
• Ensure our help desk model is sustainable and effective for the employees and organization, e.g., call schedule, triage systems, inventory lifecycles
• Build all of the above for scale
• Manage both internal IT Support Specialist(s) and external vendor relationships, including ISPs, security partners, low voltage/tech support vendors, and POS providers
• Collaborate cross-functionally to support department technology needs and assess compatibility and feasibility with the existing tech stack in restaurants
• Support with restaurant build-out process, advising on IT infrastructure, data requirements, audio/security camera requirements/design, and restaurant tech setup
• Manage IT metrics to inform the organization on performance of systems and help desk; report out regularly
• Support and facilitate the installation of technology in our New Restaurant Openings by acting as boots on the ground support to ensure everything works properly and the team knows how to troubleshoot to the best of their ability
• Lead PCI compliance efforts: building and updating procedures, documentation, and self-assessment audits
• Develop and maintain comprehensive IT documentation, including systems architecture, standard operating procedures, and troubleshooting guides
• Foster a culture of continuous improvement within the IT team, promoting learning, collaboration, and accountability
• Serve as an escalation point for critical incidents and help drive root cause analysis to prevent recurrence
• Apply a hands-on, lean approach and fill in gaps for the team as needed
• Travel to various restaurant locations to provide on-site IT support, including installations, troubleshooting, and resolving field IT requests

Requirements

• Experience as an IT manager, ideally in a retail/physical store environment. Restaurant experience is a huge bonus!
• Familiarity with POS systems (e.g., Toast, Aloha, etc.), restaurant technology platforms, or kitchen display systems
• A degree in Information Technology, Computer Science, or other technical fields
• Experience with Mac and Windows-based Operating Systems
• Experience implementing or managing cloud-based productivity tools (e.g., Google Workspace, Microsoft 365, Slack, etc.)
• Hands-on experience with network administration and network installation
• Proficient in computer hardware, cabling installation, and IT security
• Strong analytical abilities, critical thinking skills, and attention to detail
• Ability to lead staff and projects, and delegate responsibilities as appropriate
• Excellent communication and collaborative skills - you must be able to work with stakeholders and also roll information up and present to the executive team

Benefits

• Health Insurance (Medical, Dental, and Vision)
• 16 weeks of Fully Paid Parental Leave (for primary and secondary caregivers)
• Short-Term Disability
• Bonus Potential
• Phone reimbursement
• Commuter benefits
• Company laptop
• Flexible vacation time (up to 20 days a year)
• Hybrid work environment
• Complimentary DIG lunch every day