IT Manager

Be Part of a Pittsburgh Legend

WHAT YOU’LL DO

• Lead, manage, and develop the IT support team and technicians — setting expectations, monitoring performance, and providing coaching and training.
• Serve as the senior point of escalation for complex, high-priority technical issues across restaurants and the home office.
• Administer, troubleshoot, and support the Aloha POS system — including configuration, menu/item setup, store rollouts, and resolving in-store POS issues.
• Support restaurant back-office and reporting systems (e.g., Restaurant 365, NCR Back Office) and their integrations.
• Manage restaurant and home-office network infrastructure — switches, firewalls, wireless, and connectivity — ensuring uptime across all locations.
• Support the full store technology stack — POS terminals, payment/pin-pad hardware, kitchen display systems (KDS), printers, business phone systems, and security cameras.
• Provide Windows desktop and server administration, including endpoint deployment, patching, and break/fix support.
• Administer Microsoft 365 (Exchange, SharePoint, Teams, OneDrive) and supporting identity and collaboration services.
• Manage the third-party support partner that handles Level-1 end-user support — overseeing performance, holding them to service-level agreements, and managing issues escalated to the internal team.
• Own day-to-day relationships with MSPs and IT service vendors — including telecom, internet/connectivity providers, and hardware suppliers — coordinating support, response times, renewals, and understanding each vendor's contract terms and spend.
• Plan and execute IT projects: technology deployments, upgrades, and new restaurant openings.
• Track and provide input to the IT budget — hardware purchasing, vendor spend, and cost-effectiveness of IT operations — with financial approvals and final budget authority held by the CEO/CFO/Controller.
• Support cybersecurity and PCI compliance efforts across the brand's systems and store environments.
• Develop and maintain IT documentation, standards, and SOPs in SharePoint for internal staff, vendors, and end users.
• Develop KPIs and operational metrics to measure and improve support performance.

Duties, responsibilities, and activities may change at any time with or without notice.

CORE COMPETENCIES

WHAT YOU BRING

Required

• Minimum 3 years of related, relevant IT experience, including team lead or supervisory experience; Bachelor's degree preferred or equivalent technical/network/computer-science experience.
• Direct, hands-on experience with the Aloha POS system (setup, configuration, networking, and troubleshooting).
• Experience supporting IT in a restaurant, hospitality, or multi-unit retail environment.
• PCI compliance experience in a payment-processing environment.
• Network administration experience — switches, firewalls, wireless setup and configuration.
• Windows desktop (10/11) and Windows Server administration and troubleshooting.
• Microsoft 365 administration (Exchange, SharePoint, Teams, OneDrive).
• Experience troubleshooting business phone systems, security cameras, and multifunction printers.
• Familiarity with restaurant back-office and reporting systems (e.g., Restaurant 365, NCR Back Office).
• Ability to travel up to 25% to restaurant locations as needed.

Preferred

• Microsoft Azure / cloud administration experience.
• Experience with Restaurant 365.
• Experience managing IT across multiple sites or restaurant locations.

Experience working with managed service providers (MSPs).