At Cracker Barrel, our mission is Pleasing People. This is evident from the moment you walk through our doors, with the first smile that greets you, from the items in our retail store to the food on the table, we welcome you home!
The Supervisor of Technical Support leads and directs Technical Support operations including establishing standards, distribution of assignments, staff training and development. Builds business relationships and partnerships throughout IS and the organization and provides counsel to leadership regarding technology to enhance business performance. Manages departmental budget. Monitors and ensures IS compliance to Cracker Barrel standards.
- Supervises staff
- Monitors service levels for stores and remote users
- Monitors productivity metrics
- Administers budget
- Determines technologies and tools to provide best service
- Develops relationships with other departments
- Creates and maintains internal processes in line with ITIL standards.
Experience and Education
- Bachelor of Science / Bachelor of Arts degree or equivalent experience. Help desk experience in a similar environment.
Certifications
ITILV4 (Preferred)
Knowledge and Skills
- Knowledge of software and hardware systems.
- Excellent customer service skills.
- Teamwork and collaborative skills.
- Ability to learn and adapt to changing technology.
- Excellent written and oral communication skills
- Strong organizational skills
- Demonstrated leadership abilities
- Excellent analytical, problem solving, and decision making skills
- Experience providing excellent customer service using ITIL methodology.
Work Environment
- Hybrid role, mix of onsite and remote work
- Second Shift, Sunday-Thursday 4PM-1AMCST
NOTE: Racism, either overt or perpetuated through unconscious bias, has no place at Cracker Barrel Old Country Store, and both our Mission and People Promise are firmly rooted in the principle of valuing what everyone brings to the table. Our employees work hard to ensure that our brand, which is grounded in genuine hospitality and nostalgia, represents only what is good about those things. While our dcor and food may harken back to earlier times, our inclusive culture and beliefs about equality and diversity do not.
Street 2: 307 Hartmann Drive
Street: Home Office
External Company Name: Cracker Barrel Old Country Store, Inc.
External Company URL: www.crackerbarrel.com
Store #: 001
In compliance with federal and state equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, genetic information, national origin, age, marital status, medical condition, disability or any other class expressly protected by law. Qualified applicants are considered for employment according to the laws of the respective state of employment. If you feel this policy has been violated, you may report such instances to the Employee Relations Department online (http://www.crackerbarrel.com/contact-us/employee/ ) or toll free at 1 800-333-9566.
Cracker Barrel does not unlawfully discriminate in hiring. If you are interested in applying for a position and need a reasonable accommodation during the application process, please contact (1-800-333-9566) so that we can work with you to reasonably accommodate you. Note that individuals who have any hearing impairment will be reasonably accommodated in the application process.
