Siemens Digital Industries Software Jobs

Overview

Support Now at Chick-fil-A, Inc. delivers 24/6 support services to over 3,000 quick-service restaurants, ensuring seamless operations for Chick-fil-A Franchisees—Operators and their Team Members. As part of this mission, the Team Lead, Support Now – Restaurant Support, plays a critical role in leading, coaching, and motivating a team of Level I Analysts who provide essential IT troubleshooting and technical support to restaurant teams. This role supports our Phone IT Agent team and will be a shift start time of 2:00pm-11:00pm end

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Responsibilities

• Provides daily directions and insights to a team of in-office and remote IT Analysts

• Push for continued process improvements and effortless experience for the Restaurants we serve

• Attend meetings and planning sessions that relate to IT support.

• Hold regular one-on-one meetings with direct reports to reinforce the vision, common goals, individual goals, discuss performance and development strategies/plans, and determine training needs

• Attend weekly meetings with CFA Staff and Vendors to discuss issues, causes and/or bug fix of escalation

• Act as an escalation point for all requests and incidents related to IT support.

• Assist in the hiring and performance managing the IT analysts.

• Oversee the overall performance of the team’s tickets and calls.

• Provide immediate feedback to direct reports

• Manage SOP adherence, queue management

• Monitor analyst’s incidents for possible coaching/training opportunities

• Periodically listen to calls (remotely and side by side) to improve quality, minimize errors, and track analyst performance

• Ensure that direct reports receive proper QA advisement, KCS mentoring, and other necessary training to be successful in role

• Provide feedback to the Chick-fil-A HELP Leadership Team on performance metrics.

• Work closely with Workforce Management to make sure proper staffing and coverage is in place for IT support

• Recognize employees for exceeding expectations and/or creating remarkable experiences.

• Maintain high morale through education, communication, displaying interest in the analysts both professionally and personally.

Minimum Qualifications

• 3+ years of experience

• Bachelor's degree

• People development and leadership experience

• Ability to work independently with minimal supervision

• Knowledge: Topics and information that are applied directly to the performance of work such as:

• Generally accepted servant leadership principles

• Supervisory experience

• Knowledge and understanding of Chick-fil-A’s Corporate Purpose

• Proficient with Word, Excel, PowerPoint

• Process improvement

• Skills: Technical or manual proficiencies that are learned through job training such as:

• Analytical skills and problem-solving

• Accountability

• Adaptability

• Proficient in collecting and analyzing complex data,

• Outstanding verbal and written communication skills

• Attention to details and good documentation skills

• Good interpersonal skills

• Abilities: The capacity to apply knowledge and skills as well as characteristic attributes such as:

• Ability to use sound reasoning to interpret data;

• Building strong relationships and motivating others

Preferred Qualifications

• 1-3 years of leadership or supervisory experience

• Leadership position leading team(s)

• Customer service experience

• Help Desk/Call Center leadership experience, a plus

• Hospitality and/or Chick-fil-A restaurant experience, a plus

Minimum Years of Experience

3

Travel Requirements

10%

Required Level of Education

Bachelor's Degree

Job FunctionHelp Desk

Position TypeExperienced Professionals

Requisition ID2025-18120

Posting Location : LocationUS-GA-Atlanta