Sr. Team Leader, Staff Technology Support

Are you a strategic and technically astute leader ready to elevate technology support to new heights?

Chick-fil-A is seeking an exceptional Senior Team Leader to spearhead our comprehensive staff-facing technology support functions. In this critical role, you will be at the forefront of ensuring seamless and outstanding technology experiences across our Support Center, CFA Supply, Bay Center Foods, and International operations.

You will lead diverse teams, including our onsite support lab and laptop depot, as well as our Service Desk (call center) operations. A key aspect of this role also involves providing specialized technology support to our Executive team. We are looking for someone who masterfully blends robust technical expertise with an unwavering commitment to customer service, driving strategic initiatives in analytics and knowledge management to continuously optimize our support operations and significantly enhance the overall user experience.

If you thrive on fostering a collaborative environment, driving continuous improvement, and developing high-performing teams that directly contribute to the success and well-being of our staff, we invite you to explore this exciting opportunity to make a significant impact.

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.

• Strategically lead and manage a 24/7 remote phone support team, ensuring the delivery of high-quality, round-the-clock assistance.
• Direct the operations of our in-person support lab, guaranteeing timely and effective technology troubleshooting and support for end-users.
• Oversee the laptop depot team, driving efficient imaging, provisioning, and delivery processes, and partner closely with the Asset Lifecycle Management team for comprehensive corporate hardware asset management.
• Lead the Executive Support function, providing specialized and highly responsive technology assistance to our Executive team.
• Drive the consistent delivery of timely and accurate customer service, ensuring adherence to measurable Service Level Agreements (SLAs), and actively contribute to continuous improvement by responding to queries and expertly handling escalations.
• Collaborate with leadership to develop and implement standardized support models and execute robust support strategies for all corporate offices, both domestic and international.
• Manage vendor relationships, including contract negotiations, performance monitoring, and continuous service delivery improvements to maximize value and efficiency.
• Foster strong collaboration with other technology support teams and business units to develop, maintain, and refine comprehensive support policies, procedures, and processes.
• Champion a data-driven approach by analyzing support data (including call logs, ticket trends, and customer feedback) to proactively identify recurring issues, pain points, and critical areas for enhancement.
• Create regular reports on key support metrics (call volume, resolution time, customer satisfaction) to track progress and identify trends.
• Develop and monitor key performance indicators (KPIs) to assess the effectiveness of support strategies.
• Leverage data insights to develop and implement innovative strategies that optimize support processes and significantly improve operational efficiency.
• Partner strategically with other DTT support teams to ensure alignment of overall support strategy, understanding their roadmaps to integrate capabilities and resources effectively within the front-line support framework.
• Communicate critical support trends and valuable customer feedback to relevant stakeholders, influencing product development and continuous improvement initiatives.
• Lead, develop, and inspire direct reports, fostering a culture that embodies Chick-fil-A’s core values and guiding principles.
• Drive workforce engagement, champion recognition programs, and promote diversity and inclusion within the team.
• Hold direct reports accountable for achieving team goals and objectives, as well as coaching and mentoring to support their professional growth.
• Stay current with industry best practices and emerging support technologies, integrating relevant advancements to continuously enhance our support capabilities.

• Bachelor’s Degree or the equivalent combination of education, training and experience from which comparable skills can be acquired
• 4+ years of experience
• Experience with ServiceNow Incident, Problem, and Knowledge Management
• Tools & Systems: Intune, WorkspaceONE, ServiceNow, Jira, Confluence, Tableau
• Work Schedule: Standard business hours with occasional after-hours support or weekend coverage, as needed
• Location: Support Center Buffington; hybrid with in-person
  Team Size: Leads a team of 2 Full Time Staff and 4 Project Full Temporary Staff
• Ability to context switch
• Technical Proficiency (Strong understanding of IT systems, networks, and software. Familiarity with endpoint management, automation, and analytics. Ability to troubleshoot complex technical issues.)
• Leadership & People Management (Ability to motivate and develop a team of support technicians. Experience in hiring, training, and mentoring tech support staff. Patience, conflict resolution and decision-making skills. High EQ. Comfort of role being player-coach)
• Customer-Focused Mindset (Strong communication skills to explain technical issues in simple terms. Ability to handle escalations and difficult customers with professionalism. Focus on delivering excellent user experiences. Patience and attention to detail.)
• Problem-Solving & Critical Thinking (Quick thinker who can diagnose and resolve technical problems effectively. Ability to prioritize tickets and allocate resources efficiently. Experience in root cause analysis to prevent recurring issues.)
• Process & Automation Orientation (Knowledge of IT service management (ITSM) frameworks like ITIL. Understanding of automation and analytics to optimize workflows. Ability to streamline processes for efficiency and scalability.)
• Business & Enterprise Mindset (Ability to align tech support strategies with business objectives. Experience in budgeting and managing SLAs/KPIs. Understanding of scaling support operations for global growth.)
• Adaptability & Continuous Learning (Willingness to learn and stay updated with emerging technologies. Ability to adapt to changing IT environments and new enterprise challenges. Change catalyst)
• Partnership Mindset (Approach relationships—whether with colleagues, other teams, or vendors—with a focus on collaboration, shared goals, and mutual success.

• Bachelor's degree in Information Technology, Computer Science, Business Administration (with IT focus) or relevant technical field
• 5-6yrs. Relevant work experience
• 3+ years leading teams (Staff and/or external workers)
• Working knowledge of ITIL framework
• CompTIA A+, Network+, or Security+
• Microsoft Certification (M365 support, etc.)
• HDI Support Center Team Lead or Manager Certification