Yum!
Job Description
Are you a seasoned leader with a passion for providing exceptional support and driving team success? We have an outstanding opportunity for you to elevate your career within a renowned organization. Join our Yum! Tech Support team as a manager and make a significant impact by overseeing top-tier PC/Mac support operations. In this critical role, you will lead a team responsible for troubleshooting, analyzing, and resolving incidents affecting the computers of all Global Yum! Brands, Inc. team members, ensuring exceptional customer experience. You will oversee the second line of PC/Mac support, with additional responsibilities that include administrative Network and Video Conferencing support. This role also involves guiding the training and testing of innovative technologies to enhance team productivity and efficiency.
Key Responsibilities: Oversee the provisioning, installation, troubleshooting, analysis, repair, and upgrading of computers using standard systems analysis techniques and procedures, including modifying Windows OS registry entries and macOS PLIST files. Manage relationships with on-site technicians and ensure a positive customer experience with each interaction, supporting over 800 users. This includes consulting with users to determine the specific software and hardware required to meet their business needs. Supervise the use and knowledge of video conferencing tools such as Microsoft Teams, Zoom, and Webex. Ensure timely resolution, escalation, and documentation of ServiceNow Incidents and Tasks. Coordinate efforts across multiple support and strategy teams to resolve escalated issues effectively. Oversee the creation and maintenance of IT documentation of processes and procedures to test, analyze, and resolve issues efficiently. Required Qualifications:
4+ years of experience leading a technical team that supports a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows, MacOS, Active Directory, Microsoft 365, and mobile devices (iPhone/iPad, Android, Windows Phone). Basic knowledge of network troubleshooting skills. Excellent communication skills with clients. Able to work flexible hours including being on call. Ability to lift up to 30 lbs. Preferred Qualifications:
CompTIA A+ Certified. 1 year of experience with the macOS operating system. Preference for appropriate Microsoft Certification(s) or equivalent experience including:
Legacy: MCITP-Enterprise, MCSE, MCSA, MCDST. Role Based: Microsoft Certified: Azure Administrator Associate. Microsoft 365 Certified: Modern Desktop Administrator Associate.
Preference for appropriate Apple and/or Jamf Certification(s) or equivalent experience including:
Jamf Certified Associate. Jamf Certified Tech. Jamf Certified Admin. Jamf Certified Expert. Apple Certified Support Professional. Apple Certified IT Professional.
BS/BA in a technical area (CS, Math, Engineering) or equivalent experience
Salary Range: $70,400-$82,900 annually + bonus eligibility.
This is the expected salary range for this position. Ultimately, in determining pay, we'll consider the successful candidate's location, experience, and other job-related factors.
About Us
Yum! Brands, Inc., based in Louisville, Kentucky, and its subsidiaries franchise or operate a system of over 59,000 restaurants in more than 155 countries and territories under the company's concepts - KFC, Taco Bell, Pizza Hut and Habit Burger & Grill. The Company's KFC, Taco Bell and Pizza Hut brands are global leaders of the chicken, Mexican-style food, and pizza categories, respectively. Habit Burger & Grill is a fast casual restaurant concept specializing in made-to-order chargrilled burgers, sandwiches and more. In 2024, Yum! was named to the Dow Jones Sustainability Index North America, and the company was recognized among TIME Magazine's list of Best Companies for Future Leaders, Newsweek's list of America's Most Responsible Companies and USA Today's America's Climate Leaders. Yum! also received widespread recognition in 2023, including being listed on the Bloomberg Gender-Equality Index; and Forbes' list of America's Best Employers for Diversity. In addition, KFC, Taco Bell and Pizza Hut brands were ranked in the top five of Entrepreneur's Top Global Franchises Ranking for 2023.
Are you a seasoned leader with a passion for providing exceptional support and driving team success? We have an outstanding opportunity for you to elevate your career within a renowned organization. Join our Yum! Tech Support team as a manager and make a significant impact by overseeing top-tier PC/Mac support operations. In this critical role, you will lead a team responsible for troubleshooting, analyzing, and resolving incidents affecting the computers of all Global Yum! Brands, Inc. team members, ensuring exceptional customer experience. You will oversee the second line of PC/Mac support, with additional responsibilities that include administrative Network and Video Conferencing support. This role also involves guiding the training and testing of innovative technologies to enhance team productivity and efficiency.
Key Responsibilities: Oversee the provisioning, installation, troubleshooting, analysis, repair, and upgrading of computers using standard systems analysis techniques and procedures, including modifying Windows OS registry entries and macOS PLIST files. Manage relationships with on-site technicians and ensure a positive customer experience with each interaction, supporting over 800 users. This includes consulting with users to determine the specific software and hardware required to meet their business needs. Supervise the use and knowledge of video conferencing tools such as Microsoft Teams, Zoom, and Webex. Ensure timely resolution, escalation, and documentation of ServiceNow Incidents and Tasks. Coordinate efforts across multiple support and strategy teams to resolve escalated issues effectively. Oversee the creation and maintenance of IT documentation of processes and procedures to test, analyze, and resolve issues efficiently. Required Qualifications:
4+ years of experience leading a technical team that supports a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows, MacOS, Active Directory, Microsoft 365, and mobile devices (iPhone/iPad, Android, Windows Phone). Basic knowledge of network troubleshooting skills. Excellent communication skills with clients. Able to work flexible hours including being on call. Ability to lift up to 30 lbs. Preferred Qualifications:
CompTIA A+ Certified. 1 year of experience with the macOS operating system. Preference for appropriate Microsoft Certification(s) or equivalent experience including:
Legacy: MCITP-Enterprise, MCSE, MCSA, MCDST. Role Based: Microsoft Certified: Azure Administrator Associate. Microsoft 365 Certified: Modern Desktop Administrator Associate.
Preference for appropriate Apple and/or Jamf Certification(s) or equivalent experience including:
Jamf Certified Associate. Jamf Certified Tech. Jamf Certified Admin. Jamf Certified Expert. Apple Certified Support Professional. Apple Certified IT Professional.
BS/BA in a technical area (CS, Math, Engineering) or equivalent experience
Salary Range: $70,400-$82,900 annually + bonus eligibility.
This is the expected salary range for this position. Ultimately, in determining pay, we'll consider the successful candidate's location, experience, and other job-related factors.
About Us
Yum! Brands, Inc., based in Louisville, Kentucky, and its subsidiaries franchise or operate a system of over 59,000 restaurants in more than 155 countries and territories under the company's concepts - KFC, Taco Bell, Pizza Hut and Habit Burger & Grill. The Company's KFC, Taco Bell and Pizza Hut brands are global leaders of the chicken, Mexican-style food, and pizza categories, respectively. Habit Burger & Grill is a fast casual restaurant concept specializing in made-to-order chargrilled burgers, sandwiches and more. In 2024, Yum! was named to the Dow Jones Sustainability Index North America, and the company was recognized among TIME Magazine's list of Best Companies for Future Leaders, Newsweek's list of America's Most Responsible Companies and USA Today's America's Climate Leaders. Yum! also received widespread recognition in 2023, including being listed on the Bloomberg Gender-Equality Index; and Forbes' list of America's Best Employers for Diversity. In addition, KFC, Taco Bell and Pizza Hut brands were ranked in the top five of Entrepreneur's Top Global Franchises Ranking for 2023.