<p>Manager of Enterprise IT / Help Desk</p> <p>Location: San Diego, CA (Hybrid role must be based near the office)</p> <p>Team: Global IT & Cybersecurity</p> <p>Type: Full-Time</p> <p>At Tillster, we power the digital guest experience behind the world's biggest restaurant brands - think ordering, loyalty, personalization, and more. We connect millions of people to their favorite food, wherever they are. If you've ever ordered tacos from your phone or earned points for that third coffee of the day - yeah, that might've been us.</p> <p>We're growing, and we're looking for a Manager of Enterprise IT / Help Desk to help scale and support the internal systems that keep Tillster running smoothly across continents. You'll lead IT support, champion efficient workflows, and help shape a next-gen help desk experience for a global hybrid team.</p> <p>What You'll Do</p> <p>Help Desk Leadership (40%)</p> <ul> <li>Build and lead a small-but-mighty IT team across San Diego, Los Angeles and Portugal </li><li>Be the friendly, technical face of IT to our internal teams, greet and assist Senior Leadership Team and visiting clients </li><li>Triage, track, and tackle escalated help desk tickets like a pro </li><li>Implement smart processes to make the team faster, friendlier, and more efficient </li><li>Partner on network activities and rollouts across the organization </li><li>Manage work assignments and commitments, meets deadlines, and effectively communicate the status of assigned tasks. </li><li>Ability to work as part of a larger team. Work across teams to ensure consistent processes are followed and cross functional projects are completed. </li><li>Maintain and enforce a ticketing system for requested work for oneself as well as team members. Handle escalated help desk requests and ensure timely resolutions </li><li>Ability to proactively propose enhancements and process improvements for Help Desk and Enterprise IT. </li></ul> <p>Project Management & Reporting (15%)</p> <ul> <li>Plan and manage IT projects and internal initiatives </li><li>Deliver clean documentation, clear communication, and concise reporting on critical data points related to IT, Vendor Management and Help Desk programs. </li><li>Coordinate meetings, timelines, and status updates - and keep everyone aligned </li><li>Project manage team and associated project. Organize internal meetings and tasks. </li><li>Provides timely triage of technology issues that are owned by IT. </li><li>Document IT systems, procedures, and processes </li><li>Conduct training for staff on tools and technology usage </li><li>Manager of Enterprise IT will report to the Head of Cyber Security </li></ul> <p>Identity & Access Management (20%)</p> <ul> <li>Oversee joiner/mover/leaver workflows and ensure least privilege access across the board </li><li>Conduct periodic Active Directory and Exchange audits </li><li>Partner with the Cybersecurity team to maintain compliance and awareness </li><li>Oversee I&AM processes, which include automated processes. </li><li>Help conduct AD reviews on regular and adhoc basis. </li><li>Ensure new joiners, and PAN users have been provided appropriate (least privilege) access. </li></ul> <p>? Asset & Facilities Support (15%)</p> <ul> <li>Support hardware, software, and network troubleshooting (Mac, Windows, Linux) </li><li>Maintain IT inventory and ensure systems are up to date and secure </li><li>Support trade shows and our European kiosk lab team (yep, we do kiosks too) </li><li>Help deploy and decommission enterprise apps </li><li>The Manager of Enterprise IT will be required to travel to at least one trade show, so as to learn about Tillster business operations and have first-hand knowledge in what his/her direct reports are involved. </li><li>Oversee and support the maintenance of servers, workstations, enterprise equipment, other endpoints, and networking infrastructure </li><li>Oversee system upgrades, software rollouts, and routine maintenance </li><li>Assist with new deployments / decommissions of Enterprise IT applications. </li><li>The Manager of Enterprise IT will be required to travel to at least one trade show, so as to learn about Tillster business operations and have first-hand knowledge in what his/her direct reports are involved. </li><li>Help provide guidance to kiosk team as it relates to Kiosk Labs </li></ul> <p>What You Bring</p> <ul> <li> <p>5+ years in IT support, infrastructure, data analytics, or help desk leadership</p> </li><li> <p>Strong knowledge of:</p> </li><li> <p>Microsoft 365, Google Workspace, JAMF, Intune</p> </li><li> <p>Active Directory, scripting (Python, Java, PowerShell)</p> </li><li> <p>Mac, Windows, and Linux environments</p> </li><li> <p>Experience managing ticketing systems and leading small teams</p> </li><li> <p>Bonus points for CompTIA, Microsoft, or Cisco certifications</p> </li><li> <p>Clear communication skills - technical or not, you keep it human</p> </li><li> <p>Solid understanding of hardware, networking, operating systems, and common business applications</p> </li><li> <p>Strong troubleshooting and interpersonal skill</p> </li></ul> <p>Traits That Make You Thrive Here</p> <ul> <li>You lead by doing - sleeves rolled up, no ego </li><li>You're calm under pressure and curious by nature </li><li>You enjoy tinkering with tech and tightening up systems </li><li>You get real joy from solving problems and checking off a to-do list </li></ul> <p>Perks & Why Tillster?</p> <ul> <li>Global team working at the cutting edge of food + tech </li><li>Fast-paced, friendly environment with smart, humble teammates </li><li>Hybrid flexibility in sunny San Diego </li><li>The chance to own your domain, build cool stuff, and grow your career </li></ul> <p>Ready to support global innovation from the inside out?</p> <p>Apply now and help us keep Tillster running like a well-oiled machine.</p> <p>The Interview Process</p> <ol> <li> <p>Recruiter interview with a Talent Acquisition Specialist</p> </li><li> <p>Interview with Head</p> </li><li> <p>Cyber Security Team Interview</p> </li><li> <p>Final interview with our Head of Data Science and our Head of Sales and Account Management</p> </li></ol> <p>Making a Difference in the Tillster Way</p> <p>Our mission is to empower restaurants and consumers globally, by empowering, supporting, and nurturing the people who are part of the global Tillster team. We want to ensure all employees feel respected, confident, and engaged. Creating an inclusive working environment is of the utmost importance to us. To make this a reality, Tillster is dedicated to embracing diversity in all forms and is proudly an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, gender identity, sexual orientation, age, family/parental status, marital status, veteran status, disability, or any other protected status.</p> <p>Compensation & Perks</p> <ul> <li>Base Salary: $110,000-$140,000 </li><li>Benefits: Medical, dental, vision, FSA, EAP, and more </li><li>Equity </li><li>Time Off: 15 days PTO in year one, 22+ days after that, plus 10 paid holidays </li><li>Retirement: 401(k) eligibility from Day 1 </li><li>Learning: Tuition assistance, Udemy Learning access, development opportunities </li></ul> <p>The Fine Print</p> <ul> <li>Hybrid Role must be based in San Diego </li><li>Local candidates preferred </li><li>No visa sponsorship available </li><li>Principals only, no agencies or cold calls plea </li></ul>