Associate Manager, IT Field Services

**CULTIVATE A BETTER WORLD**

Food served fast does not have to be a typical fast-food experience. Chipotle has always done things differently, both in and out of our restaurants. We are changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you will join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone.

**THE OPPORTUNITY**

As the Manager, Regional IT Field Services, you will manage a team of IT Field Service Specialists/Technicians who perform on-site services, including: maintenance and repair of restaurant Technology hardware and software and restaurant preventive maintenance. You will oversee the scheduling and prioritization of field specialists/technicians work assignments, queue management, asset management, and ongoing development of their teams. You will create and maintain goals, and perform ongoing team assessments with each team member.

**WHAT YOU’LL DO**
- Oversee team ticket queue to verify prioritization, completion, and escalations per procedures.
- Monitor/audit all vendor in store activities involving Installation and support.
- Contribute to service design; provide feedback to all new technology introduced into restaurants.
- Facilitate communication with regional Operations and other IT Management to promote continuous support improvements.
- Oversee Canadian specific IT rollouts and collaborating with key stakeholders on implementation.
- Special projects designed to enhance Canadian IT operations in the Field and drive cost efficiencies.
- Oversee and collaborate with US partner on the Advance exchange program (local vendor who provides hardware services to restaurants)
- Ongoing collaboration and training with Help Desk and other US IT Support teams on Canadian specific IT equipment and software (pin pads) to ensure effective Help Desk support.
- Provide monthly reporting of team's performance; driving continuous improvement based on quantifiable data.
- Continually provide innovative ideas to improve Field Services policies and procedures.
- Create and maintain Field Services training materials and policy and procedure documentation.
- Hire and train regional IT Field Services personnel.
- Serve as an escalation point when end users are unsatisfied with support.
- Provide one on one discussion sessions with each Regional Field Specialist/Tech on performance, initiatives, and goals.

**WHAT YOU’LL BRING TO THE TABLE**
- High school diploma or general education degree (GED) required.
- Bachelor's Degree (BA/BS) in Management Information Systems or Computer Science from 4-year college or university preferred.
- +5 Years of experience, including 3+ years management experience
- Strong team building skills and the ability to work effectively with colleagues
- Ability to listen effectively and communicate with candor and honesty
- Strong written and verbal communication skills
- Ability to adapt to changes in the work environment, manage competing demands and change approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.
- Ability to aggregate and analyze performance data to drive process improvement
- Vendor Performance Evaluation
- Knowledgeable in ITIL preferred
- Documentation and project management experience

**PAY TRANSPARENCY**

**WHO WE ARE**
- Chipotle Mexican Grill is an equal opportunity employer that values diversity at all levels. As a people-first company rooted in values, our purpose extends beyond serving nutritious food using real ingredients. It means hiring world-class individuals and fostering a culture that champions diversity, ensures equity, and celebrates inclusion. All qualified applicants, regardless of personal characteristics, are encouraged to apply._