Toast: Help Desk Manager
401 Park Drive
Boston, MA 02215

Employee Testimonials

Maura Grimes Toast
Edmund Korley Toast

Office Tour Photos

Video

Toast Overview:

Toast is a rapidly growing startup building the first all-in-one restaurant management software platform. Toasts Android tablet based system helps restaurants operate more efficiently and connect with their customer base in new and innovative ways. Were growing fast and have a customer base comprised of cafes, restaurants, bars and nightclubs across the country. We work hard and care about our customers success and we have a lot of fun doing it. As a startup, we move fast and have a lot of opportunity for career growth, so if youre passionate about your work and want to be in a fun and growing industry, join us! You will be helping Toast to grow our business across the US and internationally.

Job Overview:

The Help Desk Manager is accountable for creating and fostering a customer-centric environment. This role will lead a team of customer focused IT Support Specialists, who are committed to delivering an amazing service experience to our employees. The Help Desk Manager will use data, research, and feedback to identify the growing needs of the business, develop initiatives to address those needs, and influence cross-functional leaders to drive projects forward. We are looking for a talented leader, with strong people management experience, who can hit the ground running and make an immediate impact on this key area of the business.

What will you do:

  • Oversees and directs the IT Help Desk function for the organization, to ensure a high level of employee satisfaction.
  • Leads, develops, and empowers a knowledge-centered IT Help Desk team that continually creates, curates, and shares their expertise
  • Influences cross-functional teams and leadership across the company to improve processes that impact employee experience
  • Accountable for KPIs and metrics related to the employee experience
  • Establish and enforce help desk service levels agreements in consultation with stakeholders, to establish problem resolution expectations and timeframes.
  • Manages and coordinates urgent and complicated support issues.
  • Determine root cause of issues and communicate appropriately.
  • Implement best practices for hardware procurement, system design and imaging
  • User account management on all relevant Enterprise systems and services
  • Maintain the integrity, performance and security of all assets

Do you have the right ingredients?

  • Highly customer focused with the ability to build rapport, establish credibility, demonstrate sound judgment, and positively influence outcomes
  • Strong problem-solving skills and ability to make quick decisions in complex environments
  • Proven track record of owning and executing on large cross-functional initiatives and delivering results
  • Exceptionally strong communication skills, including experience effectively communicating with senior management
  • Works well under pressure and maintain composure during difficult customer interactions
  • Skilled in leading teams and individual contributors, coaching, and facilitating service improvement
  • Skilled at motivating and driving engagement in direct reports
  • Team-oriented with strong staff leadership and motivating experience
  • Excellent planning, organizational, problem solving, and decision making skills
  • Excellent interpersonal, written and verbal communication skills, with the ability to communicate technical guidance and instruction to all stakeholders and staff members
  • Bachelors degree or equivalent experience
Full-time

Why We Work Here

Maura Grimes Toast
Maura Grimes
Field Service Coordinator

"Ahh toast is awesome! The people, the culture, the bouncy balls, the crazy customers, the killer POS system, and the incredible talent floating through the air. "

Edmund Korley Toast
Edmund Korley
Software Engineer

"I've been participating in the Toast2Toast mentoring project. As a relatively new engineer at Toast, getting the opportunity to discuss technical (and other) topics with a mentor has been really valuable."

Kendal Austin Toast
Kendal Austin
Sr. Marketing Manager

"I have a degree in Marketing Communications and have worked in B2B technology my entire career. My background ranges from social media to paid programs to product marketing. I heard about Toast from a mentor and was connected with the co-founder on LinkedIn. As the second Marketing hire at Toast, I've had the opportunity to be a generalist as well as a specialist, moving where I was needed as the team grew."

Archie Grace Toast
Archie Grace
Engineering Manager

"I looked at a lot of start-ups during my last job search and Toast was by far the most exciting. It was instantly obvious to me how the product is useful to people and why someone might want to buy it. The proof of that has been in the way we have grown and the excitement we have already generated. However, what really excites me about the company is that I feel like we are just scratching the surface in terms of what we can accomplish. There are SO many untapped opportunities around our product and as we continue to grow, I am excited about being able to explore them more.​"