Manager - International Technology Support

When our square shaped burgers made their first sizzle on the scene more than 50 years ago, people knew our approach wasn't like any other. Same goes for the way we support our employees. Our culture of openness, flexibility, and inclusiveness allows everybody to flourish in their own way. If you're looking for a career where you can be part of the action as we continue to grow our iconic brand - We got you!

The Manager of International Helpdesk Support oversees service desk operations, ensuring high quality incident resolution and alignment with industry best practices. This leader manages and monitors international helpdesk teams, driving timely incident handling, root cause analysis, and the implementation of preventative and continuous improvement measures. They elevate the customer experience across all regions by managing escalations, optimizing support journeys, and leveraging knowledge management, event management, and service delivery enhancements. The role partners closely with regional operators to ensure clear communication, operational alignment, and consistent support for international markets.

Responsibilities

Lead International Service Desk Operations

Provide strategic guidance and oversight for the International Help Desk, including daily operations, SLA compliance across contractual agreements, identification and escalation of recurring issues, and regular reporting on team performance and outcomes. Develop, implement, and continuously refine SLAs to align with organizational needs.

Drive Effective Incident Management & Resolution

Align and Implement best practices for Incident Management, Knowledge Management, Event Management, and Continuous Improvement. Optimize Customer Experience through improved customer journeys and effective execution of service governance programs.

Provide Escalation & Analysis

Provide issue identification, summarization, and escalation to Regional Leaders & Technology Leaders to drive resolution and improvements in technical solutions impacting restaurant operations. Analyze data to report on issue trends, patterns and insights to inform and shape future technology strategies.

Ensure Continuous Improvement & Relevance

Stay informed of the latest developments / innovations in the international restaurant technology field, including new products and services. Participate as a Subject Matter Expert for technology projects that are dictated by current business needs and technological developments.

• Knowledge of restaurant operations & experience (3 years) or equivalent IT operations experience in incident management and problem management for large enterprises.
• Strong written and verbal communication skills.
• Organization & time management skills.
• ITIL v4, Lean/Six Sigma Certification.
• Bachelor's Degree in Computer Science or related field is preferred.

Expected Work Location (In Office): It is expected that you will primarily perform work at the Wendy's Restaurant Support Center (RSC) (1 Dave Thomas Blvd, Dublin, OH 43017), or at other location(s) as designated by the Company. You are required to work in the office at least 4 days a week. Changes to work location arrangements are subject to managerial approval and business needs. #LI-Onsite

Wendy's was built on the premise, "Quality is our Recipe," which remains the guidepost of the Wendy's system. Today, Wendy's and its franchisees employ hundreds of thousands of people across more than 7,000 restaurants worldwide with a vision of becoming the world's most thriving and beloved restaurant brand.

The base pay range for this position is listed below. The base pay actually offered will take into account internal equity and budget for the open position and also may vary depending on the candidate's job-related knowledge, skills, and experience, among other relevant factors. This range does not include an estimated value for any benefits, bonus, or other incentives that may be applicable based on position. The target annual bonus for this role is 20% of annualized base salary, based on actual company and personal performance.

Our square burgers make us different and so do our benefits! Our restaurant support roles are eligible for a wide array of benefits, including things such as parental leave, free EAP sessions, company 401k match and other great offerings. For more details about our benefits, including an overview of eligibility and terms for certain benefits, please visit our benefits website, www.wendysbenefits.com.

NOTE: Wendy's benefits, bonus, and other incentives are governed by the applicable legal plans and policies and, where appropriate, may be subject to Board approval an individual award agreement terms. Those documents supersede all other information regarding Wendy's benefits, bonus, and other incentives. Wendy's retains the right to amend or terminate its plans and policies at its sole discretion, in accordance with applicable plans, policies and laws.

Education: High School Diploma/GED

Travel: 5%

Pay Range: $105,000.00 - $184,000.00 Annually