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Vacancy : Director of IT Operations
Company Location : New York, NY 10014
Work it! Here at Shake Shack, we take care of each other first and foremost so that we can make raves for our guests, community, suppliers, and investors. After all, teamwork makes the dream work. We work our buns off, but we play hard too, with a Team Appreciation Day, unlimited meal discounts, volunteer opportunities, and so much more. If you’re looking for a deeply fulfilling, financially rewarding, and really fun career, you’re in the right place.
Director of IT Operations
Shake Shack believes in taking care of each other so that we can serve our employees, guests, community, and suppliers as one unified team. The Director of IT Operations plays a central and critical role in unifying and enabling our company. This individual will be responsible for providing an enlightened service and support experience to all Shake Shack team members. They will define and execute our IT operational strategy in support of the rapidly growing Shake Shack enterprise, including providing leadership of the IT Helpdesk and ownership of end user computing that spans product ownership to support as well as hands on triage. This high visibility service-oriented role will require sourcing and developing the best people and enabling them with efficient processes and technology to ensure a great end user and guest experience. This challenging and rewarding role requires a skilled operations professional with proven experience leading teams that support a 24/7 operation including change and incident management.
Lead technology operations strategy and execution for the enterprise. Develop IT operations processes and standards to ensure the security, availability, stability, and scalability of enterprise solutions while effectively and consistently supporting end users.
Management of the Helpdesk Support team to deliver superior customer service to Shake Shack personnel. Define consistent service models and ensure effective coverage for both Shake Shacks restaurants as well as the corporate office. Develop people and evolve the team, processes, and service standards. Set team goals that align to corporate and
IT strategy and are measurable through KPIs.
Lead the IT operation from the front, exhibiting problem-solving leadership and participating in complex operational troubleshooting. Develop strategies and work directly with IT Leadership to gain alignment. Project manage strategic initiatives through implementation.
Responsible for overall End User Computing for Shake Shack restaurants, corporate office, and remote users including desktop, telephony, videoconferencing, webinars, Office 365, Exchange Online, etc
Develop and maintain an overall organizational model and resource plan to ensure effective and consistent service delivery and management of 3rd party service providers.
Identify opportunities for automation, cost savings, and service quality improvement for Shake Shack end users.
Manage the IT Operations budget
Skills & Experience
8-10 years of professional work experience
4-6 years of supervisory experience
Developing the team and managing the IT Operations function in a $1Bn+ enterprise
Creating and developing the business case for IT Operations direction
Managing 3rd party support operations in addition to the Shake Shack Helpdesk including vendor management
Thorough understanding of Microsoft technologies e.g. Office 365, Exchange Online, Active Directory, etc.
Solid understanding of how to scale an IT support operation
Familiarity with ITIL or similar framework
Managing IT operations in a multi-unit retail environment (restaurants preferred)
Medical, Dental, and Vision Insurance
Transit Discount Program
401K Plan with Company Match
Paid Time Off Program
Flexible Spending Accounts
Employee Dining Program
Online Training Program
Corporate Fitness Discount Programs
Choice of Global Cash Card or Direct Deposit
In order to be eligible to work in our NYC Home Office, you must be able to provide proof of full COVID-19 vaccination upon hire. Accommodations due to disability or religious reasons will be evaluated in compliance with the law.
Beginning as a hot dog cart in New York City’s Madison Square Park, Shake Shack was created by Danny Meyer, Founder and CEO of Union Square Hospitality Group and best-selling author of Setting the Table. Shack Fans lined up daily, making the cart a resounding success, and donating all proceeds back to the park beautification efforts. A permanent stand was eventually built…and the rest is Shack history! With our roots in fine dining and giving back to the community, we are committed to high quality food served with a high level of hospitality. Our team members enjoy a positive work environment that is deeply committed to the philosophy they we “Stand for Something Good.”
Shake Shack is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age (over 40), disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status.
Our company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable laws.
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