Overview Support Now at Chick-fil-A, Inc. delivers 24/6 support services to over 3,000 quick-service restaurants, ensuring seamless operations for Chick-fil-A Franchisees—Operators and their Team Members. As part of this mission, the Team Lead, Support Now – Restaurant Support, plays a critical role in leading, coaching, and motivating a team of Level I Analysts who provide essential IT troubleshooting and technical support to restaurant teams. **This role supports our Phone IT Agent team and will be a shift start time of 2:00pm-11:00pm end** Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community. Responsibilities + Provides daily directions and insights to a team of in-office and remote IT Analysts + Push for continued process improvements and effortless experience for the Restaurants we serve + Attend meetings and planning sessions that relate to IT support. + Hold regular one-on-one meetings with direct reports to reinforce the vision, common goals, individual goals, discuss performance and development strategies/plans, and determine training needs + Attend weekly meetings with CFA Staff and Vendors to discuss issues, causes and/or bug fix of escalation + Act as an escalation point for all requests and incidents related to IT support. + Assist in the hiring and performance managing the IT analysts. + Oversee the overall performance of the team’s tickets and calls. + Provide immediate feedback to direct reports + Manage SOP adherence, queue management + Monitor analyst’s incidents for possible coaching/training opportunities + Periodically listen to calls (remotely and side by side) to improve quality, minimize errors, and track analyst performance + Ensure that direct reports receive proper QA advisement, KCS mentoring, and other necessary training to be successful in role + Provide feedback to the Chick-fil-A HELP Leadership Team on performance metrics. + Work closely with Workforce Management to make sure proper staffing and coverage is in place for IT support + Recognize employees for exceeding expectations and/or creating remarkable experiences. + Maintain high morale through education, communication, displaying interest in the analysts both professionally and personally. Minimum Qualifications + 3+ years of experience + Bachelor's degree + People development and leadership experience + Ability to work independently with minimal supervision + Knowledge: Topics and information that are applied directly to the performance of work such as: + Generally accepted servant leadership principles + Supervisory experience + Knowledge and understanding of Chick-fil-A’s Corporate Purpose + Proficient with Word, Excel, PowerPoint + Process improvement + Skills: Technical or manual proficiencies that are learned through job training such as: + Analytical skills and problem-solving + Accountability + Adaptability + Proficient in collecting and analyzing complex data, + Outstanding verbal and written communication skills + Attention to details and good documentation skills + Good interpersonal skills + Abilities: The capacity to apply knowledge and skills as well as characteristic attributes such as: + Ability to use sound reasoning to interpret data; + Building strong relationships and motivating others Preferred Qualifications + 1-3 years of leadership or supervisory experience + Leadership position leading team(s) + Customer service experience + Help Desk/Call Center leadership experience, a plus + Hospitality and/or Chick-fil-A restaurant experience, a plus Minimum Years of Experience 3 Travel Requirements 10% Required Level of Education Bachelor's Degree Job FunctionHelp Desk Position TypeExperienced Professionals Requisition ID2025-18120 Posting Location : LocationUS-GA-Atlanta