The Service Desk Manager leads the support function that handles tickets and queries from Pedros Stores, franchise partners, and Head Office, with a primary focus on POS and the technology solutions that connect to it, and manages the Database Administration team. This role sets and meets service levels, coordinates escalations with internal teams and vendors such as Micros, Datasmith, and Transaction Junction, keeps Pedros’ databases secure, available, and performing well, and uses ticket trends to reduce repeat issues so stores can keep trading without disruption.
Key Responsibilities
Service Desk Operations
- Manage the day-to-day running of the service desk, ensuring POS and technology tickets are logged, prioritised, and resolved within agreed SLAs.
- Plan staffing and shift cover to match store trading hours, including peak periods, weekends, and public holidays.
- Own the ticketing system, including categories, priorities, routing rules, and escalation paths.
Incident, Problem & Vendor Management
- Lead the response to major incidents affecting store trading, such as POS outages, payment failures, or aggregator order issues, and keep stakeholders informed until resolved.
- Manage escalations to internal teams and vendors, holding them to agreed response and resolution times.
- Run problem management on recurring issues, working with Product Owners and the Integrations Analyst to address root causes.
Database Administration
- Manage the DBA team, setting priorities and ensuring database work is planned, documented, and delivered to standard.
- Ensure the availability, performance, and security of POS, back-office, and internal-tool databases, including backups, restores, patching, and capacity planning.
- Oversee database access control, change requests, and data fixes raised through the service desk, making sure every change is approved and auditable.
Team Leadership & Continuous Improvement
- Lead, coach, and develop service desk agents and DBAs, setting clear performance goals and running regular reviews.
- Build and maintain a knowledge base of POS troubleshooting guides, store FAQs, and standard fixes, and promote self-service where possible.
- Report on ticket volumes, SLA performance, database health, and store satisfaction, and recommend improvements to systems and processes.
Core Deliverables
- Service desk operating with defined SLAs, escalation paths, and shift cover.
- Major incident communications and post-incident reviews for store-impacting issues.
- Tested backup and recovery processes, with regular database health and capacity reporting.
- A current knowledge base of POS and technology troubleshooting guides.
- Monthly service performance and trend reporting for management.
Required Skills & Competencies
- 5+ years IT service desk, technical support, or infrastructure experience, including at least 2 years leading technical teams.
- Strong working knowledge of POS systems in retail or QSR environments; Oracle Micros Simphony experience strongly advantageous.
- Understanding of payment devices, store networking, aggregator platforms, and how they connect to POS.
- Working knowledge of database administration (such as Oracle, SQL Server, or PostgreSQL), including backups, performance, and access management, sufficient to lead a DBA team.
- Experience with ITSM tools (such as Jira Service Management, Freshservice, or ServiceNow) and ITIL practices; ITIL Foundation certification advantageous.
- Proven ability to manage vendors and SLAs, and to stay calm and organised during high-pressure incidents.
- Excellent communication skills with store managers, franchise partners, and technical teams.
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