Manager, Technology Support

This opportunity is part of the US Market Technology Support Team. The Manager, Technology Support is responsible for the operational support, service performance, and continuous improvement of assigned restaurant technology products and services. This role serves as the primary support leader for a portfolio of technology solutions, ensuring incidents are resolved efficiently, recurring issues are identified and remediated, and restaurant operational impacts are minimized.

Reporting to the Senior Manager, Technology Support, this role partners closely with Product, Engineering, Deployment, Operations, Vendor Management, and Service Desk teams to drive service stability, improve support processes, and maintain a high-quality support experience for Owner/Operators, restaurant teams, and internal stakeholders.

This position requires strong operational leadership, troubleshooting expertise, vendor management skills, and the ability to communicate effectively during high-visibility incidents and escalations.

Duties

Operational Support

• Own end-to-end support accountability for assigned restaurant technology products and services.
• Serve as the primary escalation point for complex operational issues impacting restaurants.
• Lead cross-functional teams through incident resolution efforts to restore service quickly and minimize business impact.
• Ensure operational readiness, supportability, and transition planning for new technology capabilities entering production.
• Develop and maintain support models, operational procedures, and support documentation.

Incident & Escalation Management

• Coordinate internal and external resolver groups to drive timely restoration of services.
• Communicate incident status, business impact, and recovery actions to leadership and stakeholders.
• Ensure appropriate stakeholder engagement and escalation throughout incident lifecycles.
• Participate in after-hours support and major incident management rotations as needed.

Service Improvement

• Identify recurring issues, trends, and systemic risks impacting restaurant operations.
• Establish and track operational health metrics, SLAs, and service performance targets.
• Develop and implement continuous improvement initiatives that reduce incident volume and improve service reliability.
• Partner with engineering and product teams to prioritize defect remediation and stability improvements.

Vendor & Partner Management

• Manage operational relationships with third-party support providers, software vendors, and technology partners.
• Hold vendors accountable for contractual obligations, SLAs, remediation plans, and service quality.
• Facilitate operational reviews and drive accountability through measurable performance metrics.
• Escalate recurring vendor performance concerns and drive sustainable resolution plans.

Business & Stakeholder Partnership

• Serve as the primary support liaison between technology teams and business stakeholders.
• Build strong working relationships with Owner/Operator support organizations, field teams, product teams, and technology leadership.
• Communicate operational health, risks, and opportunities through executive-ready reporting.
• Support strategic initiatives and deployments by ensuring operational considerations are incorporated early in the planning process.

Data, Analytics & Reporting

• Leverage operational data and reporting tools to identify trends, opportunities, and areas of risk.
• Monitor key service metrics such as incident volumes, resolution times, backlog performance, and service availability.
• Develop executive-level reporting that communicates operational performance and business impact.
• Drive data-based decision making across support and operational teams.

• Bachelor’s degree in Business Administration, Information Technology, or a related field, or equivalent work experience.
• 5+ years of experience in technology support, vendor management, or IT service management.
• Proven analytical and quantitative skills; ability to use hard data and metrics to track SLAs, evaluate vendor performance, and drive operational improvements.
• Strong communication and stakeholder management skills, with the ability to translate business needs into detailed vendor requirements.
• Experience applying ITIL standards and best practices to optimize support workflows., * Experience supporting restaurant technology, digital platforms, delivery ecosystems, or payment systems.
• Experience managing major incidents, problem management programs, and executive escalations.
• Familiarity with ITSM tools (e.g., ServiceNow), data visualization tools (e.g., PowerBI), Jira, and Confluence.
• Customer-centric mindset with a solutions-oriented approach to resolving complex support and vendor challenges.

McDonald’s growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts we are using our competitive advantages to further strengthen our brand. One of our core growth strategies is to Double Down on the 3Ds (Delivery, Digital and Drive Thru). McDonald’s will accelerate technology innovation so 65M+ customers a day will experience a fast, easy experience, whether at one of our 25,000 and growing Drive thrus, through McDelivery, dine-in or takeaway.

McDonald’s Global Technology is here to power tomorrow’s feel-good moments.

That’s why you’ll find us at the forefront of transformative technology, exploring new and innovative ways to serve our millions of customers and spread happiness one delicious Hot Fudge Sundae-dipped fry at a time. Using AI, robotics and emerging tech, we’re digitizing the Golden Arches. Combine that with our unparalleled global scale, and we’re reshaping all areas of the business, industry and every community that is home to a McDonald’s restaurant. We face complex tech challenges every day. But that’s where our diverse and talented teams come in. They’re made up of the best and brightest from all over the globe, and they thrive in the space where feel-good meets fast-paced.

Check out the McDonald’s Global Technology Technical Blog (https://medium.com/mcdonalds-technical-blog) to learn how technology and our global team are directly enabling the Accelerating the Arches strategy.