IT Operation Lead at Eat'N'Go Limited

Eat 'N' Go Limited is a restaurant group on a mission to become the premier food operator in Africa. So far, our growing family consists of three international brands, Domino's Pizza, Cold Stone Creamery & Pinkberry. Eat ‘N’ Go limited officially started operation in August 2012 with the premier store at 4, Saka Tinubu Victoria Island, Lagos. Today, Eat N' Go has about 100 stores (outlet) across Nigeria and still growing.

We are recruiting to fill the position below:

Job Title: IT Operation Lead

Location: Victoria Island, Lagos
Job type: Full-time

Job Description

• Manage and coordinate IT support across all national locations, ensuring timely response and resolution of issues in collaboration with regional IT teams.
• Standardize support procedures and best practices, providing guidance to regional IT staff to ensure consistent service delivery.
• Act as the escalation point for complex technical issues, working closely with the Assistant IT Manager to resolve critical incidents.
• Oversee remote support for stores, ensuring effective troubleshooting of POS systems, network connectivity, software, and hardware issues.
• Conduct periodic on-site visits to key locations to assess IT infrastructure, identify potential issues, and implement preventive measures.
• Coordinate with vendors or external partners as needed for repairs/replacement of equipment.
• Support the installation, configuration, and maintenance of POS systems, ensuring they are up to-date with the latest product, pricing, and promotional information.
• Provide troubleshooting for POS issues, coordinating with store teams to minimize downtime and ensure continuity of operations. 
• Maintain accurate documentation of POS configurations, updates, and support procedures, sharing knowledge with regional support teams as needed.
• Work with the IT team to ensure robust network performance across locations, addressing connectivity or performance issues proactively.
• Perform diagnostics, implement security measures, and assist in system upgrades to improve network reliability and resilience.
• Ensure proper setup and maintenance of user accounts, permissions, and access in line with company policies.
• Maintain an up-to-date inventory of all IT assets, including computers, POS systems, network devices, and other equipment at each location.
• Track usage, location, and assignment of assets, coordinating with the Assistant IT Manager for audits and compliance reviews.
• Ensure all incidents, troubleshooting steps, and resolutions are properly logged in the ticketing system for accurate record-keeping and reporting.
• Conduct training sessions and create documentation for regional IT staff and store managers to improve IT troubleshooting skills and awareness.
• Develop instructional guides and SOPs for common IT tasks and preventive maintenance to reduce repetitive issues.
• Support user education efforts around IT security, safe practices, and system usage, promoting a proactive approach to issue prevention.
• Generate regular reports on support activities, common issues, resolution times, and overall IT performance metrics.
• Identify trends in support requests to help develop solutions and preventive measures for recurring problems.
• Participate in periodic reviews with the IT team to evaluate support processes, identify areas for improvement, and contribute to strategic IT planning. 

Qualifications

• Bachelor’s Degree in IT, Computer Science, or related field.
• Relevant certifications (e.g., CompTIA A+, Cisco CCNA, ITIL, Microsoft Certified Solutions Expert) are advantageous.
• Proven experience (typically 5+ years) in IT operations, including management of IT support, hardware maintenance, and network administration.
• Experience in the QSR (Quick Service Restaurant) or retail industry is a plus.
• Proficiency in managing IT assets, tracking their usage, and ensuring compliance with audits.
• Excellent written and verbal communication skills for clear reporting and interaction with nontechnical stakeholders.
• Ability to present complex technical information in an understandable manner.
• Ability to lead and manage IT teams, providing guidance, mentoring, and support.
• Strong interpersonal skills for effective collaboration across departments.
• Experience in planning, coordinating, and executing IT projects.
• Ability to manage resources, budgets, and timelines for successful project delivery.
• Expertise in hardware maintenance, POS systems, and network administration.
• Strong troubleshooting skills for diagnosing and resolving IT issues.

Preferred Qualifications:

• TIL (Information Technology Infrastructure Library) certification for service management.
• PMP (Project Management Professional) or similar certification for project management.

Application Closing Date
Not Specified.