IT Service Desk Manager, APAC

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

Are you bready for a change?

Toast is a rapidly growing, innovative technology company empowering restaurants of all sizes to build great guest experiences and run their operations smoothly. We're on a mission to be the all-in-one platform for the restaurant industry, and our IT team across APAC plays a vital role in supporting our internal teams as we continue to scale and innovate. Our culture is fast-paced, collaborative, and customer-focused, and we value individuals who are proactive, problem-solvers, and passionate about technology.

About this role:

The IT Operations team at Toast is the backbone of our internal technology infrastructure, dedicated to providing exceptional support and seamless operations for our employees. We are a dynamic and collaborative group that values proactive problem-solving, strong communication, and a commitment to continuous improvement. As we expand our global footprint, we are looking for a dedicated and experienced Service Desk Manager to lead our support efforts in the APAC region.

Responsibilities:

• Lead, mentor, and manage the APAC IT support team, fostering a culture of high performance and cross team collaboration.
• Own the execution and delivery of APAC IT projects, including office fit-outs and infrastructure upgrades, while managing vendor relationships to ensure on-time delivery.
• Serve as a key IT partner for regional leadership, effectively communicating team progress and strategic initiatives to help achieve overarching APAC business goals.
• Oversee all service desk operations, ensuring timely resolution of technical issues and a high level of customer satisfaction across the region.
• Manage the full asset lifecycle for all hardware and software in the APAC region, encompassing procurement, deployment, maintenance, and end-of-life processes.
• Be responsible for the maintenance of all conference room technology and AV systems, and ensure the success of all on-site corporate events by coordinating required IT support.
• Develop and maintain proactive, metric-driven strategies to continuously improve service delivery, operational efficiency, and the overall user experience.
• Act as a strong collaborator with global IT teams and business units, while also providing hands-on service desk support to executives and employees.
• Remove silos and promote a one-team mindset across other IT Operations teams, without having direct reporting lines (e.g., Saas Operations, Device Management, Network, ITSM teams).
• Actively participate in IT Operations cross functional meetings, share metrics, trends and project status with peers to ensure transparency on the APAC IT team’s accomplishments and workload.

Do you have the right ingredients:

Must Have:

• 5+ years of management experience leading an IT support or service desk team.
• Proven expertise in IT service management principles and tools, with hands-on experience using ServiceNow.
• In-depth knowledge of conference room technology and AV systems.
• Experience with asset lifecycle management for a large, distributed user base.
• Experience with our core technology stack: Google Workspace, Zoom, Slack, Okta, Mac & Windows.
• Experience with employee performance management, with the ability to raise the bar and deliver honest and constructive feedback.
• Exceptional communication and interpersonal skills, with a track record of effective collaboration across diverse teams and regions.
• A proactive, metric-driven mindset with the ability to analyze data and use it to drive improvements.
• Customer service-focused, providing white-glove service to executives and all levels of the user base.

Note: This is a non-remote position, and you will be required to work in our Bangalore office 3 days per week with additional in-office days as business needs require.

Nice to Have:

• IT certifications (e.g., ITIL, CompTIA A+, Network+, Security+).
• Experience in a high-growth technology company.

Travel:

• Expect approximately 15-20% travel across the APAC region to support multiple existing office locations and assist with the setup of new office locations.

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.