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IT Manager

| Greater LA Area
About the Position:
As ChowNow’s IT Manager, you’ll be responsible for supporting the entire organization with software, equipment, and services that will empower our employees to do their best work. This is a role for an IT professional experienced in all aspects of information technology, user-facing processes and helpdesk, and IT leadership.
The IT Manager at ChowNow will design processes and policies with Engineering leadership, implement them, and identify new opportunities to increase self-service IT capabilities, security, and end-user satisfaction. 
This position is located in Los Angeles and reports to the VP Engineering; directly manages IT Support Engineers in our Los Angeles and Kansas City offices.
A one-of-a-kind workplace on a mission to preserve one-of-a-kind food.
ChowNow is on a mission to help local, independent restaurants thrive. Because of the vitality they bring to our neighborhoods and cities. Because of the amazing, one-of-a-kind food they create. And because the restaurant business is tougher than ever -- thanks to increasing competition, complexity, and the rise of third-party delivery services that gouge restaurants on every sale. 
ChowNow is unique among tech startups in the restaurant space. We power branded online ordering systems for independent restaurants across North America – via websites, Facebook, Google, and through branded iOS and Android apps – and we do it all for a reasonable monthly fee, regardless of order volume. We operate this way because of our belief in being fair, sustainable, and equitable with our restaurant partners. And the same goes for our workplace. 
We pride ourselves on giving our teams plenty of opportunities to make their mark. To date we’ve created over 11,000 apps for our restaurant partners – something that’s never been done before in our category. And as we expand to new markets, further spreading the word about the ChowNow difference, those opportunities to create, build, and grow will only increase.
If this sounds like the kind of workplace, and the kind of mission, that appeals to you, we’d love to talk. Learn more by checking out our reviews on Glassdoor (they’re excellent) and by browsing our open roles at chownow.com/careers. Together we can preserve neighborhood flavor, one restaurant at a time.

As the IT Manager at ChowNow, you will:

  • Manage a team of IT Support Engineers located in LA and KC, both for day to day IT support efforts and larger projects.
  • Provide excellent customer service to internal clients working in an Apple ecosystem.
  • Communicate effectively with management, team leaders, and other team members within the department.
  • Own the helpdesk ticketing system, defining the SLAs and process, automating, and curating the IT knowledge base and self-service portal.
  • Administer SaaS services, accounts, billing, permissions, and user provisioning.
  • Work closely with the People+Culture team to on-board and off-board employees
  • Assist in design, implementation, and maintenance of regulatory compliance surrounding information security including PCI security standards.
  • Architect, configure, support, and monitor logical and physical networking layers.
  • Advocate for IT security best practices and collaborate on Corporate Infosec policies.
  • Work with the Facilities team for technology relocation support and physical entry systems.
  • Manage an on-call schedule to respond to IT and Facilities emergencies.

Within 30 Days You’ll:

  • Progress through our Ramp Camp (ChowNow’s New Hire Onboarding Experience).
  • Set up team sessions and 1:1s with your direct reports.
  • Familiarize yourself with ChowNow’s current IT processes, vendors, ticketing system, and major projects.
  • Participate directly in IT support by handling tickets and engaging in on-going major projects with the team in order to better understand the day to day.

Within 60 Days You’ll:

  • Using metrics, identify areas of improvement or changes in SLAs, staffing, processes, and self-service procedures. 
  • Have a good understanding of security at ChowNow; fine tune and apply recurring vulnerability scans and remediation processes.
  • Take ownership of a major IT project.

Within 90 Days You’ll:

  • Be comfortable with all IT policies and documentation in place at ChowNow, updating and communicating them broadly as needed.
  • Be the go-to person for the IT team.
  • Help in launching our new office space in Kansas City.
  • Expand the IT team with an IT support associate in the Kansas City office.

You Should Apply If:

  • You have 7+ years working in the IT industry.
  • You have experience with managing and mentoring a team of IT support specialists.
  • You have broad IT skills across a variety of realms, including office networking, Apple Ecosystem management, SaaS vendors, telephony, email, and more.
  • You have experience providing a secure environment for employees to work in and have experience with compliance and security/vulnerability scanning.
  • You’re able to interact and communicate well with all departments in an organization, and understand their unique needs.

About Our Benefits:

  • Competitive salary
  • Ongoing training and growth opportunities
  • A "Best Place to Work" winner multiple times where we focus on creating a great employee experience
  • Rock solid medical, dental, and vision plans
  • 3 weeks paid vacation; paid holidays; we expect you to work hard, but still enjoy your personal life
  • Six weeks of fully paid primary parental leave and two weeks secondary leave
  • Employer contributing student loan assistance program
  • Commuter benefits (including Uber Pool)
  • Employee Stock Incentive Plan
  • Quarterly Industry Speakers Series
  • Quarterly Tech Events (Women, LGBTQ, Diversity, Inclusion)
  • Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly
  • Enough freedom to spread your wings while still holding you accountable
  • Fully stocked kitchen and cold brew on tap

We are committed to an inclusive and diverse work environment. ChowNow is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • WebpackLibraries
    • JestLibraries
    • EnzymeLibraries
    • Ember.jsFrameworks
    • BottleFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • PrincipleDesign
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

The ChowNow HQ is in the heart of LA's tech scene. Playa Vista is near the beach, the freeways, the airport, & the tech industry action.

An Insider's view of ChowNow

What are some social events your company does?

Where do I begin?! There’s the ChowNow book club, running club, DineNow, our coffee-match program... Basically if there’s a will, there’s a way to integrate and meet just about anybody! DineNow is a favorite of mine where every month we mark our calendars and head out to a local LA restaurant for a delicious reminder of why our work is so valuable.

Andrew

Talent Sourcer

How has your career grown since starting at the company?

Starting as a graphic design intern and now working as a front-end developer I can definitely attest to ChowNow being an amazing place to grow your career. I've been here a little more than 5 years, and am still growing constantly both personally and professionally.

Kim

Front End Engineer

How do your team's ideas influence the company's direction?

As ChowNow’s Director of Client Operations, my teams are responsible for handling the implementation of our products and services into restaurants. Because we interact with restaurants every day, we are able to act as informants to ChowNow and help drive our product and services roadmap to solve the most pressing problems our client's encounter.

Stephanie

Director of Client Operations

How does your team reward individual success?

Individual success is more than metrics. It’s about being celebrated by your peers when you work hard to accomplish your goals. This takes different forms like winning Weekly Spotlight—or the Frog Trophy, which goes to the top performer because everyone deserves to be recognized for their accomplishments and celebrated amongst the company.

Angie

Lead Customer Support Representative

What are ChowNow Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Parking
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
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