Senior Manager, IT Support

Title: Sr. Manager, IT Support

Location: Chicago United States

Job Description:

PAY TRANSPARENCY

• $125,000 - $140,000 base salary range + annual bonus potential!
• 100% remote in the United States

Do you hunger for more? Potbelly Sandwich Shop is looking for friendly and outgoing people who enjoy working in a fast-paced, friendly environment. We are where good vibes and great careers are a way of life! What started as a small antique store in 1977 has become a nationally recognized neighborhood sandwich shop with over 400 locations across the United States. But toasty sandwiches are only as good as the people behind them. And yeah, we've got the best. Ready to join our growing Potbelly Nation?

What's In It For You:

• Competitive pay with performance-based annual raises!
• Medical, Dental & Vision Insurance
• Domestic Partnership Benefits
• Paid Parental Leave
• FSA and HSA with Employer Contribution
• Commuter Benefit Program
• Retirement Savings 401(k) WITH company match
• Employee Assistance Program
• Paid Time Off
• Discount Program
• Flexible Work Schedule
• Career growth opportunities

If hired, you must meet and maintain all eligibility requirements to qualify

Job Title: Senior Manager, IT Support

Department: Information Technology

Location: Potbelly Support Center (Hybrid)

Reports to: CIO & VP, Operations Services

Job Type: Full-Time, Exempt

Who We Are

At Potbelly, we're all about great food and good vibes. We're a community of friendly, high-energy individuals committed to delighting customers in every neighborhood we call home. From our founding over forty years ago to now, we're committed to delivering great tasting food with a smile while growing our footprint so that more people across the country can experience Potbelly!

What You'll Do

As Senior Manager, IT Support, you'll lead our internal support team and manage external service providers to ensure a seamless, customer-first technology experience for our shops and corporate users. You'll play a hands-on leadership role in driving ITSM/ITIL best practices, owning incident and service request management, and fostering a high-performance, support-driven culture.

Key Responsibilities

Leadership & Team Development

Provide coaching, career development, and performance management for IT Support team members.

Foster a high-energy, customer-first team culture aligned with Potbelly values.

Forecast staffing needs based on business trends, shop growth, and project pipeline.

IT Operations & Support Excellence

Oversee day-to-day operations of the Support Desk and ensure high service quality.

Lead incident, problem, and request management processes.

Develop and monitor KPIs and SLAs; communicate performance through regular reports.

Manage and maintain the IT Knowledge Base to ensure accessible, up-to-date documentation.

Process & Systems Ownership

Own and enhance ITSM tools such as Zendesk, PagerDuty, and Salesforce.

Implement process improvements to increase efficiency and effectiveness.

Ensure readiness and communication for planned IT changes.

Collaboration & Communication

Actively participate in IT leadership meetings to align support with overall IT strategy.

Partner with business and operations leaders to define SLA needs and service expectations.

Maintain strong vendor relationships and manage performance of third-party providers.

What We're Looking For

Required

Minimum 5 years of IT support or service desk leadership experience.

Proven success managing multi-channel support operations.

Strong grasp of ITSM/ITIL principles and practices.

Excellent interpersonal, communication, and data analysis skills.

Ability to work both strategically and tactically in a fast-paced environment.

Experience managing performance metrics and driving improvements through data.

Preferred

BA or BS in Computer Science, Information Systems, or related field.

Experience working in the hospitality, retail, or QSR industries.

Zendesk, Salesforce, and PagerDuty admin or configuration experience.

Work Environment & Expectations

Hybrid work model with availability during support hours for escalations.

45-50 hour work weeks expected.

Must have a distraction-free, remote work setup when working from home.

Why Potbelly?

We believe in creating a workplace where everyone belongs and feels supported. We celebrate diversity, encourage inclusion, and value people for who they are. As we grow, we want you to grow too.

Potbelly is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Potbelly actively creates and promotes an environment that is inclusive of all people and their unique abilities, strengths, and differences. We respect and embrace diversity in each other, our customers, suppliers, and all others with whom we interact as an essential component in the way we do business. Diversity only strengthens our Potbelly vibe, who we are, and how we work.

We're an equal opportunity employer. Each applicant will be considered for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, veteran status, or any other basis protected by applicable federal, state or local law.