Assistant Manager – IT Support

About the job

Kitopi is the world’s leading tech-powered multi-brand restaurant. With a mission to satisfy the world’s appetite, Kitopi operates a portfolio of both invested and franchised F&B brands, serving as enablers in the food market by helping brands to grow and scale, both in the delivery and dine-in space.

Launched in Dubai, UAE in January 2018, Kitopi has grown to become one of the greatest success stories in the cloud kitchen and food tech space. As a leading food-tech business, Kitopi’s growth has been largely fueled by its innovative and scalable software solutions. Kitopi’s kitchens are powered by its proprietary Smart Kitchen Operating System (SKOS) - an in-house suite of applications that optimizes cloud kitchen operations in real-time.

As part of its growth roadmap, technological innovation, data science, artificial intelligence, and robotics will take center stage as Kitopi continues to reinvent the food industry as we know it today.

With over 4,000 employees, Kitopi currently operates 200+ locations across the UAE, KSA, Kuwait, Bahrain, and Qatar, and runs its engineering hub in Krakow, Poland, its robotics hub in Denmark, and its global customer experience center in Dubai, UAE.

We are seeking a dynamic and experienced individual to join our team as an IT Assistant Manager. In this role, you will be responsible for overseeing IT operations for our offices and cloud kitchens in the UAE region. You will lead a team of 4-6 individuals and ensure the smooth day-to-day functioning of our IT infrastructure.

What you'll do

• Responsible for the planning, implementation, and maintenance of the organization's IT infrastructure and support services.
• Lead and mentor the Local IT Team in providing exceptional technical support to end-users and addressing IT issues promptly.
• Own the Workplace technology, IT systems, networks, and infrastructure to ensure reliability, availability, and security.
• Lead and manage the IT Service Desk team to ensure efficient and effective IT operations.
• Establish and monitor service desk KPIs and SLAs to ensure service quality and efficiency.
• Implement and enforce IT policies, procedures, and best practices to streamline operations and enhance efficiency.
• Manage the IT Support budgets, ensuring cost-effective operations and adherence to financial constraints.
• Collaborate with cross-functional teams to identify IT requirements, propose solutions, and support business objectives.
• Manage vendor relationships and oversee procurement of IT equipment, software, and services.
• Collaborate with vendors and third-party service providers to procure, install, and maintain IT infrastructure components.
• Recruit, train, and develop IT staff, fostering a high-performing and cohesive team.
• Develop and maintain disaster recovery and business continuity plans to minimize downtime and ensure data integrity.
• Stay abreast of emerging technologies, trends, and best practices in IT operations and recommend innovative solutions to improve efficiency and effectiveness.
• Generate regular reports on IT performance, issues, and improvements for management.

What are we looking for?

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Proven experience (3-5 years) of leading a team in IT Operations Management, preferably in the food and beverage industry or similar fast-paced environments.
• Strong technical knowledge and experience with Microsoft O365 environment and Network Infrastructure.
• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels.
• Detail-oriented with strong problem-solving and analytical skills.
• Ability to thrive in a fast-paced and dynamic environment.