Supervisor IT Store Help Desk Tier 1

Ready to Love Your Job?

Texas Roadhouse is looking for legendary, passionate Roadies to join our Support Center team in Louisville, KY. If you’re ready to bring your energy, partnership, and heart to a place where fun meets purpose, you’ve come to the right place. Come see why our Roadies love their jobs!

Why This Role Rocks

Are you passionate about developing people, solving problems, and delivering outstanding customer support? As a Supervisor IT Help Desk you'll lead a team of Store Support Analysts who are the first line of support for our restaurant operators. In this role, you'll coach and develop team members, drive service excellence, identify process improvements, and help ensure our restaurants receive fast, reliable technical support when they need it most. If you enjoy leading teams, tackling challenges, and making a direct impact on restaurant operations, this role is for you.

* This is a remote position that works a 1pm-9pm shift with 1 day every weekend (typically Sunday).

What's On Your Plate

• Recruit, coach, and develop a high-performing team of Tier 1 Store Support Analysts.
• Create and manage training, performance, and development plans for team members.
• Conduct regular one-on-one meetings and provide ongoing coaching and feedback.
• Build and maintain team schedules to ensure consistent support coverage.
• Lead team meetings and coordinate training initiatives.
• Monitor service desk tickets to identify trends, recurring issues, and automation opportunities.
• Review ticket quality and provide feedback to improve documentation and customer support outcomes.
• Partner with cross-functional teams to improve processes and service delivery.
• Oversee Tier 1 projects and ensure timely completion of assigned work.
• Serve as an escalation point for technical issues and help guide problem resolution.
• Provide hands-on support for phone and ticket queue coverage when needed.
• Collaborate closely with Tier 2 support teams on sy...