El Pollo Loco
575 Anton Blvd, Costa Mesa, CA 92626, USA
Job Description Posted Friday, December 12, 2025 at 8:00 AM
Our restaurants are only the tip of the flame! If you’re looking for a fast-paced, innovative and welcoming workplace then a career with our Familia is right for you.
What’s in it for you!
Hybrid work schedule
Competitive pay and bonus
Medical + Dental + Vision Insurance
401(K) Plan with match and immediate vesting
HSA savings accounts
Free El Pollo Loco food (Dine Out Card) + Restaurant Discount
Discounts on theme parks, movie tickets, sports events, hotels and more…
POSITION PURPOSE The Senior Manager, Helpdesk Operations is the highest-level functional expert and strategic leader responsible for ensuring enterprise-wide operational excellence and continuous improvement within the IT Helpdesk and field support services. This role oversees the overall performance, policy development, and strategic direction of the Helpdesk team, managing the Manager, Helpdesk, and serving as the primary liaison for complex support escalations, major cross-functional projects, and vendor relationship strategy. This role is crucial for scaling support operations to meet the growing demands of all EPL restaurant locations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide direct leadership, coaching, and performance management to the Manager, Helpdesk, ensuring the successful execution of daily operational objectives and team development.
Serve as the highest-level escalation point for critical, recurring, or highly complex technical issues that cannot be resolved at the Manager level.
Develop, implement, and govern Helpdesk policies and procedures across all service areas (incident management, knowledge base, communication standards) to maximize efficiency and customer satisfaction.
Design, track, and report on key performance indicators (KPIs) and metrics (e.g., First Call Resolution, Average Handle Time, CSAT) for the entire Helpdesk function to the Director, POS Systems.
Oversee the development and maintenance of a robust technical training and certification program for all Helpdesk staff to ensure expertise in supporting current and new technologies.
Conduct quarterly in-depth service reviews to identify systemic issues, propose root cause corrections, and implement preventative measures across hardware, software, and field operations.
Drive critical cross-departmental projects and initiatives (e.g., new POS system rollouts, restaurant openings) by defining Helpdesk support requirements and ensuring operational readiness.
Manage the strategic relationship and performance of key external vendors (e.g., hardware maintenance, third-party software support), advising on contract negotiation, SLA adherence, and performance review against business goals.
QUALIFICATIONS – EDUCATION, EXPERIENCE, LICENSE/CERTIFICATIONS To perform this job successfully, an individual must be able to satisfactorily perform the essential functions of the job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of the job. The requirements listed below are representative of the education and/or experience required.
Education/Work Experience Bachelor’s degree, or equivalent experience. At least five (5) years’ experience supervising technical staff. Experience in multi‑unit retail or restaurant industry preferred. MICROS, experience a plus.
License/Certifications Possess and maintain a valid driver's license
Knowledge, Skills, and Abilities
Exceptional leadership and coaching abilities, with a proven track record of mentoring managers, building high‑performing teams, and driving organizational change.
Profound analytical skills to translate operational data (KPIs, ticketing trends) into strategic insights and actionable improvement plans.
Ability to communicate complex technical information clearly and persuasively to both technical teams and non‑technical executive stakeholders.
Ability to exercise a high degree of independent judgment on matters of company‑wide significance.
Confidence in execution of strategic initiatives.
Must be decisive and able to make fact‑based decisions.
Ability to read, write, and interpret complex reports, documents, and correspondence.
High level of proficiency with technology including Microsoft Office Suite applications, customized database applications, and internet research tools.
Adept at managing and prioritizing competing time sensitive requests while working well in a team atmosphere that may be under pressure.
Ability to work weekends and extended work schedules as needed.
Must be willing and able to travel locally within Southern California, as needed.
Our Company In 1980 the first American El Pollo Loco opened on Alvarado Street in Los Angeles, quickly becoming a destination for the best citrus‑marinated, fire‑grilled pollo in town. Over the past four decades, El Pollo Loco has grown into more than 490 restaurants across 7 states, becoming an L.A. mainstay and cultural benchmark along the way. And today, we continue to work just as hard to always provide customers with fresh and innovative L.A. Mex from our famous family dinners to Mexican entrees.
The pay range identified is the hourly or salary rate El Pollo Loco expects to pay for the posted position. This range does not include any benefits or bonus opportunities that might be available for the position based on position and eligibility criteria. Individual pay will vary based on a variety of factors including years of experience, industry experience, education, geography, etc.
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Job Description Posted Friday, December 12, 2025 at 8:00 AM
Our restaurants are only the tip of the flame! If you’re looking for a fast-paced, innovative and welcoming workplace then a career with our Familia is right for you.
What’s in it for you!
Hybrid work schedule
Competitive pay and bonus
Medical + Dental + Vision Insurance
401(K) Plan with match and immediate vesting
HSA savings accounts
Free El Pollo Loco food (Dine Out Card) + Restaurant Discount
Discounts on theme parks, movie tickets, sports events, hotels and more…
POSITION PURPOSE The Senior Manager, Helpdesk Operations is the highest-level functional expert and strategic leader responsible for ensuring enterprise-wide operational excellence and continuous improvement within the IT Helpdesk and field support services. This role oversees the overall performance, policy development, and strategic direction of the Helpdesk team, managing the Manager, Helpdesk, and serving as the primary liaison for complex support escalations, major cross-functional projects, and vendor relationship strategy. This role is crucial for scaling support operations to meet the growing demands of all EPL restaurant locations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide direct leadership, coaching, and performance management to the Manager, Helpdesk, ensuring the successful execution of daily operational objectives and team development.
Serve as the highest-level escalation point for critical, recurring, or highly complex technical issues that cannot be resolved at the Manager level.
Develop, implement, and govern Helpdesk policies and procedures across all service areas (incident management, knowledge base, communication standards) to maximize efficiency and customer satisfaction.
Design, track, and report on key performance indicators (KPIs) and metrics (e.g., First Call Resolution, Average Handle Time, CSAT) for the entire Helpdesk function to the Director, POS Systems.
Oversee the development and maintenance of a robust technical training and certification program for all Helpdesk staff to ensure expertise in supporting current and new technologies.
Conduct quarterly in-depth service reviews to identify systemic issues, propose root cause corrections, and implement preventative measures across hardware, software, and field operations.
Drive critical cross-departmental projects and initiatives (e.g., new POS system rollouts, restaurant openings) by defining Helpdesk support requirements and ensuring operational readiness.
Manage the strategic relationship and performance of key external vendors (e.g., hardware maintenance, third-party software support), advising on contract negotiation, SLA adherence, and performance review against business goals.
QUALIFICATIONS – EDUCATION, EXPERIENCE, LICENSE/CERTIFICATIONS To perform this job successfully, an individual must be able to satisfactorily perform the essential functions of the job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of the job. The requirements listed below are representative of the education and/or experience required.
Education/Work Experience Bachelor’s degree, or equivalent experience. At least five (5) years’ experience supervising technical staff. Experience in multi‑unit retail or restaurant industry preferred. MICROS, experience a plus.
License/Certifications Possess and maintain a valid driver's license
Knowledge, Skills, and Abilities
Exceptional leadership and coaching abilities, with a proven track record of mentoring managers, building high‑performing teams, and driving organizational change.
Profound analytical skills to translate operational data (KPIs, ticketing trends) into strategic insights and actionable improvement plans.
Ability to communicate complex technical information clearly and persuasively to both technical teams and non‑technical executive stakeholders.
Ability to exercise a high degree of independent judgment on matters of company‑wide significance.
Confidence in execution of strategic initiatives.
Must be decisive and able to make fact‑based decisions.
Ability to read, write, and interpret complex reports, documents, and correspondence.
High level of proficiency with technology including Microsoft Office Suite applications, customized database applications, and internet research tools.
Adept at managing and prioritizing competing time sensitive requests while working well in a team atmosphere that may be under pressure.
Ability to work weekends and extended work schedules as needed.
Must be willing and able to travel locally within Southern California, as needed.
Our Company In 1980 the first American El Pollo Loco opened on Alvarado Street in Los Angeles, quickly becoming a destination for the best citrus‑marinated, fire‑grilled pollo in town. Over the past four decades, El Pollo Loco has grown into more than 490 restaurants across 7 states, becoming an L.A. mainstay and cultural benchmark along the way. And today, we continue to work just as hard to always provide customers with fresh and innovative L.A. Mex from our famous family dinners to Mexican entrees.
The pay range identified is the hourly or salary rate El Pollo Loco expects to pay for the posted position. This range does not include any benefits or bonus opportunities that might be available for the position based on position and eligibility criteria. Individual pay will vary based on a variety of factors including years of experience, industry experience, education, geography, etc.
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