TECHNICAL SUPPORT MANAGER(campus dining) - University of Utah- SALT LAKE CITY, UT

Job Summary

Chartwells Higher Education is seeking a Director of Technology on the beautiful campus of the UNIVERSITY OF UTAH.  In this key leadership role, you will be responsible for the strategic oversight, implementation, integration, and day-to-day support of all technology systems supporting campus dining operations. This person ensures seamless functionality across point-of-sale (POS) platforms, mobile ordering systems, network connectivity, system integrations, and dining-specific hardware, while aligning Chartwells’ technology ecosystem with University systems and standards.  This position serves as the primary technology liaison between Chartwells, the University, and third-party vendors, ensuring reliable operations, data integrity, cybersecurity compliance, and an exceptional student and guest experience.

• Protecting revenue and service continuity


• Enhancing student satisfaction and digital engagement


• Reducing operational friction for frontline teams


• Ensuring seamless integration between Chartwells and University systems

Key Competencies

• Operational mindset with strong technical depth


• Calm, decisive leadership during system outages


• Strong communication across technical and non-technical teams


• Vendor and contract management expertise


• Data-driven problem solving


• Ability to balance innovation with operational reliability

Required Qualifications

• Bachelor’s degree in Information Technology, Systems Engineering, Hospitality Management, or related field (or equivalent experience).


• 5–8+ years of experience managing technology in food service, hospitality, retail, or higher education environments.


• Hands-on experience with:




• POS systems and mobile ordering platforms


• Dining or retail hardware ecosystems


• Network and connectivity troubleshooting




• Strong understanding of API integrations, data flows, and system interoperability.


• Proven ability to translate technical concepts into operational solutions.

Preferred Qualifications

• Experience supporting higher education dining or auxiliary services environments.


• Familiarity with Chartwells or Compass Group technology platforms.


• Working knowledge of:




• Student card systems and meal plans


• Financial reconciliation and settlement processes


• Cloud-based SaaS platforms




• Demonstrated success managing cross-functional stakeholders in matrixed organizations.

RESPONSIBILITES

Technology Strategy & Leadership

• Own and execute the dining technology roadmap in alignment with Chartwells standards and University IT governance.


• Evaluate emerging technologies (mobile ordering, kiosks, AI-driven forecasting, robotics, loyalty platforms) for operational and student experience enhancements.


• Serve as the senior technology advisor for dining leadership, providing risk assessments, ROI analysis, and implementation recommendations.

POS, Mobile Ordering & Digital Platforms

• Oversee all POS systems, including configuration, updates, security, and troubleshooting across all dining locations.


• Manage mobile ordering platforms, ensuring:




• Hardware reliability (tablets, kiosks, printers, bump bars)


• Software uptime and performance


• Accurate menu, pricing, tax, and tender configurations




• Lead deployment, testing, and optimization of new technology rollouts.


• Serve as escalation point for critical system outages impacting service or revenue.

Hardware, Network & Connectivity Support

• Ensure reliable Wi-Fi and network connectivity across all dining facilities in coordination with University IT.


• Support troubleshooting of:




• Network latency or outages impacting POS/mobile ordering


• Peripheral devices (card readers, printers, scanners, kitchen display systems)




• Maintain asset inventory, lifecycle management, and replacement planning for dining technology hardware.

Systems Integration & Data Management

• Lead and maintain system integrations between Chartwells and University platforms, including:




• Student ID / card systems


• Meal plan and flex dollar platforms


• Financial, accounting, and reporting systems




• Support and oversee API integrations, data feeds, and middleware solutions.


• Ensure data accuracy, reconciliation, and compliance with University and Chartwells standards.

Partner with Finance to resolve transaction discrepancies, reporting variances, and settlement issues

Vendor & Stakeholder Management

• Act as primary point of contact for dining technology vendors (POS providers, mobile ordering platforms, hardware suppliers).


• Manage vendor performance, SLAs, and escalation paths.


• Coordinate closely with:




• University IT & Card Services


• Housing & Auxiliary Services


• Chartwells Technology, Innovation, and Finance team

Security, Compliance & Risk Management

• Ensure compliance with:




• PCI standards


• University cybersecurity requirements


• Chartwells IT and data governance policies




• Support audits, system access controls, and incident response procedures.


• Identify and mitigate operational and financial risk related to technology failures.
  

  Operational Support & Training

  
  
  
  
  • Develop and maintain SOPs for technology use, troubleshooting, and escalation.
  
  
  • Train managers and frontline teams on technology systems and best practices.
  
  
  • Ensure technology solutions support high-volume, peak-period food service operations without disruption.
  
  
  • Provide on-site and remote support during critical service periods as needed.