Full-time
North Carolina
Job description
Company Overview
Caffè Nero is a leading European coffee house brand known for its commitment to high-quality Italian coffee and a warm, welcoming atmosphere. Since its founding in 1997, Caffè Nero has expanded to over 900 locations globally, offering premium espresso-based beverages and fresh food while fostering a community gathering space.
Position Overview
The IT Systems Administrator manages IT services across the Northeast U.S. region and acts as the key link between local departments and the Caffe Nero Group IT team (located in London, England). The role ensures operational needs are met, local stakeholders are engaged in IT initiatives, and critical information flows accurately and on time.
This is a hands-on role requiring someone who is equally comfortable providing direct technical support, managing vendors, and leading local IT initiatives. The IT Systems Administrator must have the ambition to grow with the business but the willingness to stay hands-on as the team and operation expand.
As a Cultural Ambassador, the IT Systems Administrator represents company values, delivers high-quality IT support, and ensures local challenges and priorities are clearly communicated and addressed.
Key Responsibilities
Essential Functions
· Provide first- and second-line IT support at stores and head office (POS, computers, ipads, kitchen display system, digital menus, printers, etc.) and software (inventory management, labor scheduling, etc.)
· Administer and maintain IT ticketing system (Halo) to ensure efficient incident, request, and problem management workflows
· Act as the local Incident Manager during major incidents.
· Manage and coordinate new store openings, including equipment procurement, account setup, configuration, and installation.
· Own the delivery of IT projects within the territory, ensuring stakeholder requirements are properly defined and managed.
· Manage local service vendors, including hardware support partners and internet/telecom providers, ensuring service levels and cost-effectiveness.
· Monitor IT security and ensure compliance with local regulations.
· Create and maintain localized training and support documentation.
· Communicate technology trends and regulatory changes to the wider IT team.
· Contribute to annual budget planning and monthly financial reviews, delivering results that meet or exceed plans.
· Ensure accurate and timely communication and management of operational data between local departments and the central IT function.
· Facilitate engagement of local stakeholders in IT projects, ensuring smooth communication and change management.
· Represent local challenges, concerns, and priorities effectively to the central IT function leadership.
Business Partnering
· Engage regularly with board members and department heads to understand business requirements and priorities.
· Conduct regular store visits to assess operational challenges and opportunities.
· Maintain a detailed knowledge of standard IT systems and any territory-specific solutions.
· Act as a key link between local departments and the central IT function, ensuring timely data sharing, effective local engagement, and clear communication of operational needs.
· Understand the central IT function roadmap, including resource constraints and deliverability considerations.
· Engage regularly with the wider IT team to review incidents, vendor challenges, service requests, and ongoing project activities.
Compliance and Security
· Monitor day-to-day IT security practices.
· Ensure compliance with local regulatory requirements and company policies.
· Manage all related administrative tasks in line with legal obligations.
Vendor and Hardware Management
· Manage relationships with local service vendors, including hardware support and telecom/internet providers, ensuring service quality and cost-effectiveness.
· Liaise with the central IT function regarding group-managed vendors.
Work Environment and Requirements
· Role is based at the Head Office with travel to retail locations and third-party suppliers as required.
· Flexibility for early morning, evening, and weekend work.
· In-store training to learn and understand operational routines.
· Strong support relationship with the operations team.
· Ability to travel within the U.S. and internationally.
· Must be eligible to work in the U.S. (sponsorship not available).
Essential Traits
· Interpersonal Skills: Helpful, friendly, and approachable attitude
· Communication: Excellent written and verbal communication skills
· Organization: Organized and systematic approach to managing tasks
· Knowledge Sharing: Ability to share knowledge and contribute ideas
· Attention to Detail: Excellent attention to detail
· Teamwork: Strong team player
· Administration: Strong administration skills
· Flexibility: Flexible in approach and adaptable to change
· Problem Solving: Resourceful and able to use initiative
· Technical Aptitude: Strong troubleshooting skills across IT infrastructure and applications
· Project Management: Ability to plan, execute, and deliver IT projects independently
· Vendor Management: Experience in managing vendor relationships and ensuring service levels
· Hands-On Leadership: Ability to balance providing direct technical support with leading local IT activities
Desirable Attributes
· Experience in at least 1st-line IT support.
· Ability to manage multiple projects, prioritize tasks, and escalate software issues appropriately.
· Proactive, analytical, and collaborative approach to problem-solving.
· Comfortable working in a fast-paced, evolving environment.
· Familiarity with IT security standards and compliance requirements.
· Ambition to grow with the business while maintaining a hands-on, practical approach.
Our head office is in Boston, MA. This position must be accessible to our Boston, MA head office. We are unable to hire candidates not local to Boston, MA.
If you're passionate about technology and want to be part of a dynamic team that values quality and service, we invite you to apply for the Systems Administrator position at Caffè Nero today!
Job Type: Full-time
Pay: $75,000.00 - $85,000.00 per year
Benefits:
Compensation Package:
Work Location: In person
