IT Technical Support Manager Job at Dessert Holdings in Saint Paul

This range is provided by Dessert Holdings. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Compensation

Base pay range: $115,000.00/yr - $135,000.00/yr

Technical Support Manager — Are you ready to elevate your career and be a part of creating the world’s best desserts? Dessert Holdings partners with some of North America’s most iconic brands to bring people together to celebrate life’s sweetest moments. Join us today as a Technical Support Manager!

Overview

The Technical Support Manager, based in St. Paul, MN, is responsible for overseeing the day‑to‑day operations of the IT support team and services provided by our managed support provider, offering technical expertise, guidance, and mentorship to ensure timely resolution of technical issues and excellent customer service. This role requires a combination of technical proficiency, leadership, and a passion for delivering high‑quality end‑user support.

The position is based in the St. Paul headquarters with 50% travel expected to Dessert Holdings locations within the U.S. and Canada.

The typical hiring range for this role is $115,000 to $135,000 annually and is based on factors such as education, work experience, skills, certifications, location, etc. In addition to pay, Dessert Holdings offers benefits including a choice of comprehensive medical plans, dental and vision insurance, paid vacation and holidays, and retirement contributions to eligible employees.

Responsibilities

• Supervise and lead IT support technicians internally, providing direction, coaching, and support to ensure efficient and effective technical support services.
• Manage IT support tickets, prioritizing and assigning tickets to team members, and monitoring queues to ensure timely resolution and SLA compliance; include hands‑on support of technical and end‑user issues.
• Act as an escalation point for complex technical issues, guiding team members and our managed service provider, and collaborating with other IT teams to facilitate resolution.
• Coordinate with other IT teams and departments to ensure seamless integration and alignment of support services with organizational goals.
• Continuously evaluate and improve IT support processes, procedures, and tools to enhance efficiency, productivity, and customer satisfaction.
• Identify opportunities for automation and streamlining of support tasks, leveraging technology and best practices to optimize service delivery.
• Participate in Major Incident Management calls with our Managed Service Provider to ensure timely resolution of major incidents and act as the central Dessert Holdings contact on the call.
• Manage the lifecycle of IT workstations and end‑user devices (tablets, scanners, label printers) from procurement to disposal, including refreshing 20% of systems annually; performs PC ordering, builds, and shipment.
• Maintain all end‑user compute devices in the asset management database and execute the hardware lifecycle strategy.
• Serve as the main contact for Dessert Holdings Managed Service Providers regarding all service incidents, requests, onboarding processes, and escalations.
• Assist with special projects and initiatives as directed by management.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience.
• 2–5 years of IT support experience with a strong technical background in troubleshooting desktops, laptops, printers, peripherals, and software applications.
• Previous leadership or supervisory experience with the ability to motivate, develop, and lead a technical team.
• Exposure to remote support technology and tools; experience supporting remote locations in North America and supervising remote staff.
• Excellent communication and interpersonal skills, with the ability to interact effectively with users at all levels.
• Strong root cause analysis and problem‑solving abilities.
• Strong customer service orientation and the ability to deliver high‑quality support in a fast‑paced environment.
• Demonstrated adaptability to changing environments and priorities.
• Ability to travel up to 50% within the U.S. and Canada, including occasional weekends for special project implementations (to be scheduled in advance).

Preferred Qualifications

• Familiarity with IT security principles, including network security, identity and access management, cloud, and data protection.
• Familiarity with ITIL best practices for IT service management.
• Familiarity with Microsoft 365, Azure, Active Directory, and Group Policy.
• Experience engaging with a Managed Service Provider for IT support and administration.

About Dessert Holdings

Dessert Holdings is North America’s fastest‑growing premium dessert company, providing retail and foodservice customers with chef‑inspired, innovative desserts made with real ingredients, a flexible and low‑cost supply chain, and best‑in‑class service. The company is a collection of premium dessert brands and is backed by Bain Capital, employing thousands across multiple facilities.

EEO Statement

Dessert Holdings and its related entities provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristics protected by law.