IT Support Manager: Lead Tech Team & Service Excellence
Dessert Holdings
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Benefits offered by this job
Job summary
Dessert Holdings, based in St. Paul, MN, seeks a Technical Support Manager to oversee the IT support team, coordinate with our MSP, and ensure timely resolution of end-user issues. The role requires a strong technical background, leadership, and a customer‑focused mindset.
The position is in our Saint Paul headquarters with 25% travel across the U.S. and Canada, offering a competitive compensation package including medical, dental, vision, paid time off, and retirement contributions.
Qualifications
- Bachelor's degree in IT or related field (or equivalent experience).
- 2–5 years in IT support with troubleshooting desktops, printers, and software.
- Leadership or supervisory experience with technical professionals.
- Experience supporting remote locations in North America and supervising remote staff.
Responsibilities
- Supervise and coach IT support technicians to ensure efficient service delivery.
- Manage IT support tickets and SLA compliance, including hands-on support.
- Act as escalation point for complex issues with MSP and internal IT teams.
- Coordinate with IT teams to align support services with organizational goals.
- Lead lifecycle management of end-user devices and asset records.
- Participate in Major Incident Management calls with MSP.
Skills
Education
Tools
Job description
Dessert Holdings, based in St. Paul, MN, seeks a Technical Support Manager to oversee the IT support team, coordinate with our MSP, and ensure timely resolution of end-user issues. The role requires a strong technical background, leadership, and a customer‑focused mindset.
The position is in our Saint Paul headquarters with 25% travel across the U.S. and Canada, offering a competitive compensation package including medical, dental, vision, paid time off, and retirement contributions.
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