IT Technical Support Manager

Lawler Foods; Saint Paul (MN); On-site; USD 120,000 - 135,000; Full time

Benefits offered by this job

Comprehensive medical plans

Dental and vision insurance

Paid vacation and holidays

Retirement contribution

Job summary

Dessert Holdings seeks a Technical Support Manager to lead the IT support team from its St. Paul, MN headquarters. You will guide technicians, manage tickets, and coordinate with our managed service provider to ensure fast resolutions, strong customer service, and SLA adherence.

The role requires 25% travel within the U.S. and Canada and a focus on process improvement, asset lifecycle, and cross-team collaboration to align IT services with business goals.

Qualifications

• Minimum 2–5 years of IT support experience with desktops, printers, and software.
• Experience in a leadership or supervisory role is required.
• Strong communication and customer service orientation.

Responsibilities

• Supervise and coach IT support technicians to deliver efficient services.
• Manage IT support tickets, prioritize work, and ensure SLA compliance.
• Escalate complex issues and coordinate with the MSP and internal teams.
• Collaborate with IT and other departments to align support with goals.
• Continuously improve IT support processes and tools.
• Identify automation opportunities to streamline tasks.
• Participate in Major Incident Management with the MSP.
• Oversee lifecycle of workstations and end-user devices.
• Maintain asset management records and hardware lifecycle strategy.
• Serve as main point of contact for MSP regarding incidents and onboarding.
• Assist with special projects as directed.

Skills

Leadership

Remote support

Communication

Customer service

Root cause analysis

Travel readiness

Education

Bachelor's degree in Information Technology or related field

Tools

Microsoft 365

Azure

Active Directory

Group Policy

Job description

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 chains to bring people together to celebrate life's sweetest moments! Join us today as a Technical Support Manager!

Opportunity Overview

TheTechnical Support Managerbased inSt. Paul, MN, is responsible for overseeing the day-to-day operations of the IT support team and services provide by our managed support provider, providing technical expertise, guidance, and mentorship to ensure the timely resolution of technical issues and excellent customer service. This role requires a combination of technical proficiency, leadership skills, and a passion for delivering high-quality support to end-users.

The position is based in the St. Paul headquarters office with 25% travel expectedto Dessert Holdings locations within the U.S. and Canada.

The typical hiring range for this role is $120,000 to $135,000 annually and is based on several factors such as education, work experience, skills, certifications, location, etc. In addition to pay, Dessert Holdings offers benefits such as a choice of comprehensive medical plans, dental and vision insurance, paid vacation and holidays, and retirement contribution to all eligible employees.

• a choice of comprehensive medical plans
• dental and vision insurance
• paid vacation and holidays
• retirement contribution to all eligible employees

Key Responsibilities:

• Supervise and lead IT support technicians internally, providing direction, coaching, and support to ensure the delivery of efficient and effective technical support services.
• Manage the IT support tickets, prioritizing, and assigning tickets to team members, and monitoring ticket queues to ensure timely resolution and SLA compliance, including performing hands-on support of technical and end user issues
• Act as an escalation point for complex technical issues, providing guidance and support to 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 from both internal staff and our managed service provider with organizational goals and priorities.
• 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 that major incidents impacting the business operations are being resolved in a timely manner and acting as the central point of contact representing Dessert Holdings on the call.
• Manage the lifecycle of IT workstations and all other end user compute devices, including tablets, scanners, and label printers from procurement to disposal, working closely with the IT support team to refresh 20% of systems annually; includes performing PC ordering, builds and shipment
• Maintain all end user compute devices in asset management database and execute the organization's hardware lifecycle strategy.
• Act as the main point of 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, related field or equivalent experience
• Proven experience with 2-5 years of IT support roles, with a strong technical background in troubleshooting desktops, laptops, printers, peripherals, and software applications
• Previous experience in a leadership or supervisory role, with demonstrated ability to motivate, develop, and lead a team of technical professionals
• Exposure to remote support technology and tools. Experience with providing support to remote locations in North America, as well as supervising remote support staff.
• Excellent communication and interpersonal skills, with the ability to effectively interact with users at all levels of the organization
• Strong root cause analysis and problem solving skills
• Strong customer service orientation and a commitment to delivering high-quality support in a fast-paced environment
• Demonstrated ability to adapt to rapidly changing environment and priorities
• Ability to travel 25% within the U.S. and Canada, including occasional weekends during special project implementations (which will be coordinated in advance)

Preferred Qualifications:

• Familiarity with IT security principles and practices, 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, 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, recognized for provide 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 companies and brands:Steven Charles, The Original Cakerie, Lawler's Desserts, Atlanta Cheesecake Company, Kenny's Great Pies, and Dianne's Fine Desserts. Dessert Holdings is owned by Bain Capital, employing more than 3,200 people across nine manufacturing facilities, and is continuing its journey of rapid growth.

EEO Statement

Dessert Holdings and its related entities provide equal employment opportunities to all employees and applicants for employment and prohibits 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.