Technical Support Manager — Lead IT & Service Excellence

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

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.