IT Technical Support Manager

The Original Cakerie•St. Paul, MN

1d•Onsite

About The Position

The Technical Support Manager is responsible for overseeing the day-to-day operations of the IT support team and services provided by our managed support provider. This role provides technical expertise, guidance, and mentorship to ensure the timely resolution of technical issues and excellent customer service. The position requires a combination of technical proficiency, leadership skills, and a passion for delivering high-quality support to end-users. The role is based in the St. Paul headquarters office with 25% travel expected to Dessert Holdings locations within the U.S. and Canada.

Requirements

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).

Nice To Haves

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.

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.