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!

Opportunity Overview

The Technical Support Manager based in company headquarters in St. Paul, MN will be 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.

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 from procurement to disposal, working closely with the IT support team to refresh 20% of systems annually; includes performing PC ordering, builds and shipment
• 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.
• 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 up to 50% 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, and data protection.
• Familiarity with ITIL best practices for IT service management
• 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, and Dianne's Fine Desserts.  Dessert Holdings is owned by Bain Capital, employing more than 3,200 people across eight 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.  

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