IT Technical Support Manager
$120,000–$135,000 year
On-siteSaint Paul, Minnesota, United States
Job Summary
Oversee the day-to-day operations of the IT support team, prioritizing and assigning tickets to ensure timely resolution and SLA compliance. Act as the escalation point for complex technical issues, collaborating with the managed service provider and internal teams to facilitate resolution. Manage the lifecycle of end-user compute devices from procurement to disposal, including PC ordering, builds, and shipment, while maintaining the asset management database. Participate in Major Incident Management calls as the central point of contact representing Dessert Holdings. Continuously evaluate and improve support processes, identify automation opportunities, and assist with special projects as directed. This role requires 50% travel within the U.S. and Canada, with a salary range of $120,000 to $135,000. Based at the St. Paul headquarters, the position offers comprehensive medical, dental, vision, paid time off, and retirement contributions.
Required 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 50% within the U.S. and Canada, including occasional weekends during special project implementations (which will be coordinated in advance)
Desired 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
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