Service Manager

2 weeks ago

Minneapolis, Minnesota, United States Teal Full time

Service Manager
Location: Onsite – Minneapolis, MN

In 2023, TechGen and Aligned Technology Solutions—two award-winning Managed IT Service Providers—joined forces to become Teal, a premier IT services company. With a legacy dating back to 2000, Teal empowers small to mid-sized organizations to strategically leverage technology through world-class concierge support, robust cybersecurity, and deep compliance expertise.

We're proud of our people-first culture, where creativity is encouraged, passions are pursued, and professional growth is prioritized. We are committed to fostering a workplace that values diversity, equity, and inclusion—where everyone is respected and has equal access to opportunity.

About the Role

Teal is seeking an experienced, forward-thinking Service Manager to lead and evolve our end-to-end service delivery function. Reporting to the Vice President of Service, this in-office role in Minneapolis, MN is pivotal in shaping the client experience through expert leadership in technical support, service operations, project services, cybersecurity, and continuous improvement.

What You'll Do
  • Lead, mentor, and scale high-performing service teams to deliver a best-in-class client experience.
  • Drive performance metrics (SLAs, CSAT, NPS) to ensure operational excellence.
  • Serve as a key escalation point for critical service incidents and client-impacting issues.
  • Collaborate cross-functionally with IT, engineering, cybersecurity, customer success, finance, and vendors.
  • Use analytics to anticipate service needs and implement proactive improvements.
  • Standardize and improve service management processes and tools.
  • Ensure alignment between service delivery and organizational goals.
  • Champion a culture of accountability, innovation, and continuous improvement.
What You Bring
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Proven success managing technical service teams in an MSP or IT services environment.
  • Deep understanding of ITIL and service management best practices.
  • Excellent communication and leadership skills with a track record of driving results.
  • Experience managing across Windows, Mac, and mobile platforms.
  • Certifications in IT service management are a plus but not required.

At Teal, we believe in doing things differently. If you're passionate about leading teams, elevating client experiences, and making a real impact through technology, we want to hear from you.

Teal is an Equal Opportunity Employer.

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