Service Manager

Teal • Minneapolis, MN

28d • Onsite

About The Position

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.
As part of Teal’s AI-forward strategy, this role requires the effective use of AI-powered tools, including Thread, to enhance service delivery, optimize workflows, support automation, and improve documentation quality across all client-facing and internal processes.

Requirements

• 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.

Nice To Haves

• Certifications in IT service management are a plus but not required.

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees