Director of Customer Services at Teal

In 2023, TechGen and Aligned Technology Solutions, both award-winning Managed IT Service Providers, merged – forming the premier company of Teal. Teal is an advanced IT services that assists small- to medium-sized organizations in strategically leveraging their technology. With roots dating back to 2000, the company differentiates itself from its competition through world-class concierge service, business-focused support, and sophisticated cybersecurity and compliance knowledge. Our employees are empowered to explore their creativity, pursue their passions, and achieve personal growth through their work experience with us. Teal is committed to fostering an environment in the workplace that promotes diversity, equity, and inclusivity - where all employees are valued, respected, and provided with equal opportunities.

We are looking for an individual who:

• Loves helping people
• Is committed to excellence
• Is forward thinking

Job Overview: Under the direction of the Vice President, Service, the Director of Service is responsible for leading the organization’s comprehensive service delivery function, encompassing but not limited to technical support, service operations, project services, client experience, cybersecurity, and continuous improvement initiatives. This role ensures the seamless delivery of end-to-end service operations and fosters strategic alignment between IT service management and broader organizational goals.

Essential Functions
• Provide strategic leadership and operational oversight for all facets of service delivery.
• Lead, mentor, and develop high-performing teams to deliver best-in-class client service across all service channels.
• Establish, monitor, and continuously improve service performance metrics (SLAs, CSAT, NPS, etc.) to drive operational excellence and client satisfaction.
• Oversee service incident response and escalation procedures, serving as a key escalation point for critical incidents and client-impacting issues.
• Collaborate with cross-functional teams, including but not limited to IT, engineering, customer success, cybersecurity, project services, finance, and vendors to resolve complex issues and align service delivery with organizational priorities.
• Use data analytics and strategic insight to identify trends, forecast service demands, and drive proactive improvements across support operations.
• Lead the development and implementation of service management best practices, processes, and tools to ensure high-quality, scalable, and consistent service delivery.
• Review, refine, and enforce service-related policies, ensuring compliance and alignment with industry standards and company goals.
• Partner with the VP of Service to evaluate customer feedback and implement strategies to enhance the client experience.
• Drive service excellence initiatives that directly impact client retention, upsell opportunities, and overall customer lifetime value.
• Collaborate with Finance and Sales leadership to align service strategies with revenue goals, optimizing resource allocation and cost-efficiency.
• Identify and implement cost-saving opportunities across service operations without compromising service quality or client satisfaction.
• Analyze service data and client feedback to develop actionable insights that improve service profitability and reduce client churn.
• Support business development activities by contributing to service-related content in agreements and participating in strategic client discussions as requested.
• Stay abreast of industry trends, emerging technologies, and innovations in service management to advise leadership and inform strategy.
• Promote a customer-centric culture and foster a collaborative work environment grounded in accountability, innovation, and continuous improvement.
• Performs other duties as assigned.

Qualifications
• Bachelor’s degree in computer science, Information Technology, or related field.
• Proven experience in managing a help desk team, preferably in an MSP or IT services environment.
• Strong technical knowledge across multiple platforms, such as Windows, Mac, and mobile devices.
• Excellent problem-solving skills and the ability to handle complex customer issues with a calm and professional demeanor.
• Demonstrated leadership abilities, with a track record of motivating and inspiring a team to achieve high performance.
• Solid understanding of ITIL and service management principles.
• Exceptional communication and interpersonal skills to build and maintain relationships with clients and team members.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across various teams and levels of the organization.
• IT-related certifications are advantageous but not required.
• Support and adhere to our company’s core values.
• Maintain professional appearance and conduct at all times.
• Adheres to company work practices.

Physical Requirements
- Hearing: Adequate to perform job duties in person and over the telephone.
- Speaking: Must be able to communicate clearly with clients in person and over the telephone.
- Vision: Visual acuity adequate to perform job duties, including reading information from printed
sources and computer screens.
- Other: Requires occasional lifting and carrying items weighing up to 40 pounds unassisted.
Requires frequent bending, reaching, and repetitive hand movements (specifically keyboarding
and writing), standing, walking, squatting and sitting, with some lifting, pushing and pulling
exerted regularly throughout a regular work shift.

The above is intended to describe the general content and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

TEAL IS AN EQUAL OPPORTUNITY EMPLOYER