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Sla Manager Jobs in Minnesota (NOW HIRING)

Vertin

Service Desk Lead

Edina, MN · On-site

$70K - $80K/yr

This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines ...

Vertin Co

Service Desk Lead

Edina, MN · On-site

$70K - $80K/yr

This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines ...

Vertin

Service Desk Lead

Edina, MN · On-site

$70K - $80K/yr

This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines ...

Reliable Premium Management

Be Seen First

Customer Success Support Manager

Waite Park, MN · On-site

$65K - $73K/yr

SLA performance on offshore-processed work (renewals, carrier switches, endorsements, payroll ... Flexibility and trust to manage your work * A unique, people-centered culture rooted in ownership ...

SCHWAN'S

Manager of IS Infrastructure

Marshall, MN

$107K - $178K/yr

Work to ensure compliance to these standards and procedures by building and maintaining relationships and focusing on SLA management. * Maintain vendor relationships to include contract negotiations ...

Schwans

Manager of IS Infrastructure

Marshall, MN · On-site

$107K - $178K/yr

Work to ensure compliance to these standards and procedures by building and maintaining relationships and focusing on SLA management. * Maintain vendor relationships to include contract negotiations ...

Entrust Corp.

Cloud Technical Program Manager

Shakopee, MN · On-site

$137K - $178K/yr

Provide regular executive reporting on platform health, SLA performance, incidents, risks, and ... Experience managing global/multi-region cloud platform expansions * Familiarity with FinOps ...

NTT DATA Services

Field Tech Manager

Minneapolis, MN · On-site

$87K - $109K/yr

Responsible for monitoring SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs. The Senior Manager/Delivery Manager will coordinate with NTTD Client Delivery ...

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Sla Manager information

How does an SLA manager typically collaborate with technical and business teams to ensure service agreements are met?

An SLA Manager works closely with both technical teams (such as IT support, operations, and engineering) and business stakeholders to monitor, report on, and improve service delivery according to established Service Level Agreements (SLAs). This often involves facilitating regular meetings, reviewing performance metrics, and addressing any service issues proactively. Effective communication and negotiation skills are essential, as the role requires balancing technical capabilities with business expectations. SLA Managers also document processes and escalate unresolved issues to ensure continuous improvement and customer satisfaction.

What is the difference between Sla Manager vs Service Delivery Manager?

AspectSLA ManagerService Delivery Manager
Primary FocusManaging Service Level Agreements and ensuring contractual complianceOverseeing overall service delivery and client satisfaction
ResponsibilitiesMonitoring performance metrics, negotiating SLAs, reportingCoordinating teams, managing client relationships, improving service processes
Required SkillsContract management, performance analysis, communicationLeadership, project management, customer service
Work EnvironmentIT and service-based industries, contract-driven settingsIT, telecom, and managed services sectors

While both roles focus on service quality, the SLA Manager primarily manages contractual performance metrics, whereas the Service Delivery Manager oversees the entire service process and client satisfaction. Understanding these distinctions helps organizations assign the right responsibilities and find suitable candidates.

What are the key skills and qualifications needed to thrive as an SLA manager, and why are they important?

To thrive as an SLA Manager, you need expertise in service level agreement management, IT service management practices, and a relevant degree such as in business or information technology. Proficiency with ITSM tools like ServiceNow or BMC Remedy and certifications such as ITIL are commonly required. Strong soft skills include negotiation, analytical thinking, and effective communication to manage client expectations and resolve service issues. These skills ensure that service delivery meets agreed standards, fosters client satisfaction, and drives continuous improvement in IT operations.

What is an SLA manager?

SLA Managers are professionals responsible for overseeing and ensuring that Service Level Agreements (SLAs) between service providers and clients are met. They monitor service performance, resolve issues related to service delivery, and work to continuously improve service quality. Their role includes analyzing data, preparing reports, coordinating with multiple departments, and communicating with clients to maintain satisfaction. SLA Managers are crucial in maintaining trust and accountability in business relationships.

What are popular job titles related to Sla Manager jobs in Minnesota?

For Sla Manager jobs in Minnesota, the most frequently searched job titles are:

What job categories do people searching Sla Manager jobs in Minnesota look for?

The top searched job categories for Sla Manager jobs in Minnesota are:

Sla Manager jobs near you
Infographic showing various Sla Manager job openings in Minnesota as of August 2026, with employment types broken down into 1% As Needed, 88% Full Time, 10% Part Time, and 1% Contract. Highlights an 93% Physical, 3% Hybrid, and 4% Remote job distribution.

Service Desk Lead

Vertin

Edina, MN • On-site

$70K - $80K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 6 days ago

Job description

Position Overview

We are seeking a Service Desk Team Lead to oversee our Technical Service Consultants within our Managed Services practice. This individual will be responsible for leading daily support operations, managing ticket queues, maintaining SLA compliance, and ensuring exceptional client experience. The ideal candidate combines strong technical support experience with leadership ability and a proactive approach to identifying service and sales opportunities.

Key Responsibilities

Team Leadership

         Lead, mentor, and develop Technical Consultants

         Conduct regular performance coaching and ticket quality reviews

         Facilitate daily stand-ups and team meetings

         Support recruiting, onboarding, and training of new team members

Queue & Operations Management

         Manage and prioritize service desk ticket queues

         Ensure SLA adherence and timely issue resolution

         Act as escalation point for service desk team

         Monitor KPIs including response times, resolution times, and CSAT

         Drive continuous process improvement

Client Experience

         Ensure high-quality client communication and professionalism

         Address client escalations and service concerns

         Identify recurring issues and recommend long-term solutions

Inside Sales & Growth Support

         Identify upsell opportunities during support interactions

         Support account management team with service expansion initiatives

         Contribute to revenue growth through proactive service recommendations

Requirements

Qualifications

         5+ years IT support experience (MSP experience preferred)

         Prior team lead and supervisory experience

         Strong understanding of ticketing systems and SLA management (preferred)

         Excellent communication and client service skills

         Comfortable identifying and supporting sales opportunities

         Strong organizational and problem-solving skills

Duties:

         Manage daily ticket queue & workflow

         Ensure SLA compliance

         Conduct QA on tickets

         Coach technical resources for growth and client communication

         Run daily/weekly huddles

         Monitor CSAT

         Address escalated customer concerns

         Ensure professionalism & consistency

         Identify recurring issues and recommend improvements

         Identify upsell opportunities from tickets

         Support account managers

         5+ years IT support experience (MSP preferred)

         1-3 years leadership and supervisory experience

         Comfortable with KPIs and metrics

         Customer-facing communication strength

         Basic sales comfort (not necessarily a hunter, but opportunity-aware)

"The salary range for this position is $70,000-$80,000, and final offer will be based on experience, skills, and qualifications."

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Training & Development
  • Wellness Resources

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