Manager- ITSG Service at Loffler Companies, Inc. Minnesota

Position Summary

Manager ITSG Services position will manage and develop service teams within the IT Solutions Group (ITSG) division at Loffler Companies. While this is not a hands‑on technical role, it requires a foundational understanding of IT infrastructure and service delivery. The ideal candidate will guide teams, review work for quality, support troubleshooting by understanding how systems interact, and act as an informal compliance steward to shape internal processes that meet cybersecurity and regulatory expectations.

• Accountable for client satisfaction within assigned service team(s).
• Accountable for service requests and projects within assigned service team(s), function as the single point-of‑contact for problem identification and resolution for escalated issues.
• Identify and improve gaps in procedures and documentation that affect the delivery of service agreements and project statements of work.
• Provide strategic oversight and guidance on technical work performed by service teams, ensuring alignment with best practices and operational standards.
• Help shape service delivery processes and documentation to reflect evolving compliance and cybersecurity expectations, supporting audit readiness and regulatory alignment without assuming formal compliance ownership.

• Perform personnel management within assigned service team(s).
• Direct subordinates in all service requests, from scheduled projects and proactive support to day‑to‑day requests and business‑critical outage situations.
• Develop career goals with learning management and skill assessments, including education paths, certification requirements, and annual reviews.
• Accountable for team education and world‑class delivery of Loffler solutions.
• Interview and hire potential candidates for assigned service team(s).
• Analyze service team utilization, service request metrics, SLAs, and other KPIs.
• Accountable for review, quality, and approval of timesheets for employees within assigned service team(s).
• Accountable for weekly invoicing of services that fall outside the scope of monthly service agreements.

• Lead improvement of assigned areas of focus within current operational priorities.
• Collaborate with department management to continuously review service teams, team leads/supervisors, service/project results, agreement coverage, and tools/documents.
• Prioritize areas that require improvement and ensure stable areas are maintained.
• Identify changes required to elevate our own standards as a world‑class service organization.
• Focus areas include: staffing, department culture, onboarding standards, technology standards, automation & workflow, proactive support with a security‑first mindset, client documentation, service delivery requirements, vendor relationships, technology solution stack, agreement review and true‑ups.

• Project manage special internal projects as needed.
• Provide pre‑sales assistance when other resources are unavailable.
• Assist in managing service delivery on other teams when their manager is absent.
• Perform other related duties as assigned.
• Understand, stay updated on, and abide by the Employee Handbook as written.
• Carry out supervisory responsibilities in accordance with organizational policies and procedures, including interviewing, selecting, training, planning, assigning, directing work, mentoring, appraising performance, rewarding and disciplining employees, and resolving customer concerns.
• Understand and enforce company policies and procedures.

• Strong organizational, presentation, and customer service skills.
• Proven ability to lead and develop IT engineering teams with a cybersecurity‑first mindset, guiding client problem solving, project delivery, and compliance‑shaped operations.
• Familiarity with SOC2 principles and CIS Controls and the ability to embed these frameworks into service delivery and team practices.
• Skill in strategic planning, thinking ahead and planning over 6‑12 month horizons.
• Skill in leading people and achieving results with a strong customer orientation.
• Exceptional…