Manager, Professional Services

This is a fully remote position, open to applicants in Texas.

📋 Description

• Ensure the overall efficiency and effectiveness of the Professional Services Smart Hands team.

• Maintain high standards of customer satisfaction for professional and deployment services.

• Serve as an escalation point for critical issues.

• Provide leadership to a team of technical personnel.

• Build high-performing teams that achieve organizational changes, objectives, and priorities.

• Offer leadership, skill development, and mentorship to team members.

• Engage in interviewing, onboarding, off-boarding, training, career development, and performance management.

• Monitor and assess team performance, reporting on metrics such as team utilization and rework.

• Act as a subject matter expert during pre-sales activities, including LOE sizing, scoping support, and customer sales presentations.

• Review LOE for accuracy in hours, cost estimates, and budget adherence.

• Manage and minimize non-billable team time and expenses.

• Oversee P&L, revenue, costs, and contract GP for the practice area and teams.

• Hold team leads accountable for timesheets, performance, schedules, and utilization.

• Conduct monthly and quarterly executive reviews.

• Coach and advise the team on sales performance and goal attainment.

• Manage multiple infrastructure setup and maintenance projects simultaneously.

• Develop and implement operational plans for sales initiatives and segment goals.

• Sustain customer satisfaction through key account client partnerships.

⛳️ Requirements

• A minimum of 8 years of experience with Managed Services providers in network deployments, infrastructure refresh, smart hands work, project management, or related IT roles.

• At least 3 years of leadership experience managing technical staff.

• Expertise in Vendor Management.

• Strong skills in conflict negotiation and problem-solving.

• Excellent organizational skills with the ability to manage competing client demands.

• Strong analytical skills related to technical or project management challenges.

• Comfortable interacting and communicating with Senior Management.

• Exceptional oral and written communication skills, including the ability to present technical issues to a non-technical audience.

• Associate's degree or equivalent level of experience.

• ITIL Foundation certification.

🏝️ Benefits

• Comprehensive medical, dental, and vision plans for you and your dependents.

• 401(k) Retirement Plan with Employer Match.

• 529 College Savings Plan.

• Health Savings Account.

• Life Insurance.

• Long-Term Disability.

• Competitive Compensation.

• Opportunities for training and development.

• Major offices stocked with snacks and beverages.

• Collaborative and engaging culture.

• Work-life balance.

• Generous paid time off.