Manager, Professional Services

Summary

Join us at Trace3 as we seek a Manager of Professional Services to lead our Smart Hands team and ensure high levels of customer satisfaction.

Requirements

• Associate's degree or equivalent level of experience
• ITIL Foundation certification is required
• Managed Services Provider experience required
• 8 years of experience performing or managing network deployments, infrastructure refresh, smart hands type work, project management, or related IT experience
• Must have at least 3 years of leadership experience managing technical staff
• Vendor Management expertise

Responsibilities

• Build high-performing teams that accomplish organizational changes, goals, and priorities
• Provide leadership, skill development, and mentorship for team members
• Actively involved in the interviewing, on-boarding, off-boarding, training, career development, and performance management of team members
• Monitor and manage team performance and report on metrics, i.e., team utilization, re-work, etc
• Serve as a subject matter expert during pre-sales activities, providing LOE sizing and scoping support, and contributing to customer sales pitches
• Review LOE (level of effort) to ensure accuracy with hours, cost estimates, and budget
• Manage and minimize non-billable time and expense within the team
• Manage P&L, revenue, cost, and contract GP for the given practice area and teams
• Hold team leads accountable for properly submitting timesheets, team performance, team schedules, and team utilization
• Conduct monthly and quarterly executive reviews for the given practice area
• Coach and advise the team on strategies to improve sales performance, achieve goals, and meet expectations
• Manage multiple infrastructure setup/maintenance projects concurrently
• Create and implement operating plans to achieve sales initiatives and segment goals
• Maintain a high level of customer satisfaction through key account client partnerships

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, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Stocked kitchen with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off