Manager Professional Services

Ntiva • Mclean, VA

351d • $105,000 - $135,000 • Remote

About The Position

As the Manager, Professional Services you will coach, manage, and retain the Professional Services Team ensuring smooth delivery of Professional services to our clients. You will be responsible for delivering customer excellence from the Professional services team by ensuring that effective communication is delivered, expectations are properly set and delivered, and solutions are implemented correctly the first time. You will oversee and ensure the department is staying on schedule and on budget for Pro-Serv Projects, determine and accurately track monthly project projections to ensure monthly, quarterly and annual targets are met, and ensure escalated issues are being handled by appropriate channels. Additionally, you will focus on the growth and retention of technical talent in pro services, maintain utilization KPI's of the group, and ensure customer satisfaction.

Requirements

• 5-8 years in IT/managed service experience with bachelor's degree
• PMP/PMO/CAPM certification
• Project Engineering or Solution Design experience
• Experience with MSP IT organization
• Strong communication, interpersonal and presentation skills
• Ability to communicate effectively at different levels within the organization
• Ability to set key performance metrics and track over time
• Ability to multi-task, make decisions and adjust quickly to competing priorities
• Demonstrates solid critical thinking and problem-solving skills
• Proficiency in Microsoft product suite

Nice To Haves

• Past MSP Project Experience (Engineering, PM, Management)

Responsibilities

• Responsible for delivering customer excellence from the Professional services team
• Final Review of Project Proposals
• Oversee and ensure the department is staying on schedule and on budget for Pro-Serv Projects
• Determine and accurately track monthly project projections
• Ensuring escalated issues are being handled by appropriate channels
• Growth and retention of technical talent in pro services
• Performance of the project management team
• Maintaining utilization KPI's of the group
• Maintaining customer satisfaction
• Ensuring project constraints are respected
• Maintaining customer relationship when needed
• Conduct weekly Level 10 meetings
• Set Yearly Goals for Team & Annual assessment
• Responsible for meeting annual Project Service NRR goal
• Assist with scoping and technical direction of projects
• Provide training opportunities to all department staff members
• Work with Regional client experience teams on all escalated client situations
• Assist in integrating newly acquired companies into the Ntiva regional model
• Ensure adequate training is available for all direct reports
• Assist in the evaluation of potential new employees
• Take employees through disciplinary steps including termination if needed
• Admin duties for direct reports - review and approve time off requests, Timesheet review, and expense reports

Benefits

• Medical benefits
• 401(k) eligibility
• PTO
• Annual on-target bonus if applicable

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees