Professional Services Manager
About The Position
The Professional Services Manager is a player-coach leadership role responsible for the successful delivery of professional services projects while leading, coaching, and developing the Professional Services team. Approximately 60% of this role is dedicated to hands-on project delivery, serving as the primary engineer on Tier 3 initiatives, with the remaining time focused on people's leadership, operational excellence, and cross-functional coordination. This role blends technical leadership, delivery execution, and people management, ensuring projects are delivered on time, on budget, and aligned with First Call’s standards, long-term support model, and client business outcomes. The Professional Services Manager operates as a peer to the Sales Engineering Manager, partnering closely to ensure seamless transition from solution design to execution and acting as a client-facing escalation point for complex and high-risk projects When Done Well, the Professional Services Manager: Delivers complex Tier 3 projects with minimal rework and strong client outcomes Leads by example through hands-on engineering and technical ownership Builds, coaches, and develops a high-performing Professional Services team Ensures consistent execution of standards, SOPs, and delivery processes Balances utilization, margin, quality, and client satisfaction Creates clarity, accountability, and operational discipline across Professional Services Position Roles, Responsibilities and Expectations Energizing Excellent Competent Energized by hands-on technical delivery while coaching others Enjoys balancing execution, leadership, and operational ownership Motivated by building scalable, repeatable delivery outcomes Thrives in complex, high-impact project environments
Requirements
- Advanced technical delivery and problem-solving
- Coaching, accountability, and people development
- Project delivery and operational discipline
- Cross-functional collaboration
- Clear client communication and expectation management
- 5–10+ years of Professional Services / Engineering experience
- Demonstrated Tier 3 implementation expertise
- Prior player-coach or leadership experience preferred
Nice To Haves
- MSP experience strongly preferred
- Relevant technical certifications (Microsoft, Cisco, security, cloud, virtualization) preferred
Responsibilities
- Tier 3 project delivery
- Delivers projects on time, on budget, and aligned with First Call standards, with minimal rework.
- Coaches and develops engineers and project management staff through clear expectations and accountability.
- Owns project intake, scheduling, capacity planning, and utilization for self and team.
- Manages delivery risks, escalations, and client expectations effectively.
- Partners cross-functionally to ensure smooth design-to-delivery execution.
- Maintaining visibility into pipeline, backlog, and future scheduled work
- Using tools effectively
- Managing competing priorities between delivery and leadership responsibilities
- Handling escalations calmly and effectively
- Driving accountability without micromanagement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
