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
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
- Bachelor’s degree in Information Technology or related field, or equivalent experience
- Relevant technical certifications (Microsoft, Cisco, security, cloud, virtualization) preferred
- 5–10+ years of Professional Services / Engineering experience
- Demonstrated Tier 3 implementation expertise
- Prior player-coach or leadership experience preferred
- MSP experience strongly preferred
Responsibilities
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
