Professional Services Project Manager

i-Tech Support•Orlando, FL

103d•Hybrid

About The Position

The Project Manager (PM) is responsible for delivering project services to the client base. As the team lead for the Professional Services Team, the PM will be accountable for successful project outcomes and the performance of all professional services team members. This is a player/coach role requiring both hands-on contribution to project delivery and leadership of the Professional Services Team. The PM role includes three essential pillars: 1. Project Execution and Quality Control: Internal and external project stakeholder coordination to achieve business and technical requirements of proposed project solutions based on project schedules and expectations set with the client 2. Project Team Leadership: Management of all members of the Professional Services Team, confirming the use of processes and tools developed to ensure adherence to professional services processes and delivery standards 3. Technical Contribution & Project Delivery: Actively contribute to project delivery alongside engineering staff, serving as a technical resource when needed, supporting solution design, and ensuring successful execution of complex projects This role is critical to the success of the managed services practice. It requires excellent communication, administrative, documentation, technical, negotiation, and organization skills. The PM will collaborate cross-functionally with MSP team members to deliver project services to clients. Through these efforts, the PM will effectively generate non-recurring revenue (NRR) based on a pro forma utilization plan.

Requirements

Holds a bachelor’s degree and/or tech school degree and industry certifications in information technology (ie: PMP, ITIL certifications)
Demonstrates a history of achieving organizational goals while maintaining high levels of operational success and client satisfaction
Demonstrates a passion for technology with substantial experience in the field, underscoring a commitment to staying at the forefront of industry developments
Understands organizational structures and business operations to foster successful project outcomes
5+ years of experience in IT infrastructure, systems engineering, or related technical discipline with direct delivery experience
3+ years of project management experience in an MSP, IT services, or professional services environment
PMP certification or demonstrated equivalent project management discipline
Hands-on familiarity with MSP technology domains: cloud platforms, virtualization, networking, identity, and backup/DR
Experience with PSA platforms (ConnectWise, Autotask, or equivalent) and RMM tools
Strong communication skills with ability to present to stakeholders and manage client relationships
Microsoft certification in Azure or M365 (Administrator or Architect level) required or strongly preferred depending on experience level (e.g., Azure Administrator Associate, Azure Solutions Architect Expert, or equivalent)
Strong understanding of Microsoft infrastructure stack including Windows Server, Active Directory, Azure AD / Entra ID, and M365
CCNA or equivalent networking knowledge required; certification preferred, demonstrating foundational networking knowledge including routing, switching, and network troubleshooting

Nice To Haves

Microsoft certification in Azure or M365 (Administrator or Architect level) required or strongly preferred depending on experience level (e.g., Azure Administrator Associate, Azure Solutions Architect Expert, or equivalent)
CCNA or equivalent networking knowledge required; certification preferred, demonstrating foundational networking knowledge including routing, switching, and network troubleshooting

Responsibilities

Manage all booked IT projects in the project queue
Engage in the project intake and initiation processes, ensuring an organized transition of newly booked projects into the Professional Services Team workflow
Track expected delivery dates to ensure timely receipt of products to maintain the project schedule
Coordinate and collaborate with project team resources and client stakeholders to accomplish project work in a timely manner
Set and maintain the project schedule to meet project timeline commitments
Ensure the application of company-approved project methodology by Professional Services Team members to achieve consistent service delivery outcomes
Conduct regularly scheduled sync up meetings with Engineers to assure adherence to the project schedule and time budget
Monitor Engineer time entry timeliness, quality, and accuracy to confirm project status adherence to the project budget and billable hours
Review work plans for task completion to ensure that projects are completed on time and on budget
Schedule, prepare for, and conduct project status meetings with project stakeholders to enable stakeholder alignment on project status
Assign and verify completion of required project documentation
Engage in course correction activities with stakeholders when projects go off track
Ensure that projects meet intended client business outcomes prior to project closure
Measure and achieve targeted customer satisfaction targets
Manage, complete, and bill for out-of-scope project services
Complete project billing according to and in conjunction with Finance Team processes
Accountable for achieving Target Engineer Billable Utilization plan
Manage KPI tracking and reporting, implementing necessary adjustments to align with strategic objectives
Prepare a report prior to the beginning of each month that projects billing utilization for the upcoming month
Report backlog of billable and non-billable project hours weekly
Actively engage in capacity planning to ensure optimal team resource allocation and meet departmental demands
Manage and maintain project documentation repositories
Deliver and collect client satisfaction surveys, then analyze and share data with the team, ensuring that what is learned is incorporated into team process
Provide continuous coaching to PS team members to foster professional growth and enhance service delivery
Develop and continuously refine Professional Services Team processes to enhance efficiency and effectiveness
Lead the orientation and training of new hires to ensure a smooth integration into the team
Conduct regular meetings with Professional Services Team members to review performance, set goals, and address any concerns
Prepare for and chair the weekly Professional Services Department Level Meeting to foster collaboration and strategic alignment
Determine and execute on quarterly team initiatives aimed at team process development, enhancing team member skills, and promoting business growth
Participate in hands-on delivery of complex IT projects alongside engineering staff
Serve as a technical escalation point and provide guidance to engineers
Contribute to solution design, scoping, and SOW development with pre-sales and engineering teams
Maintain working knowledge of core MSP technologies including cloud, networking, identity, and virtualization
Run the daily huddle to keep the team in sync on performance levels, in-progress projects, and important events
Attend New Project Meetings with DDEs (Design Desk Engineers), vCIOs, and PEs to learn about new project business and technical requirements
Schedule, prepare for, and conduct project status meetings with project stakeholders to enable alignment on project status
Conduct regularly scheduled sync up meetings with PEs to assure adherence to the project schedule and time budget
Prepare for and conduct the Weekly Department Level Meeting to foster collaboration and strategic alignment
Attend 1:1 meetings with the VP Operations to review PM performance, including successes and challenges in the PM role
Attend the weekly Team Leads Meeting to report and discuss team KPI trends and learn about company events and information to be cascaded to PS Team members
Remain cognizant of PE on call schedule
Work with Helpdesk lead to schedule Engineers for billable MAC and incident support as necessary
Manage onboarding projects
Coordination of all client and MSP stakeholders for the timely completion of onboarding projects for new clients
Adhere to established Professional Services Team processes and workflows, ensuring seamless inter-departmental integration, responsiveness, and transparency
Champion company core values and actively contribute to enhancing organizational culture