Professional Services Manager - System Integrator

Join a Microsoft-focused Managed Service Provider offering a full range of IT solutions.
The team is looking for a Professional Services Manager (Project Team Manager) to take charge of project operations and lead the delivery of technical solutions.

This role is responsible for managing day-to-day activities within the project team, ensuring effective execution of IT initiatives, and delivering high-quality client outcomes. Key duties include mentoring team members, fostering collaboration, and maintaining consistent project performance.

This position reports directly to the Director of Managed Services.

Ready to take the next step in your IT leadership career? Apply now to be part of a growing, forward-thinking team.

Key Responsibilities:

Project Team Management 

• Oversee day-to-day operations of the project team, including ticket management, resource allocation, and escalation procedures. 
• Lead, manage, and mentor the project team, providing quarterly 1:1s, annual reviews, and frequent check-ins. 
• Act as a point of escalation for complex technical issues, ensuring root cause analysis and remediation. 
• Ensure adherence to company policies and handle security inquiries, tickets, and incidents. 
• Coordinate with third-party vendors and collaborate with other teams on projects requiring vendor coordination.

Technical Project Management 

• Plan and implement IT projects for clients, utilizing best practices and standards. 
• Communicate with client end-users and management groups regarding infrastructure design, maintenance, and administration. 
• Install, integrate, operate, administer, and support various hardware devices. 
• Analyze and develop system designs, completing implementations individually and as part of a team. 
• Onboard new and existing clients in accordance with their agreement terms. 
• Follow and create accurate documentation related to client projects and infrastructure.

Team Leadership and Development 

• Mentor and support other technicians, assisting in their professional development. 
• Maintain and improve a culture of positive engagement and improvement. 
• Oversee the continuous improvement of team members' skills. 
• Perform after-hours work when needed and complete onsite tasks as required.

Client Experience and Reporting 

• Ensure exceptional service delivery and timely resolution of inquiries. 
• Accountable for KPIs and metrics, including Client Satisfaction Scores (CSAT), team efficiency, and happiness. 
• Develop and improve processes and procedures to enhance client experience. 
• Support for Service Desk Escalations 
• Assist with technical issues escalated by the Service Desk, providing expert guidance and resolution. 
• Analyze and troubleshoot complex problems, ensuring timely and effective solutions. 
• Work closely with Service Desk personnel to understand recurring issues and develop preventative measures.

Centralized Services Support 

• Collaborate with the team to ensure streamlined and efficient service delivery, leveraging our suite of tools and services. 
• Implement and support our suite of tools and services to improve overall operational efficiency. 
• Identify opportunities for automation using scripting languages and system improvements to enhance service quality. 
• Ensure consistent communication and coordination between project teams and the service desk, employing change management principles to effectively utilize our various tools and collaboration platforms.

Required Skills:

General:

• Commitment to customer service excellence. 
• Ability to mentor, teach, and motivate other technicians. 
• Strong communication skills, both technical and non-technical. 
• Attention to detail and strong time management skills. 

Technical:

• Strong knowledge/experience in Windows Server & Desktop environments. 
• Understanding of networking, including routers, switches, firewalls, and modems. 
• Experience with Microsoft environments (On-Premises, Hybrid, Cloud-based) and virtualization platforms. 
• Knowledge of cybersecurity principles and best practices. 
• Ability to design, implement, and support highly technical solutions across multiple client environments. 
• Experience with ticketing and/or PSA systems. 

Soft Skills:

• Calming presence and positive attitude. 
• Problem-solving and critical thinking abilities. 
• Active listening and excellent communication skills. 

Desired Qualifications:

• Professional IT certifications such as ITIL, CompTIA, Microsoft, etc. 
• Experience working for a Managed Service Provider (MSP) or IT Support Business. 
• Skills in strategic and resource planning. 
• Familiarity with scripting languages (PowerShell, JSON, Bicep, etc.). 

Additional Requirements:

• U.S. citizenship. 
• Passes background check. 

Compensation and Benefits:

• Salary: $60,000 - $80,000 per year. 
• Progressive unlimited PTO policy. 
• Health insurance, including optional dental and vision. 
• Company-matched 401(k). 
• Flexible schedule and hybrid work-from-anywhere environment. 
• Opportunities for career growth and professional development. 
• Equal Employment Opportunity Statement