Professional Services Manager
We are looking for a strong, motivational leader to mentor and develop a team of local and remote IT Engineers. In this role you will strive to achieve an efficient and reliable operation as we continue to grow as a company.
Essential Duties & Responsibilities
Strategic Planning and Resource Allocation:
- Develop and track yearly departmental budget.
- Coach and lead performance feedback for engineers.
- Determine staffing needs and participate in the hiring process.
- Partner with Director of Operations, Professional Services Management team and others in the development of policies and procedures to ensure quality, accurate and complete work.
- Coordinate with Service and Project Management for effective resource assignment.
- Monitor the delivery of engineering services to internal and external customers.
- Maximize profitability on flat fee projects.
Daily Operations:
- Evaluate quality of work on open customer projects.
- Ensure accurate documentation in the professional services automation (PSA) tool.
- Review engineer schedules and handle deviations.
- Optimize engineer utilization and billable time.
Weekly Responsibilities:
- Lead Engineering Department Meetings.
- Attend Management Meetings.
- Address service invoice escalations and conduct one-on-one meetings with staff.
- Oversee quality control program and collaborate with other Professional Services Managers.
Monthly Tasks:
- Assess on-site engineering work quality.
- Meet with specified customers to ensure satisfaction.
- Review resources and tools available to engineers.
- Manage on-call rotation and supervise engineers in other locations.
Competencies & Skills
- Exceptional management and leadership skills -- for both onsite and remote employees
- Excellent facilitation skills – with the ability to build consensus, set direction, and drive engagement
- Strong interpersonal, verbal, and written communication skills
- Ability to communicate with employees at all levels of the organization, both in-person and remotely
- A demonstrated commitment to high professional ethical standards and a diverse workplace
- Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities
- Strong organizational abilities are crucial for managing tasks efficiently
- Ownership - work independently and stay self-motivated
- Maintain confidentiality and handle sensitive information appropriately
- Must review documentation meticulously to ensure completeness and accuracy
Knowledge, Education & Experience
- Associates or Bachelor’s degree (preferred)
- 3+ years’ experience in Managing Teams
- 3+ years’ experience in an information technology leadership role
- Excellent knowledge of IT systems and infrastructure
- A strong strategic and business mindset
- Experience evaluating quality of service delivery to customers and correcting those issues.
- Vendor Certifications are preferred
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
Education:
Experience:
- Management: 3 years (Preferred)
- IT Leadership: 3 years (Preferred)
- IT Consulting: 1 year (Preferred)
Ability to Relocate:
- Duluth, MN 55802: Relocate before starting work (Required)
Work Location: In person