Professional Services Manager

Job Title: Professional Services Manager

Job Type: Full-Time

Location: Bowie, MD (Hybrid)

Department: Professional Services / Tier 3 Support

<>Overview:</>

As a Professional Services Manager, you will play a pivotal role in leading our professional services and Tier 3 support team. This position requires a dynamic individual who excels in both a managerial and hands-on technical capacity, providing guidance, oversight, and support to our team and clients, particularly in the healthcare technology sector.

Key Responsibilities:

• Team Management:
  • Serve as a player/coach, directly managing and mentoring the Professional Services/Tier 3 team
  • Oversee performance management, focusing on health and wellness, employee engagement, skills development and training, and career planning.
  • Conduct recruiting and hiring to build a robust and skilled team.
  • Ensure team coverage and engagement of escalations and incidents.
• Project Management:
  • Lead project scoping and quoting, ensuring alignment with client needs and company capabilities.
  • Manage the project pipeline, focusing on effective sales funnel management.
  • Work with Project Coordinator to set project schedules, resource assignments, and budget considerations.
  • Ensure project execution adheres to timelines, budget constraints, and quality standards.
  • Provide oversight for all project management activities, maintaining high standards of delivery.
  • Evaluate project close-out tasks for completion.
• Strategic Involvement:
  • Engage in KPI reporting and accountability measures.
  • Participate in weekly management meetings, budget management, and contribute to corporate annual planning.
  • Actively participate in incident management by providing guidance, individual execution of tasks, RCA development, and customer meetings.
  • Offer pre-sales support including discovery and quote assistance.
  • Offer post-sales support to client support teams.
• Be the final escalation point for Professional Services Engineers with technical or customer management issues.
• Project Execution:
  • Execute specific projects as needed on time and within budget.

<>Additional Responsibilities:</>

• Provide vCIO support to existing clients by identifying solutions and improvements to IT infrastructure.
• Participate in strategic customer meetings to provide guidance and clarity of solutions.
• Further involvement in pre-sales activities and strategic account management as the role evolves.
  • Conduct thorough assessments of potential clients technology needs, identifying key areas where our Technology Partners can provide value-added solutions.
  • Collaborate with the sales and technical teams to develop custom solutions that align with client requirements and our Technology Partners service offerings.

<>Qualifications and Skills:</>

• 5 years of proven experience in Project Management and leading teams.
• MSP experience preferred
• Proficient in Cisco Meraki networking solutions, including routers, switches, and security appliances.
• In-depth knowledge of Microsoft Azure, including Azure Active Directory, Azure Virtual Machines, and Azure Networking.
• Expertise in VMware or Hyper-V for virtualization solutions and infrastructure management.
• Strong leadership and team management skills.
• Proficient in using tools like ConnectWise Manage, ConnectWise Automate, and HubSpot.
• Experience in the healthcare technology sector is a plus.
• Strong communication and interpersonal skills.