Manager, Professional Services (Remote)

Manager, Professional Services (Remote)

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

About the Role:

The Manager, Professional Services is responsible for the overall effectiveness and efficiency of the Professional Services Smart Hands team and for ensuring that high levels of customer satisfaction are maintained for all professional and deployment services. This position will also act as an escalation point for critical situations and will provide leadership to a team of technical staff.

What You'll Do:

• Build high-performing teams that accomplish organizational changes, goals, and priorities.
• Provide leadership, skill development, and mentorship for team members.
• Actively involved in the interviewing, onboarding, off-boarding, training, career development, and performance management of team members.
• Monitor and manage team performance and report on metrics (e.g., team utilization, rework, etc.).
• Serve as a subject matter expert during pre-sales activities, providing LOE sizing and scoping support, and contributing to customer sales pitches.
• Review LOE (level of effort) to ensure accuracy with hours, cost estimates, and budget
• Manage and minimize non-billable time and expense within the team.
• Manage P&L, revenue, cost, and contract GP for the given practice area and teams.
• Hold team leads accountable for submitting timesheets, team performance, schedules, and utilization accurately.
• Conduct monthly and quarterly executive reviews for the given practice area.
• Coach and advise the team on strategies to improve sales performance, achieve goals, and meet expectations.
• Manage multiple infrastructure setup/maintenance projects concurrently.
• Create and implement operating plans to achieve sales initiatives and segment goals.
• Maintain high customer satisfaction through key account client partnerships.

Qualifications & Interests:

• A minimum of 8 years of Managed Services provider experience performing or managing network deployments, infrastructure refresh, smart hands type work, project management, or related IT experience.
• A minimum of 3 years of leadership experience managing technical staff.
• Vendor Management expertise.
• Strong conflict negotiation and problem-solving skills.
• Strong organizational skills with an ability to manage competing client demands.
• Strong analytical skills regarding technical or project management issues.
• Comfort level and ability to interact and communicate with Senior Management.
• Excellent oral and written communication and presentation skills, including presenting technical issues to a non-technical audience.
• Associate's degree or equivalent level of experience.
• ITIL Foundation certification.

Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary.

Estimated Pay Range

$108,000 - $135,000 USD

The Perks:

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

Our Commitment:

At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do.

We're committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.

As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.

If you require a reasonable accommodation to complete the application process or participate in an interview, please email View email address on click.appcast.io.

***To all recruitment agencies:

Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.