Professional Services Manager

2 weeks ago

Bowie, United States Parkar Consulting Group, LLC Full time
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.

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