Lead Manager of Professional Services

2 weeks ago


Memphis, Tennessee, United States OGNTech, LLC Full time

Job Title:
Lead Manager of Professional Services

Company:

OGN Tech, LLC is a provider of IT Managed Services that caters to businesses of varying sizes across diverse sectors, delivering expert and reliable technical support.

Our specialties include Service Desk, Cybersecurity, Compliance, Projects, and IT Operations.

Location :
Memphis TN

Overview:


OGN Tech is in search of a Lead Manager of Professional Services to propel technical projects and initiatives for a broad range of clients.

The Lead Manager of Professional Services at OGN Tech, LLC plays a pivotal role in ensuring the successful execution of both internal and client projects beyond standard contracts.

This position merges project management skills, technical knowledge, and client relationship management to guarantee project profitability and efficiency while upholding high client satisfaction levels.

Additionally, the Lead Manager provides advanced support for escalated service desk tickets.

Key Responsibilities:

Project Management:


Oversee the planning, execution, and delivery of internal and client projects, ensuring compliance with established timelines, budgets, and quality benchmarks.

Collaborate with clients and internal teams to define project scopes, gather requirements, and create detailed project plans.

Utilize project management software, particularly Autotask, to effectively monitor project progress, time, and milestones.

Identify project risks, issues, and dependencies, implementing strategies to mitigate them and ensure successful outcomes.


Establish and maintain a Change Control process to manage scope changes, project deadlines, and significant modifications to project plans.


Develop Project Templates and collaborate with Centralized Services to automate repetitive tasks or create workflows that enhance efficiency across projects.

Coordinate with contractors and subcontractors, ensuring clear communication and accountability throughout the project lifecycle.

Client Relationship Management:


Serve as the primary liaison for clients throughout the project lifecycle, maintaining consistent communication to provide updates and address any concerns.

Build strong client relationships by understanding their needs, expectations, and objectives, ensuring alignment with project deliverables.

Identify opportunities for additional services or upselling to strengthen client relationships and drive revenue growth.

Financial Management:
Manage the financial aspects of projects, including estimating, budgeting, and tracking billed service revenue.

Closely monitor project budgets and expenditures to ensure profitability and adherence to budgetary constraints.

Analyze project metrics such as estimated and actual hours, profitability, and resource utilization to enhance project efficiency and profitability.

Technical Expertise:


Act as a Tier 3 support engineer, providing advanced technical assistance and troubleshooting for escalated service desk tickets.

Collaborate with technical teams to resolve complex issues and implement effective solutions that meet client requirements.

Qualifications:
Demonstrated experience in project management, preferably within the managed services or IT sector.

Strong technical background, with experience in a Tier 3 support capacity.

Proficiency in project management tools, particularly Autotask.

Exceptional client relationship management skills, with a focus on client satisfaction and revenue enhancement.

Strong financial understanding, with experience in budgeting and financial analysis.

Excellent communication and organizational abilities, capable of managing multiple projects and priorities simultaneously.

OGN Tech, LLC is an Equal Opportunity Employer.

Job Types:
Full-time, Permanent

Pay:
$78,000.00 - $86,000.00 per year

Benefits:
Health insurance

Paid time off

Schedule:
8 hour shift

Monday to Friday

Work Location:
In person

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