Manager, Professional Services (Remote)

Who is Trace3?

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!

Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.  

Ready to discover the possibilities that live in technology?

 

Come Join Us!

Street-Smart - Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice - The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

Teamwork - Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

 

About the Role:

The Manager of 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, on-boarding, off-boarding, training, career development, and performance management of team members.
• Monitor and manage team performance and report on metrics, i.e., team utilization, re-work, 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 properly submitting timesheets, team performance, team schedules, and team utilization.
• 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 a high level of customer satisfaction through key account client partnerships

 

Qualifications & Interests:

• Associate's degree or equivalent level of experience
• ITIL Foundation certification is required
• Managed Services Provider experience required
• 8 years of experience performing or managing network deployments, infrastructure refresh, smart hands type work, project management, or related IT experience.
• Must have at least 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 abil