Professional Services Manager

Position Summary

The Professional Services Manager is a player-coach leadership role responsible for the successful delivery of professional services projects while leading, coaching, and developing the Professional Services team. Approximately 60% of this role is dedicated to hands-on project delivery, serving as the primary engineer on Tier 3 initiatives, with the remaining time focused on people’s leadership, operational excellence, and cross-functional coordination.

This role blends technical leadership, delivery execution, and people management, ensuring projects are delivered on time, on budget, and aligned with First Call’s standards, long-term support model, and client business outcomes.

The Professional Services Manager operates as a peer to the Sales Engineering Manager, partnering closely to ensure seamless transition from solution design to execution and acting as a client-facing escalation point for complex and high-risk projects.

• Delivers complex Tier 3 projects with minimal rework and strong client outcomes
• Leads by example through hands-on engineering and technical ownership
• Builds, coaches, and develops a high-performing Professional Services team
• Ensures consistent execution of standards, SOPs, and delivery processes
• Balances utilization, margin, quality, and client satisfaction
• Creates clarity, accountability, and operational discipline across Professional Services

• Energized by hands-on technical delivery while coaching others; enjoys balancing execution, leadership, and operational ownership; motivated by building scalable, repeatable delivery outcomes; thrives in complex, high-impact project environments
• Deliver Tier 3 project delivery on time and within budget, aligned to First Call standards; minimize rework
• Coach and develop engineers and project management staff with clear expectations and accountability
• Own project intake, scheduling, capacity planning, and utilization for self and team
• Manage delivery risks, escalations, and client expectations effectively
• Partner cross-functionally to ensure smooth design-to-delivery execution
• Maintain visibility into pipeline, backlog, and future scheduled work
• Use tools effectively and manage competing priorities between delivery and leadership responsibilities
• Handle escalations calmly and effectively; drive accountability without micromanagement

• Billable Utilization – Professional Services Department (≥70%)
• Average Billable Rate
• Customer Satisfaction (Project Delivery)

• Bachelor’s degree in Information Technology or related field, or equivalent experience
• Relevant technical certifications (Microsoft, Cisco, security, cloud, virtualization) preferred
• No license requirements

• 5–10+ years of Professional Services / Engineering experience
• Demonstrated Tier 3 implementation expertise
• Prior player-coach or leadership experience preferred
• MSP experience strongly preferred

This role offers a base salary range of $70,000–$80,000 per year, plus a target annual incentive of 10–15% of base salary, based on performance.

Reports To:

CTO & VP of Professional Services

Department:
Professional Services

Job Status:
Full Time | Employee Type:
Salaried

Work Schedule:

Monday-Friday, 8am-5pm MST (Flexibility required to meet business needs; off-hours and weekend availability may be necessary to ensure success)

Travel Required:

As needed

Primary

Work Location:

Office and Client Sites

Key Collaborators:
Sales Engineering Manager, vCIOs, TAMs, Service Desk Manager, Project Managers, Professional Services Engineers, Vendors / 3rd Parties, Procurement

Direct Reports:
Professional Services Engineers and Project Manager