Director, Professional Services Delivery

Trace3; Phoenix (AZ); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Comprehensive medical, dental and视on

401(k) Retirement Plan with Employer-M

Competitive Compensation

Training and development programs

Major offices stocked with snacks andB

Collaborative and cool culture

Work-life balance and generous paid时间

Job summary

Trace3 is seeking a Manager, Professional Services to lead the Smart Hands team and ensure high customer satisfaction across deployment services. This role escalation points in critical situations and provides leadership to a team of technical staff.

You will build and mentor teams, manage performance, and drive efficiency with metrics, ensuring successful pre-sales support and delivery across multiple projects.

Qualifications

• 8+ years of Managed Services provider experience in deploying or managing network deployments, infra refresh, or related IT work.
• At least 3 years of leadership experience managing technical staff.
• Strong conflict negotiation and problem-solving abilities.
• Strong organizational skills to manage competing client demands.
• Strong analytical skills for technical or project management issues.
• Excellent oral and written communication and ability to present to non-technical audiences.
• Associate's degree or equivalent experience required.

Responsibilities

• Build high-performing teams to accomplish organizational goals and priorities.
• Provide leadership, mentorship, and career development for team members.
• Participate in interviewing, onboarding, training, and performance management.
• Monitor team performance and report metrics like utilization and rework.
• Support pre-sales activities with LOE sizing and budgeting input.
• Review LOE accuracy against hours and cost estimates.
• Minimize non-billable time and expenses within the team.
• Manage P&L, revenue, cost, and contract GP for the practice area.
• Hold team leads accountable for timesheets and utilization.
• Conduct monthly and quarterly executive reviews for the practice area and advise on sales strategies.
• Oversee multiple infrastructure setup/maintenance projects concurrently.
• Create operating plans to achieve sales initiatives and segment goals.
• Maintain high customer satisfaction through key account partnerships.

Skills

MSP experience

Leadership

Conflict negotiation

Organizational skills

Analytical skills

Communication with senior management

Presentation skills

Education

Associate's degree

Job description

Trace3 is seeking a Manager, Professional Services to lead the Smart Hands team and ensure high customer satisfaction across deployment services. This role escalation points in critical situations and provides leadership to a team of technical staff.

You will build and mentor teams, manage performance, and drive efficiency with metrics, ensuring successful pre-sales support and delivery across multiple projects.