Manager, Professional Services (Remote)

Trace3; Raleigh (NC); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Comprehensive medical, dental and view

401(k) Retirement Plan with Employer M

Competitive Compensation

Training and development programs

Office snacks and beverages

Collaborative and cool culture

Work-life balance and generous PTO

Job summary

Trace3 is seeking a Manager, Professional Services to lead the Smart Hands team and ensure top-tier customer satisfaction across deployment services.

You’ll build and mentor a high-performing staff, manage interviews and performance, and partner with sales to scope and price LOEs while controlling budgets and PM metrics.

Qualifications

• 8+ years in MSP/ network deployments or related IT experience.
• 3+ years leading technical teams.
• Strong negotiation and problem-solving skills.
• Excellent oral and written communication and stakeholder mgmt.
• Associate degree or equivalent experience.

Responsibilities

• Build high-performing teams that accomplish goals and priorities.
• Provide leadership, skill development, and mentorship for team members.
• Interviewing, onboarding, off-boarding, training, and performance mgmt.
• Monitor and report on metrics (e.g., utilization, rework).
• Act as pre-sales SME for LOE sizing and scoping for customer pitches.
• Review LOE to ensure accuracy with hours, cost estimates, budget.
• Manage and minimize non-billable time and expenses.
• Manage P&L, revenue, costs, and contract GP for the practice area.
• Conduct monthly and quarterly executive reviews.
• Coach on sales strategies to improve performance and meet goals.
• Oversee multiple infrastructure setup/maintenance projects.

Skills

Managed Services experience

Leadership

Negotiation

Problem-solving

Communication

Project management

Education

Associate's degree or equivalent

Job description

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

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, mentallymapping outevery checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

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, 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, onboarding, off-boarding, training, career development, and performance management of team members.
• Monitor and manage team performance and report on metrics (e.g., team utilization, rework, 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 submitting timesheets, team performance, schedules, and utilization accurately.
• 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 high customer satisfaction through key account client partnerships.

Qualifications & Interests:

• A minimum of 8 years of Managed Services provider experience performing or managing network deployments, infrastructure refresh, smart hands type work, project management, or related IT experience.
• A minimum of 3 years of leadership experience managing technical staff.
• 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 ability to interact and communicate with Senior Management.
• Excellent oral and written communication and presentation skills, including presenting technical issues to a non-technical audience.
• Associate's degree or equivalent level of experience.

Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary.

The Perks

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

Our Commitment

At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do.

We're committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.

As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.

Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all.