Supervisor, Professional Services

DescriptionAbout ITS : Do you have the CHOPS? IT Solutions lives its values : Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. Job Summary : The Supervisor, Professional Services, is responsible for leading and developing a team of Professional Services Engineers. This candidate is responsible for executing the overall strategic vision, ensuring execution maintains close alignment business KPIs and strategy. As a key leader in the business, the Supervisor, Professional Services, will be responsible for motivating and engaging their team by being an inspirational role model through challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization while embodying organizational values.Responsibilities : Execute the team's objectives to match the company's business KPIs and strategiesMaintain a 50% gross billable utilization target individuallyResponsible for managing daily to day operations of the regional professional services team Oversee the activities, including risk management, implementation strategy, and relationship management of their professional success team. Lead a team of professional services engineers responsible for the delivery of IT Solutions professional services projects. Serve as a senior level escalation point to assist all levels of engineers with troubleshooting technical challenges and providing solutions or direction As requested, travel onsite to client offices to provide on-site leadership support to the project team. Identify team priorities and direct team activities to deliver excellent solutions for our clients and achieve high project margins. Maintain overall team utilization goals Drive adoption and governance of delivery best practices across all projects to ensure flawless delivery Collect and analyze customer feedback for the purpose of improving IT Solutions processes, best practices, and overall delivery Provide oversight of project performance, proactively identify risks and implement mitigation measures as necessary Serve as a trusted advisor and manage critical customer escalations to successful outcomes Collaborate with Manager, Professional Services on recruitment, selection, and onboarding of new professional services engineers. Coach and mentor direct reports through providing real-time constructive feedback Facilitate quarterly performance conversations and annual performance reviews as per Company policy and process. Partner with Manager to execute the review cycle.Collaborate cross-functionally with other departments (Sales / Pre-Sales, Client Success, Managed Services, etc) to resolve any process issuesCollaborate with Manager, Professional Services on resource and revenue forecasting, budget management, and planning. Create and deliver executive communications on key business metrics, performance, and any challenges impacting the team's ability to deliver

RequirementsKnowledge, Skills, and Abilities : Confident and comfortable with client facing activity. Demonstrates the ability to follow up on client feedback to drive outcomes Understanding relationship and responsibilities of Manager, when to escalate, and balancing administrative duties with project executionStrong oral and written communication skills Communicate effectively with internal team members, customers, clients, and stakeholders. Maintains the ability to stay organized and be detail oriented. Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement / execution excellence. Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment. Excellent leadership skills Demonstrated ability to work effectively under pressure while meeting deadlines and commitments Ability to solve complex problems, including customer delivery challenges, and assist employees in leveraging appropriate resources such as other team members, vendor support, and partner support ExperienceExperience 6+ years of experience working in IT professional services delivery, MSP industry experience preferred 2+ years of demonstrated experience managing technical and cross-functional professional service teams Bachelor's degree in a related discipline or equivalence of professional work Compensation PackageITS offers a full benefits package, including : Rich Medical and prescription plans Dental & Vision Paid Holidays and Flexible Paid Time Off 401K / 401K Roth with Safe Harbor matching Stock Appreciation Rights Company-paid life insurance, long-term and short-term disability insurance Company-paid mental health support & financial wellness services FSA for medical and dependent care HSA option with compatible medical plan Company-paid training, materials, and exams Performance-based bonuses IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.