Ensure consistent delivery of high-quality services that exceed client expectations
Oversee end-to-end project execution, including scope, budget, and timelines
Continually refine workflows to improve efficiency, security, and compliance
Build and optimize processes that support scalable and repeatable success
Provide day-to-day leadership to Professional Services team members
Mentor emerging leaders and support professional growth
Facilitate creative problem-solving and foster a collaborative team environment
Provide constructive feedback to reinforce performance excellence
Partner with the COO on departmental planning and budgeting
Monitor performance metrics and identify opportunities for improvement
Participate in long-term service strategy to align resources with market needs
Review and enhance service processes to drive consistency and quality
Ensure all work aligns with industry best practices and security standards
Maintain documentation for audits, compliance, and knowledge sharing
Communicate project status, priorities, and risks with transparency
Lead departmental Level 10 meetings and champion EOS principles
Partner with cross-functional teams to ensure organizational alignment

Requirements

Strong understanding of project delivery best practices, including scope, timelines, quality assurance and resource allocation
Ability to analyze service metrics and implement improvements
Broad technical background including Windows Server, AD, M365, networking, virtualization, and cloud awareness
Proven leadership experience managing a technical, project-focused, or service delivery team. MSP experience is preferred but not required
Experience in creating a positive, collaborative team culture that encourages collaboration and fosters accountability
Ability to identify strengths, support individual career growth, and coach performance management.
Strong analytical and decision-making skills to resolve operational challenges and client needs
Ability to navigate competing priorities in a fast-paced environment
Excellent verbal and written communication skills with the ability to translate complex technical topics for diverse audiences
Ability to build trusted client relationships and manage escalations professionally
Understanding of financial principles related to service delivery, utilization, and project profitability
Experience contributing to budget planning and long-term strategy

Benefits

Medical, dental, and vision insurance
401(k) with company match
Paid time off & company holidays
Short- & long-term disability
Life insurance
Birthday bonus day
Anniversary bonus days
Celebration day
Paid certifications

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

project delivery best practicesscope managementtimelines managementquality assuranceresource allocationWindows ServerActive DirectoryM365networkingvirtualization

Soft Skills

leadershipcollaborationcoachinganalytical skillsdecision-makingcommunicationrelationship buildingproblem-solvingmentoringperformance management