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MSP IT Project Manageri-Tech Support • Orlando, Florida, United States
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MSP IT Project Manager

i-Tech Support
  • US
    Orlando, Florida, United States
  • US
    Orlando, Florida, United States
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À propos

Job Title: Professional Services Project Manager
Position Type: Full Time Exempt, Salaried Employee
Location: Hybrid Orlando, FL
Team: Professional Services
Role Summary: The Project Manager (PM) is responsible for delivering project services to the client base. As the team lead for the Professional Services Team, the PM will be accountable for successful project outcomes and the performance of all professional services team members. The PM role includes two essential pillars:
Project Execution and Quality Control: Internal and external project stakeholder coordination to achieve business and technical requirements of proposed project solutions based on project schedules and expectations set with the client
Project Team Leadership: Management of all members of the Professional Services Team, confirming the use of processes and tools developed to ensure adherence to professional services processes and delivery standards
This role is critical to the success of the managed services practice. It requires excellent communication, administrative, documentation, technical, negotiation, and organization skills. The PM will collaborate cross-functionally with MSP team members to deliver project services to clients. Through these efforts, the PM will effectively generate non-recurring revenue (NRR) based on a pro forma utilization plan.
Key Responsibilities Project Execution and Quality Control:
Project Lifecycle Management: Manage all booked IT projects in the project queue
Project Intake Process: Engage in the project intake and initiation processes, ensuring an organized transition of newly booked projects into the Professional Services Team workflow
Product Tracking: Track expected delivery dates to ensure timely receipt of products to maintain the project schedule
Project Coordination: Coordinate and collaborate with project team resources and client stakeholders to accomplish project work in a timely manner
Project Scheduling and Schedule Maintenance: Set and maintain the project schedule to meet project timeline commitments
Project Methodology: Ensure the application of company-approved project methodology by Professional Services Team members to achieve consistent service delivery outcomes
Engineer Sync Up: Conduct regularly scheduled sync up meetings with Engineers to assure adherence to the project schedule and time budget
Engineer Time Entry: Monitor Engineer time entry timeliness, quality, and accuracy to confirm project status adherence to the project budget and billable hours
Project Status Monitoring: Review work plans for task completion to ensure that projects are completed on time and on budget
Project Status Meetings: Schedule, prepare for, and conduct project status meetings with project stakeholders to enable stakeholder alignment on project status
Project Documentation: Assign and verify completion of required project documentation
Project Course Correction: Engage in course correction activities with stakeholders when projects go off track
Business Requirements Confirmation: Ensure that projects meet intended client business outcomes prior to project closure
Customer Satisfaction: Measure and achieve targeted customer satisfaction targets
Out-Of-Scope Project Services: Manage, complete, and bill for out-of-scope project services
Project Billing: Complete project billing according to and in conjunction with Finance Team processes
Project Team Leadership Additional Responsibilities:
Team Utilization: Accountable for achieving Target Engineer Billable Utilization plan
KPI Oversight: Manage KPI tracking and reporting, implementing necessary adjustments to align with strategic objectives
Monthly Billable Utilization Projection Reporting: Prepare a report prior to the beginning of each month that projects billing utilization for the upcoming month
Project Backlog Reporting: Report backlog of billable and non-billable project hours weekly
Capacity Planning: Actively engage in capacity planning to ensure optimal team resource allocation and meet departmental demands
Project Documents Folder Management: Manage and maintain project documentation repositories
CSAT Reporting: Deliver and collect client satisfaction surveys, then analyze and share data with the team, ensuring that what is learned is incorporated into team process
Coaching and Mentoring: Provide continuous coaching to PS team members to foster professional growth and enhance service delivery
Process Development and Optimization: Develop and continuously refine Professional Services Team processes to enhance efficiency and effectiveness
Onboarding and Training: Lead the orientation and training of new hires to ensure a smooth integration into the team
Performance Reviews: Conduct regular meetings with Professional Services Team members to review performance, set goals, and address any concerns
Weekly Department Level Meeting: Prepare for and chair the weekly Professional Services Department Level Meeting to foster collaboration and strategic alignment
Quarterly Initiatives: Determine and execute on quarterly team initiatives aimed at team process development, enhancing team member skills, and promoting business growth
Meeting Rhythm:
PS Team Daily Huddle: Run the daily huddle to keep the team in sync on performance levels, in-progress projects, and important events
New Project Meetings: Attend New Project Meetings with DDEs (Design Desk Engineers), vCIOs, and PEs to learn about new project business and technical requirements
Client Project Status Meetings: Schedule, prepare for, and conduct project status meetings with project stakeholders to enable alignment on project status
PE Sync Ups: Conduct regularly scheduled sync up meetings with PEs to assure adherence to the project schedule and time budget
Weekly Department Level Meeting: Prepare for and conduct the Weekly Department Level Meeting to foster collaboration and strategic alignment
Weekly 1:1 Meetings: Attend 1:1 meetings with the VP Operations to review PM performance, including successes and challenges in the PM role
Weekly Team Leads Meeting: Attend the weekly Team Leads Meeting to report and discuss team KPI trends and learn about company events and information to be cascaded to PS Team members
Incident Support and On Call Service:
Remain cognizant of PE on call schedule
Work with Helpdesk lead to schedule Engineers for billable MAC and incident support as necessary
Onboarding Projects:
Manage onboarding projects
Coordination of all client and MSP stakeholders for the timely completion of onboarding projects for new clients
Communication and Team Collaboration:
Adhere to established Professional Services Team processes and workflows, ensuring seamless inter-departmental integration, responsiveness, and transparency
Champion company core values and actively contribute to enhancing organizational culture
Accountability/KPIs:
Maintain a thorough understanding of essential Professional Services Team KPIs and KPI targets including:
85% Billing Utilization
100% Effective Utilization
Number of Open Projects
Number of Projects Closed
Number of Open Overbudget Projects
Number of Open Onboarding Projects
Billable Hours Backlog
Nonbillable Hours Backlog
CSAT Score
CSAT Response Rate
Competencies for PM:
Technical Proficiency: Demonstrates expertise in relevant technologies with a commitment to ongoing technical skills development
Process Driven: Adherence to established Professional Services Team processes
Organizational Skills: Exhibits robust organizational and coordination abilities, ensuring efficient workflow and team synergy
Task Management: Proficient in prioritizing and managing project task details to meet deadlines and client expectations
Business Acumen and Communication: Possesses essential business insights along with strong verbal and written communication skills, crucial for effective client and team interactions
Qualifications for PM:
Educational Background: Holds a bachelor’s degree and/or tech school degree and industry certifications in information technology (ie: PMP, ITIL certifications)
Proven Track Record: Demonstrates a history of achieving organizational goals while maintaining high levels of operational success and client satisfaction
Technical Passion: Demonstrates a passion for technology with substantial experience in the field, underscoring a commitment to staying at the forefront of industry developments
Business Acumen: Understands organizational structures and business operations to foster successful project outcomes
Benefits: You will be eligible for immediate enrollment into our benefits program with a lead time that range between thirty (30) and sixty (60) days before coverage begins.
Highlights of the current benefits are as follows:
Medical, dental, and vision insurance with competitive plan options
401K plan + employer match + immediate vesting
Employer paid long-term disability insurance + life insurance
22 days off per year (15 days of accrued PTO + 7 paid holidays)
6 weeks paid parental leave
Company issued laptop
Company paid training as necessary
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  • Orlando, Florida, United States

Compétences linguistiques

  • English
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