Manager Professional Services

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider—we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other. 

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together. 

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

How you’ll make an Impact
As the Manager, Professional Services you will coach, manage, and retain the Professional Services Team ensuring smooth delivery of Professional services to our clients.
  

Summary of Location and Hours 

• 100% Remote
• Monday-Friday, 8am-5pm EST or CST

What you will be doing  

• Responsible for delivering customer excellence from the Professional services team by ensuring that effective communication is delivered, expectations are properly set and delivered, and solutions are implemented correctly the first time
• Final Review of Project Proposals
• Oversee and ensure the department is staying on schedule and on budget for Pro-Serv Projects
• Determine and accurately track monthly project projections to ensure monthly, quarterly and annual targets are met
• Ensuring escalated issues are being handled by appropriate channels
• Growth and retention of technical talent in pro services
• Performance of the project management team
• Maintaining utilization KPI’s of the group
• Maintaining customer satisfaction
• Ensuring project constraints are respected
• Maintaining customer relationship when needed
• Conduct weekly Level 10 meetings
• Set Yearly Goals for Team & Annual assessment
• Responsible for meeting annual Project Service NRR goal
• Assist with scoping and technical direction of projects
• Provide training opportunities to all department staff members
• Work with Regional client experience teams on all escalated client situations (service, payment, contract, or relationship issues)
• Assist in integrating newly acquired companies into the Ntiva regional model
• Ensure adequate training is available for all direct reports
• Assist in the evaluation of potential new employees
• Take employees through disciplinary steps including termination if needed.
• Admin duties for direct reports – review and approve time off requests, Timesheet review, and expense reports

You’ll be successful in this role if you have experience in/with  

• 5-8 years in IT/managed service experience with bachelor's degree
• PMP/PMO/CAPM
• Project Engineering or Solution Design experience
• Experience with MSP IT organization
• Strong communication, interpersonal and presentation skills
• Ability to communicate effectively at different levels within the organization, cascading out key messaging
• Ability to set key performance metrics and track over time
• Ability to multi-task, make decisions and adjust quickly to competing priorities
• Demonstrates solid critical thinking and problem-solving skills
• Proficiency in Microsoft product suite

Required language skills 

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Bonus points for  

• Past MSP Project Experience (Engineering, PM, Management)

The base pay range for this position is expected to be between $105,000.00 and $135,000.00 per year, plus an annual on-target bonus if applicable, not all roles are subject to a bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. 

FLSA Status: [Salaried], [Exempt] 

Work Authorization Criteria 
We welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa. 
 
Workspace Requirements and Remote Work Policy 
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.   
 
Our Commitment to a Diverse Workforce 
At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment. 
 
Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 1/27/25.