Director of Professional Services

Description

Company Overview

NetGain Technologies is a leading Managed Service Provider (MSP) delivering comprehensive IT solutions across the Midwest. We are committed to exceptional service and innovative technology that helps our clients achieve their business goals.

Position Summary

The Director of Professional Services oversees project delivery, pre-sales, and procurement functions. This role is responsible for team leadership, resource management, process improvement, and strategic planning. The ideal candidate is a strong leader with excellent organizational, customer service, and analytical skills, capable of driving efficiency and cross-departmental collaboration.

Key Responsibilities

• Team Leadership & Development
• Lead and mentor Project Engineers, Solution Architects, Project Managers, and Proposal Coordinators.
• Manage resource allocation and scheduling to optimize team productivity.
• Conduct performance reviews and support professional growth.
• Continuously refine team processes and foster a culture of improvement and collaboration.
• Project Delivery Oversight
• Ensure projects are delivered on time, within scope and budget.
• Monitor project health, manage escalations, and provide strategic direction.
• Approve scopes of work, design documentation, and close-out deliverables.
• Maintain strong client relationships and act as escalation point for key accounts.
• Implement project management best practices and identify training needs.
• Managed Services Integration
• Support escalated tickets and overflow issues.
• Collaborate with Account Managers and Service Delivery for smooth post-project transitions.
• Oversee break/fix clients and ensure high customer satisfaction.
• Sales Integration
• Partner with Sales on new project planning and pre-sales support.
• Drive sales enablement through training, solution design, and pricing.
• Draft scopes of work, gather estimates, and provision Microsoft tenants/subscriptions.
• Strategic Planning
• Contribute to company-wide strategic initiatives.
• Identify opportunities for innovation and process optimization.
• Align service offerings with overall business goals.
• Business Development
• Collaborate with Sales and Marketing to identify and pursue new opportunities.
• Expand service offerings and develop new lines of business.
• Monitor industry trends to maintain competitive positioning.
• Financial Management
• Develop and manage departmental budget.
• Track KPIs related to service delivery and financial performance.
• Improve resource utilization and project margins.
  
  

Qualifications

Skills & Experience

• 5–10 years in a Professional Services or MSP environment.
• 2–4 years in a leadership role; 5+ years in staff management.
• 3+ years of project management experience.
• Strong understanding of IT infrastructure, networking, and cloud technologies (Azure/M365).
• Experience with PSA tools (e.g., ConnectWise Manage) and project tracking systems.
• PMP or equivalent certification preferred.
• Strong financial acumen and budget management experience.
• Excellent communication, leadership, and organizational skills.
  
  

Personal Attributes

• Results-driven with a strategic mindset.
• Decisive and data-informed decision-maker.
• Collaborative and approachable leadership style.
• Cost-conscious with a focus on efficiency and margin improvement.