Manager of Professional Services Department: Professional Services and Engineering Reports to: Director of Engineering Job Summary The Manager of Professional Services is responsible for managing the day-to-day operations of the Professional Services team. This position will support operations by assisting with system and process improvements, change implementation, and training / mentoring of team members. Success in this role is highly reliant on the ability to effectively prioritize and manage multiple tasks, lead and develop the Professional Services team, collaborate with internal partners, and effectively communicate Professional Services activities to external stakeholders. It is also imperative that the individual in this role can adapt to rapidly changing environments and networks, learn new technologies, process information quickly, and is able to work both independently and in a team environment. This position is an interactive position and has a requirement to be in the office with other staff during the assigned shift.
Essential Functions Manage and mentor the Professional Services Team, including hiring, shift scheduling, coaching, training, performance reviews, and career development in order to produce a high-performance team with a strong sense of teamwork. Manage daily Professional Services team work assignments and workflows to meet company KPI's and monthly analysis of these KPI's. Develop processes and procedures to enhance workflow efficiencies and ensure SLA compliance. Perform Incident Management in a timely and efficient manner while ensuring consistent communication to executive, internal teams, and external clients. Ensure client's having a White Glove experience is at the forefront of all decisions and recognize ways to improve that experience. Manage ticket escalations and collaborate with other teams Demonstrate a continual progression of increasing the Professional Services team members technical skills Perform duties in a high pressure, face-paced environment. Host/attend internal and external performance review calls as requested. Qualifications Advanced level of proficiency implementing and managing engineering practices. Proven leadership abilities in managing an engineering team. Customer solutions oriented, with exceptional verbal and written skills. Operations focused with customer support background. Flexibility in work schedule as this position will require occasional escalation to the management team during afterhours network events.
Atomic Data provides equal employment opportunities to all employees and applicants for employment in accordance with all applicable laws, directives, and regulations of federal, state, and local governing bodies or agencies. Our organization will not discriminate against or harass any employee based on actual or perceived race, color, creed, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, familial status, veteran status, sexual orientation, gender identity, genetic information, status regarding public assistance, membership or activity in a local human rights commission activity, or any other characteristic protected by applicable federal, state, or local laws. Atomic Data will take affirmative steps to ensure that all our employment practices are free of discrimination. Such employment practices include, but are not limited to, the following: hiring, promotion, demotion, transfer, recruitment or recruitment advertising, selection, layoff, disciplinary action, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship. We will provide reasonable accommodation to applicants and employees with disabilities whenever possible. In addition, all employees are expected to perform their essential functions in a manner that supports equal employment opportunities.
Any employee or applicant for employment who believes they have been treated in a way that violates this policy should contact Human Resources. Human Resources will take immediate action to investigate and address allegations of discrimination or harassment confidentially and promptly.
