Technical Services Manager - Professional Services

About PureLogic IT

PureLogic IT provides innovative IT solutions for the Federal Government and private sector organizations. We enable outcomes as a secure and trusted technology service provider across current and emerging technologies. With expertise across all areas of IT including cloud technology, software solutions, and infrastructure, as well as professional services - it's what we do and how we do it that makes us different. We are a Canadian, women-owned, equal opportunity employer with a family culture and passion for giving back. Strong. Secure. Engage. Together. This is our Mission.

Title: Technical Services Manager

Reports to: Director of Professional Services

Based at: 135 Michael Cowpland Drive, Suite 200

Job purpose: Technical Services Manager is the primary technical resource for the Implementation of the various technology that PureLogic IT represents. Technical Services Manager is responsible for actively driving and managing the technology evaluation stage of the sales process, working in conjunction with the sales team as the key technical advisor and product advocate for our products. Technical Services Manager can articulate technology and product positioning to both business and technical users, as well as identify all technical issues of assigned accounts to assure complete customer satisfaction through all stages of the sales process. Technical Services Manager establishes and maintains strong relationships throughout the sales cycle, has a good working knowledge of project management and can install and maintain a myriad of Storage, Networking and Computer platforms.

Responsibilities / Activities

• Estimate cost and hours for various technology implementations.
• Self-manage implementations using strong Project Management experience.
• Project Manage manufacturer lead or third-party white label services.
• Install and maintain various storage, networking and compute solutions as well as converged solutions.
• Architect solutions and work closely with the sales team and pre-sales team.
• Identify resale opportunities, and support them to achieve sales plans.
• Create sales or service contracts for products or services
• Plan and modify product configurations to meet customer needs.
• Aid in preparing and deliver technical presentations that explain products or services to customers and prospective customers.
• Attend product certification courses and effectively hold certificates for PureLogic IT.
• Attend company training seminars to become familiar with product lines.
• Collaborate with sales teams to understand customer requirements, to promote the sale of company products, and to provide sales support.
• Confer with customers and engineers to assess business needs, and to determine system requirements.
• Keep informed on industry news and trends, products, services, competitors, relevant information about legacy, existing, and emerging technologies, and the latest product-line developments.
• Recommend hardware, software and services to customers, documenting how such changes will lower costs or increase production.
• Assist to sales team with products requiring extensive technical expertise and support for installation and use.
• Diagnose problems with installed equipment.
• Provide technical and non-technical support and services to clients or other staff members regarding the use, operation, and maintenance of equipment.
• Ensure team members are tasked and supported on internal and customer facing projects
• Manage the service delivery team projects and technical resource assignment.
• Ensure project timelines are being met and adjust resources accordingly
• Train team members in the customer applications of technologies.
• Periodically write technical documentation for products.

• Building-on and improving a technology-enabled billing and account systems and procedures.
• Continuous development and improvement of NetSuite processes to ensure accurate financial OKR tracking.

• Function independently and provide recommend changes to day-to-day operations, standards, policies, and procedures to maintain project delivery capabilities and team morale.
• Provide Quality Assurance and oversight of all active projects in the Professional Services business.
• When required, serve as an escalation point for customers for critical issues. Work with your Practice Leaders, Project Managers, the Product Managers and Client Support teams for the product line if / when necessary to resolve issues that are blocking the successful completion of projects within Professional Services.
• Manage performance and goals of your team, provide feedback and guidance to ensure ongoing healthy performance and development.
• Develop your team members. This includes, but is not limited to, formal and informal career development and mentoring of Practice Leaders in the Professional Services business. Your perspective should be that your replacement should be developed from among the team that is currently working for you rather than someone who will be hired externally when it's time for you to go to a new role.
• Work along side the Director of Services to make hire, fire, promote and other personnel decisions as necessary within the Professional Services business.
• Own the implementation methodology for Professional Services. PureLogic IT's success is driven by repeatable and scalable processes, and an implementation methodology that is repeatable, scalable and efficient is of paramount importance for the Professional Services business overall. It must also be updated over time as the product or other factors change.
• Own and motivate your team to own the Customer Success results within Professional Services.
• Set priorities for your team and make sure that all of your team members are operating in alignment with those priorities. This includes both internally and across all PureLogic IT departments, including Sales / Business Development, Products & Engineering Services.
• Function independently and provide recommended changes to day-to-day operations, standards, policies, and procedures to maintain project delivery capabilities and team morale.
• Provide guidance and serve as an escalation point to the team and serve as liaison with other organizations.
• Keep the Director of Services informed of critical and high-visibility issues on a regular basis.
  

Skills and Attributes

• College or University diploma in computer specific course or equivalent experience.
• Bilingualism (English and French) is an asset.

• Genuine passion and commitment to providing superior customer experiences through successful software implementations; must be able to understand and articulate the customer's perspective inside of PureLogic IT and foster this skill in the Professional Services organization.
• Must have a successful track record of managing and leading teams.
• Strong organizational and attention to detail skills with the ability to multi-task and learn quickly.
• Self-motivated and able to thrive under pressure and function effectively in a fast-paced environment.
• Proven ability to deliver results in a high-performance organization.
• Excellent ability to follow-up on items and ensure resolution/closure of problems.
• Able to influence the scope and management of initiatives across organizational boundaries.
• Ability to build and maintain relationships with team participants, business stakeholders and Senior Management across organizational boundaries, and lead cross-functional teams.
• Confidence, knowledge, and ability to make informed decisions.
• Risk identification and Assessment as it relates to internal processes.

• Excellent written and verbal communication skills.
• Team player with positive attitude.
• Strong organisational, judgement and leadership skills.

Strong skills in the following technologies:

Hardware:

• Minimum of 8 years' experience in deploying Server solutions.
• Minimum of 8 years' experience in SAN/NAS storage such as EMC, Hitachi and NetApp.
• Understand and further knowledge on converged Architecture.
• Have an understanding and willingness to learn Software Defined Solutions.
• Laptop, Desktop, server, storage, networking and datacenter experience

Software:

• VMware
• Redhat
• Microsoft
• Linux and Unix
• Scripting and automation
• Networking concepts and architecture
• Security and protection solutions
• Cloud Platforms

What We Offer

• Competitive salary and performance bonuses
• Comprehensive health and dental insurance
• Professional development and certification reimbursement
• A collaborative team environment working with cutting-edge tech

Our Commitment to You

As a proud equal opportunity employer, we encourage applicants from all walks of life to apply to join our growing team. We are committed to providing all employees with a workplace experience that is free from barriers, discrimination, and harassment regardless of age, sex, gender, sexual orientation, faith identity, nationality, and/or disability status. If you're driven, hard-working, and want to join a dynamic and energetic team, we welcome you to apply today and encourage you to come as you are.