Manager of Professional Services

Department: Professional Services and Engineering
Reports to: Director of Professional Service
Department Growth Path: Director of Professional Services

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.
• All Atomic Data employees must be fully vaccinated against COVID-19 prior to their first day. 

Atomic Data provides reasonable accommodations, absent undue hardship, to those having 
sincerely held religious beliefs, observances, or practices that conflict with getting vaccinated. 
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.