Project Manager

Location: Orlando, FL

Team: Professional Services

Salary: $85K-$100K annually (DOE)

Bonus: up to 20% bonus based on KPI adherence, company performance and individual contributions

About the Role

We're seeking an experienced Project Manager (PM) to lead our Professional Services Team. In this critical role, you'll oversee the execution of client-facing IT projects and manage the team responsible for delivering them. This is a dual role focused on Project Execution & Quality Control and Team Leadership.

You'll coordinate with internal and external project stakeholders, manage timelines, ensure quality delivery, and optimize processes-while also mentoring and supporting your team to meet and exceed performance goals.

Benefits

• We offer comprehensive medical, dental, and vision insurance with competitive plan options (including Orthodontics)
• 7 paid holidays and PTO with grandfathered accrual rates
• We provide basic life insurance and long-term disability for all of our employees
• 401k program with employer match to help you invest in your future
• Paid parental leave to support you and your family
• Company-issued laptop
• The Company will also pay for training-related expenses that become necessary from time to time

Qualifications

• Educational Background: Holds a bachelor's degree and/or tech school degree and industry certifications in information technology (ie: PMP, ITIL certifications)

• Proven Track Record: Demonstrates a history of achieving organizational goals while maintaining high levels of operational success and client satisfaction

• Technical Passion: Demonstrates a passion for technology with substantial experience in the field, underscoring a commitment to staying at the forefront of industry developments

• Business Acumen: Understands organizational structures and business operations to foster successful project outcomes

Key Responsibilities
Project Execution & Quality Control

• Manage the full lifecycle of all booked IT projects
• Oversee project intake and ensure smooth handoff into workflows
• Track product deliveries and align with project timelines
• Coordinate with internal teams and client stakeholders
• Maintain schedules and manage task assignments
• Ensure use of approved project methodology
• Conduct regular syncs with PEs (Project Engineers)
• Monitor time entry, budgets, and project statuses
• Lead project status meetings and documentation
• Address any off-track project issues and ensure business goals are met
• Manage billing and out-of-scope services
• Track customer satisfaction (CSAT) and drive improvements

Team Leadership

• Drive the BU Pro Forma and team utilization plan
• Monitor KPIs and report project backlogs weekly
• Lead monthly and weekly planning/reporting
• Manage project folders and documentation systems
• Deliver and review CSAT surveys with the team
• Coach and mentor PS team members
• Refine and optimize team processes
• Onboard and train new team members
• Conduct regular performance reviews
• Lead weekly department meetings and represent team in cross-functional sessions
• Lead quarterly initiatives for team growth and process development

Meeting Rhythm

• Daily huddles with the PS Team
• Sync meetings with PEs and project stakeholders
• Weekly 1:1s with the Operations Manager
• Weekly Team Leads and Department Meetings
• Bi-weekly Standards Committee participation
• Quarterly company kickoffs and enrichment events

Key Metrics (KPIs):

• 85% Billing Utilization
• 100% Effective Utilization
• Project Backlog: Billable & Non-Billable
• Project Completion and Budget Adherence
• CSAT Score & Response Rate
• Open/Closed/Over Budget Projects
• Onboarding Project Count

Other Responsibilities

• Manage client onboarding projects
• Coordinate with internal and external stakeholders for smooth transitions
• Support scheduling for incident response and MAC requests
• Foster clear communication across departments
• Uphold company values and strengthen culture