Professional Services Manager

About Us

Dependable Solutions is a fast-growing managed IT and cybersecurity provider serving businesses across Wisconsin, Iowa, and Minnesota. We specialize in delivering customized IT solutions—not one-size-fits-all services—built on strong relationships and a commitment to doing what's right for our clients.

Our core values are guided by the Rotary Four-Way Test:

• Is it the truth?
• Is it fair to all concerned?
• Will it build goodwill and better relationships?
• Will it be beneficial for all involved?

About the Role

We're looking for a strong technical leader to step into the Professional Services Manager role and lead our engineering team and drive high-quality, profitable project delivery.

This is a hands-on leadership role—you'll manage a team of 4 Senior Engineers and 3 Engineer I/II staff while also stepping in on complex technical challenges and helping shape solutions for clients.

You'll serve as the bridge between technical execution, team leadership, and business performance, ensuring projects are delivered on time, on budget, and at a high standard.

This role supports clients and team members across all of our markets and plays a key part in ensuring consistent, high-quality service delivery across the region.

This role is ideal for someone who:

• Is currently a Senior Engineer or Team Lead ready to step into management
• Enjoys mentoring others and improving team performance
• Understands both the technical and business side of IT services
• Wants to have a meaningful impact on a growing organization

What You'll Do

Team Leadership & Operations

• Lead, mentor, and hold accountable a team of Senior Engineers and Engineer I/II staff
• Conduct regular 1:1s, coaching, and performance reviews
• Manage team capacity, utilization, and workload balancing
• Foster a culture of accountability, documentation, and continuous improvement
• Travel to client and prospective client sites across Wisconsin to support relationships, project delivery, and business development (company vehicle provided). This role includes regular travel, with flexibility in how it is managed.

Project & Service Delivery

• Oversee project execution, escalations, and technical delivery quality
• Partner with project management to keep work on track and aligned
• Act as the escalation point for complex technical issues
• Ensure SLAs, CSAT, and delivery standards are consistently met

Technical & Pre-Sales Involvement

• Provide hands-on technical support as needed (approximately 2–3 days/month)
• Lead solution design and technical scoping for projects
• Participate in client discovery and pre-sales conversations
• Serve as a trusted technical advisor to clients and prospects

Business & Financial Ownership

• Manage key KPIs: utilization, backlog, SLAs, CSAT, and project margin
• Ensure the engineering team is deployed efficiently and profitably
• Collaborate with leadership (COO/CTO) to improve processes and performance

What We're Looking For

Experience

• 7+ years of IT experience (MSP or professional services preferred)
• Prior experience as a Senior or Lead Engineer, with leadership or team lead experience strongly preferred
• Experience with PSA/RMM tools (e.g., ConnectWise, Autotask, etc.)

Skills & Traits

• Strong technical background—you can "speak engineer"
• Proven leadership and team development ability
• Strong organizational and time management skills
• Calm under pressure with the ability to manage multiple priorities
• Strong communication skills (technical + client-facing)
• Business-minded with understanding of utilization and project profitability

Why Join Dependable Solutions?

• Work with a relationship-first, values-driven organization
• Influence both technical direction and business outcomes
• Be part of a growing MSP with strong leadership and vision
• Opportunity to shape team culture and operational excellence
• This role has significant influence over how our Professional Services team operates and evolves as we grow

Location: La Crosse, WI (serving clients and team members across Wisconsin)
Compensation: Competitive salary based on experience + performance incentives
Additional Benefits: Company-provided vehicle for travel to client and office locations

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person