Job Overview

Job Title

Technical Project Manager

Department

Professional Services

Reports To

PS Lead

Employment Type

Full-Time

Location

Hybrid/Remote

FLSA Status

Exempt

Last Updated

June 2026

Role Summary

The Technical Project Manager (TPM) owns the end-to-end delivery of professional services projects for ASG clients. This is not a scheduling or coordination role. The TPM is accountable for outcomes: projects delivered on time, within scope, and to a standard our clients can trust. The TPM brings enough technical depth to understand what engineers are building, catch scope drift early, and have credible conversations with both technical teams and client stakeholders. MSP experience is essential; this role operates in a multi-client, multi-project environment where competing priorities, scope ambiguity, and tight timelines are the norm, not the exception. A successful TPM at ASG combines strong project discipline with real technical fluency and communication skills to hold both clients and internal teams accountable without creating friction.

Responsibilities

Project Ownership & Delivery

• Own the full project lifecycle from Sales handoff through client sign-off, including scoping validation, scheduling, execution oversight, and closeout.
• Maintain accurate project plans, milestones, and task assignments in ConnectWise throughout every project.
• Proactively identify and resolve risks, blockers, and scope changes before they impact delivery timelines or client satisfaction.
• Hold engineers accountable to deliverables and timelines, escalating capacity or quality issues to leadership when needed.
• Ensure every project closes with complete documentation and a clean handoff to the Service Desk.

Technical Oversight

• Review project scopes and statements of work with enough technical understanding to identify gaps, ambiguities, or unrealistic timelines before work begins.
• Participate in technical discovery and kickoff conversations, asking the right questions to surface unstated requirements or environmental complexity.
• Monitor technical execution at a level that allows early identification of implementation risks, deviations from scope, or quality concerns.
• Serve as the bridge between engineering teams and client stakeholders, translating technical status into clear, business-appropriate language.
• Understand ASG service offerings well enough to identify when a project is drifting out of scope or requires escalation.

Client Communication & Relationship Management

• Serve as the primary point of contact for assigned clients throughout project delivery.
• Set and manage client expectations on timelines, scope, and deliverables from kickoff through closeout.
• Deliver consistent, proactive status updates. Clients should never have to ask where their project stands.
• Navigate scope change conversations professionally, documenting changes and obtaining appropriate approvals before work proceeds.
• De-escalate client concerns quickly and loop in leadership for situations requiring senior judgment.

Sales Handoff & Project Setup

• Own the intake process from Sales to Professional Services, ensuring all required documentation, scoping, and approvals are in place before a project is scheduled.
• Validate that SOWs and scopes of work are accurate and complete before committing to a delivery timeline.
• Set up projects in ConnectWise with correct billing structure, resource assignments, and milestone tracking from day one.
• Identify and escalate gaps in Sales-provided documentation that could create scope or billing issues downstream.

Internal Coordination & Process

• Coordinate across PS Engineers, Service Desk, TAMs, and vCIOs to ensure projects have the right resources at the right time.
• Maintain clear visibility into project status, resource utilization, and backlog for leadership.
• Contribute to and enforce PS delivery standards, templates, and documentation practices.
• Identify process gaps that cause repeated delivery problems and bring recommendations for improvement to leadership.

KPIs

These are the measurable outcomes that define success in this role.

KPI / Metric

Target

On-time delivery

90% of projects completed on or before committed delivery date

Change request compliance

100% of out-of-scope work documented via CR in ConnectWise before work begins; zero unauthorized scope additions

Client satisfaction

Post-project CSAT score of 95% or above

Handoff quality

100% of projects closed with a completed Service Desk handoff checklist on file

Budget adherence

90% of projects delivered within estimated hours; overages require a documented CR or post-mortem

Rework hours

Hours burned fixing prior deliverables tracked per project; target trend toward zero quarter over quarter

What Good Looks Like

• Projects move forward without leadership needing to check in. The TPM has it.
• Clients know exactly where their project stands at all times and feel confident in the delivery team.
• Scope issues are caught at kickoff, not discovered mid-project or at closeout.
• Engineers spend their time building, not tracking down project information or waiting on decisions.
• Every project closes clean: documentation done, Service Desk briefed, client signed off.
• When something goes sideways, the TPM owns it, communicates quickly, and drives to resolution.

Required Experience & Qualifications

• 3+ years of project management experience in an MSP or IT services environment. MSP experience is required.
• Demonstrated ability to manage multiple concurrent technical projects with competing priorities and tight timelines.
• Strong working knowledge of IT infrastructure, Microsoft 365, cloud services, networking, and security, sufficient for credible technical conversations and early scope issue identification.
• Experience managing client relationships through complex technical engagements.
• Proficiency with ConnectWise Manage or a comparable PSA/project management platform.
• Strong written and verbal communication skills, including the ability to deliver difficult scope or timeline conversations professionally.
• Proven ability to hold technical teams accountable while maintaining collaborative working relationships.
• High attention to detail with consistent follow-through on commitments.

Preferred Qualifications

• PMP, CAPM, or equivalent project management certification.
• Experience with IT Glue or similar documentation platforms.
• Familiarity with Microsoft project delivery including M365 migrations, Azure implementations, and infrastructure deployments.
• Experience working directly with Sales on scoping and SOW review.
• Background in a technical role (systems administration, engineering, or similar) prior to moving into project management.