OculusIT - Senior Project Manager - ITSM Module

Company Description

Role Description

Qualifications

• Experience in Project Management and Expediting.
• Skills in Expeditor and Inspection processes.
• Excellent organizational and communication skills.
• Experience in the IT or education sector is a must.
• Bachelor's degree in a relevant field or equivalent work experience.
• Strong understanding of HelpDesk KPIs and metrics (e.g., SLA, CSAT, MTTR, FCR).
• Excellent client-facing and stakeholder management skills.
• Strong analytical, organizational, and communication skills.
• Knowledge of Active Directory, Microsoft 365, Endpoint Management, and basic network troubleshooting.
• Experience with SLA management, incident/problem/change management, and service reporting.
• Ability to interpret and act on HelpDesk analytics and dashboards.
• Understanding of enterprise IT environments including hybrid cloud, on-prem infrastructure, and SaaS platforms.
  

Key Responsibilities

• Lead end-to-end project management for HelpDesk service delivery across multiple enterprise clients.
• Serve as the primary point of contact for client stakeholders, ensuring alignment with SLAs, KPIs, and business objectives.
• Develop and maintain detailed project plans, timelines, and resource allocations.
• Monitor HelpDesk performance metrics (e.g., FCR, SLA compliance, CSAT, ticket volumes) and drive continuous improvement initiatives.
• Collaborate with internal teams (Service Desk, Infrastructure, Security, etc.) to ensure seamless service integration.
• Conduct regular client reviews, reporting on performance, risks, and improvement plans.
• Manage escalations and ensure timely resolution of service-impacting issues.
• Ensure compliance with ITIL best practices and company policies.
• Mentor and guide HelpDesk team leads and support staff on project goals and service standards.
  

Preferred Skills

• Experience with ITSM tools (e.g., ServiceNow, Freshservice, Zendesk).
• Familiarity with remote support technologies and ticketing systems.
• Ability to manage cross-functional teams in a matrixed environment.
• Strategic thinking with a focus on operational excellence and client satisfaction.
• PMP (Project Management Professional) or PRINCE2.
• ITIL Foundation or higher.