Project Manager – IT Infrastructure Support

Project Manager – IT Infrastructure Support

1. Manage Server, Network, and Deskside Support services as per SLAs.
2. Act as an escalation point for customer issues and ensure resolution.
3. Plan and manage project resources and lead project teams.
4. Ensure team meets SLAs for First Call Resolution (FCR) and Customer Satisfaction (CSAT).
5. Handle performance management and conduct Training Need Analysis.
6. Maintain effective communication between customers and project teams.
7. Coordinate with OEM Account Managers / Partners for product support.
8. Conduct daily and monthly reviews with Service Desk and Customers.
9. Prepare and submit daily and monthly reports.
10. Ensure adherence to processes and milestones.

• Graduate degree (or equivalent qualification) in Computer Science or Electronics.

• 6 to 7 years of relevant industry experience.
• Minimum 5 years in a Project Manager role handling onsite IT support projects.

• Preferably ITIL Certified.
• Experience in IT Infrastructure Management practices (ITIL framework).
• Project management experience in handling technical support/helpdesk teams.
• Excellent people management skills.

• Strong verbal and written communication.
• Leadership & team management.
• Presentation skills.
• Customer-focused approach.
• Problem-solving and analytical thinking.
• Effective telephone communication skills.

• Mumbai – Kalyan