OculusIT - Senior Project Manager - ITSM Module

Company Description

OculusIT is the high-touch, customer-centric IT services partner of choice for higher education.

We are leaders in providing cost-effective, responsive, and flexible IT Leadership; Managed ERP, Security and Infrastructure Services; and 24x7 Operations.

Our team is committed to delivering top-tier IT services tailored to meet the specific needs of educational institutions.

Role Description :

This is a full-time on-site role for a Senior Project Manager Client IT HelpDesk Services based in Gurugram.

We are seeking a seasoned Senior Project Manager to lead and manage the delivery of Client IT HelpDesk Services for large enterprise clients.

The ideal candidate will have a strong background in Managed HelpDesk Services, proven experience in project management, and a deep understanding of HelpDesk KPIs and service excellence.

This role requires strategic leadership, operational oversight, and client-facing engagement to ensure high-quality service delivery and continuous improvement.

Location : Gurugram.

Support Hours : 24x7.

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.