Senior Project Manager

19 hours ago

Gurugram, India OculusIT Full time

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.

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