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Senior Project Manager – Client IT HelpDesk Services

2 weeks ago

Gurgaon, Haryana, India OculusIT Full time US$ 90,000 - US$ 1,20,000 per year

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