Senior Project Manager
2 days ago
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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