Project Manager

Responsibilities:

• Plan, coordinate, and manage technical support projects from initiation to completion, ensuring timely delivery and adherence to project milestones and objectives.
• Define project scope, goals, and deliverables, and develop comprehensive project plans, including resource allocation, timelines, and risk assessment.
• Monitor project progress, identify and mitigate risks, and address any issues or challenges that may arise during the project lifecycle.
• Lead and motivate a team of technical support professionals, providing guidance, support, and mentoring to ensure their professional growth and success.
• Assign tasks, set clear expectations, and track team performance to achieve project goals.
• Foster a collaborative and positive team environment, encouraging knowledge sharing and continuous improvement.
• Serve as the primary point of contact for key clients, managing client expectations, and ensuring a high level of customer satisfaction.
• Build strong client relationships, actively engage with clients to understand their support needs, and proactively address any concerns or issues.
• Identify opportunities for process improvements and operational efficiencies within the technical support function.
• Collaborate with cross-functional teams, including product development and quality assurance, to provide feedback and drive improvements in product features and supportability.
• Prepare and present project status reports, including key metrics, project risks, and achievements, to stakeholders and senior management.
• Maintain accurate project documentation, including project plans, requirements, and change requests.

Requirements:

• Bachelor s degree in Computer Science, Information Technology, or a related field.
• 6+ years of experience in technical support, with at least 3 years in a project management role.
• Proven track record of successfully managing technical support projects, meeting project objectives, and delivering high-quality support services.
• Strong technical background and understanding of IT infrastructure, software applications, and troubleshooting methodologies.
• Experience in managing and leading teams, with the ability to inspire and motivate individuals to achieve project goals.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with clients, team members, and stakeholders.
• Strong problem-solving and decision-making abilities, with a proactive approach to identifying and resolving issues.
• Project management certifications (PMP, PRINCE2) are preferred.
• Knowledge of ITIL framework and IT service management practices is a plus.