Project Manager

System Soft Technologies; Austin (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

System Soft Technologies in Austin, TX seeks an experienced Project Manager to oversee IT support services, including Service Desk and Deskside Support, ensuring SLAs, KPIs, and contractual obligations are met. You will lead governance, reporting, and performance reviews while managing internal teams and subcontractors.

Responsibilities include developing project plans, risk logs, and continuous improvement initiatives, with a focus on service delivery excellence and customer satisfaction.

Qualifications

• Proven experience managing IT service delivery or enterprise IT support projects.
• Experience overseeing Service Desk, Deskside Support, and IT operations.
• Strong understanding of SLAs, KPIs, and service delivery metrics.
• Experience in project planning, resource management, risk management, and issue resolution.
• Strong stakeholder management, communication, and leadership skills.
• Experience managing escalations, change requests, and vendor or subcontractor relationships.
• Ability to prepare and present project status reports, performance metrics, and operational documentation.
• Strong problem-solving, organizational, and decision-making abilities.

Responsibilities

• Provide overall management, coordination, and oversight of Service Desk, Deskside Support, and related IT support services.
• Serve as the primary point of contact for clients and stakeholders regarding operational, performance, and contractual matters.
• Lead governance meetings, project status updates, service reviews, and performance discussions.
• Ensure compliance with contractual requirements, SLAs, KPIs, reporting obligations, and applicable organizational policies and standards.
• Develop, maintain, and execute project plans, resource and staffing plans, risk and issue logs, and continuous improvement initiatives.
• Monitor service delivery performance, identify potential risks and operational challenges, and implement corrective actions.
• Oversee subcontractor activities and performance, ensuring alignment with project objectives and contractual requirements.
• Ensure timely and accurate submission of project reports, deliverables, and required documentation.
• Manage escalations, change requests, and issue resolution in accordance with established governance processes.
• Identify opportunities to improve service quality, operational efficiency, and overall customer satisfaction.
• Perform additional project management responsibilities as required to ensure successful service delivery.

Job description

We are seeking an experienced Project Manager to oversee the execution and delivery of IT support services, including Service Desk, Deskside Support, and related IT operations. The Project Manager will be responsible for ensuring service delivery meets contractual obligations, Service Level Agreements (SLAs), performance metrics, and organizational standards.

The ideal candidate will serve as the primary point of contact for stakeholders, providing leadership, operational oversight, project coordination, and performance management to ensure successful service delivery.

Key Responsibilities

• Provide overall management, coordination, and oversight of Service Desk, Deskside Support, and related IT support services.
• Serve as the primary point of contact for clients and stakeholders regarding operational, performance, and contractual matters.
• Lead governance meetings, project status updates, service reviews, and performance discussions.
• Ensure compliance with contractual requirements, SLAs, KPIs, reporting obligations, and applicable organizational policies and standards.
• Develop, maintain, and execute project plans, resource and staffing plans, risk and issue logs, and continuous improvement initiatives.
• Monitor service delivery performance, identify potential risks and operational challenges, and implement corrective actions.
• Oversee subcontractor activities and performance, ensuring alignment with project objectives and contractual requirements.
• Ensure timely and accurate submission of project reports, deliverables, and required documentation.
• Manage escalations, change requests, and issue resolution in accordance with established governance processes.
• Identify opportunities to improve service quality, operational efficiency, and overall customer satisfaction.
• Perform additional project management responsibilities as required to ensure successful service delivery.

Required Skills and Qualifications

• Proven experience managing IT service delivery or enterprise IT support projects.
• Experience overseeing Service Desk, Deskside Support, and IT operations.
• Strong understanding of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and service delivery metrics.
• Experience in project planning, resource management, risk management, and issue resolution.
• Strong stakeholder management, communication, and leadership skills.
• Experience managing escalations, change requests, and vendor or subcontractor relationships.
• Ability to prepare and present project status reports, performance metrics, and operational documentation.
• Strong problem-solving, organizational, and decision-making abilities.