Remote ITSM Project Lead - MSP & Help Desk Delivery

Pandoblox; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Pandoblox is seeking a Project Manager to coordinate client and internal ITSM engagements, including Help Desk and managed services. You will balance project plans, budgets, ticketing, and service catalogs while leading diverse teams and managing stakeholder expectations.

The role requires 5+ years in project management with ITSM exposure, strong communication skills, and the ability to work across multiple projects in a fast-paced environment.

Qualifications

• Bachelor's degree or equivalent work experience in a related field.
• 5+ years Project Management experience, with ITSM/manged services exposure.
• Solid knowledge of project management frameworks, tools, and practices.
• Working knowledge of ITIL/ITSM fundamentals — incident, problem, change, and service requests.
• Hands-on experience with ITSM/ticketing platforms such as ServiceNow, HaloPSA, Freshworks, or similar.
• Comfortable with ClickUp and Clockify for task tracking and forecasting.
• Experience in budgeting, design, scheduling, and documentation.
• Strong business analysis and communication skills.
• Strong management skills and ability to lead project teams.
• Ability to build relationships with customers and stakeholders across units.
• Experience supervising matrix teams of contractors and vendors.

Responsibilities

• Manage people, tasks, and external resources for assigned projects.
• Staff projects appropriately and obtain needed services to meet objectives and deliver functionality.
• Work in ITSM/ticketing platforms to track tickets, monitor SLA, and escalate as needed.
• Support delivery of Help Desk and managed services alongside project work.
• Comply with SDLC, Change Management, regulatory and compliance requirements.
• Oversee analysis, development, implementation, and maintenance of IT apps and systems.
• Communicate progress and manage stakeholder expectations.
• Define and document project requirements and objectives.
• Establish/update project plans with actuals and forecasts; manage risks
• Act as liaison between IT and stakeholders.
• Maintain project tracking in ClickUp and time-tracking in Clockify.
• Present information clearly in oral and written form.
• Perform other duties as needed.

Skills

PM frameworks

ITIL/ITSM

Budgeting

Scheduling

Documentation

Business analysis

Written and verbal communication

Leadership

Stakeholder management

Vendor management

Multi-project coordination

Time management

Education

Bachelor's degree in Business/CS/Engineering or equivalent

Tools

ServiceNow

HaloPSA

Freshworks

ClickUp

Clockify

Job description

Pandoblox is seeking a Project Manager to coordinate client and internal ITSM engagements, including Help Desk and managed services. You will balance project plans, budgets, ticketing, and service catalogs while leading diverse teams and managing stakeholder expectations.

The role requires 5+ years in project management with ITSM exposure, strong communication skills, and the ability to work across multiple projects in a fast-paced environment.