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i-Tech Support, Inc. · 20 hours ago

MSP IT Project Manager

Orlando, FL

Full-time

Hybrid

Senior Level

i-Tech Support, Inc. is a company focused on delivering IT project services to its clients. The MSP IT Project Manager will lead the Professional Services Team, ensuring successful project execution and quality control while managing team performance and client satisfaction.

Cloud ComputingData CenterInformation TechnologyNetwork SecurityVoIP

Responsibilities

Manage all booked IT projects in the project queue

Engage in the project intake and initiation processes, ensuring an organized transition of newly booked projects into the Professional Services Team workflow

Track expected delivery dates to ensure timely receipt of products to maintain the project schedule

Coordinate and collaborate with project team resources and client stakeholders to accomplish project work in a timely manner

Set and maintain the project schedule to meet project timeline commitments

Ensure the application of company-approved project methodology by Professional Services Team members to achieve consistent service delivery outcomes

Conduct regularly scheduled sync up meetings with Engineers to assure adherence to the project schedule and time budget

Monitor Engineer time entry timeliness, quality, and accuracy to confirm project status adherence to the project budget and billable hours

Review work plans for task completion to ensure that projects are completed on time and on budget

Schedule, prepare for, and conduct project status meetings with project stakeholders to enable stakeholder alignment on project status

Assign and verify completion of required project documentation

Engage in course correction activities with stakeholders when projects go off track

Ensure that projects meet intended client business outcomes prior to project closure

Measure and achieve targeted customer satisfaction targets

Manage, complete, and bill for out-of-scope project services

Complete project billing according to and in conjunction with Finance Team processes

Accountable for achieving Target Engineer Billable Utilization plan

Manage KPI tracking and reporting, implementing necessary adjustments to align with strategic objectives

Prepare a report prior to the beginning of each month that projects billing utilization for the upcoming month

Report backlog of billable and non-billable project hours weekly

Actively engage in capacity planning to ensure optimal team resource allocation and meet departmental demands

Manage and maintain project documentation repositories

Deliver and collect client satisfaction surveys, then analyze and share data with the team, ensuring that what is learned is incorporated into team process

Provide continuous coaching to PS team members to foster professional growth and enhance service delivery

Develop and continuously refine Professional Services Team processes to enhance efficiency and effectiveness

Lead the orientation and training of new hires to ensure a smooth integration into the team

Conduct regular meetings with Professional Services Team members to review performance, set goals, and address any concerns

Prepare for and chair the weekly Professional Services Department Level Meeting to foster collaboration and strategic alignment

Determine and execute on quarterly team initiatives aimed at team process development, enhancing team member skills, and promoting business growth

Run the daily huddle to keep the team in sync on performance levels, in-progress projects, and important events

Attend New Project Meetings with DDEs (Design Desk Engineers), vCIOs, and PEs to learn about new project business and technical requirements

Schedule, prepare for, and conduct project status meetings with project stakeholders to enable alignment on project status

Conduct regularly scheduled sync up meetings with PEs to assure adherence to the project schedule and time budget

Prepare for and conduct the Weekly Department Level Meeting to foster collaboration and strategic alignment

Attend 1:1 meetings with the VP Operations to review PM performance, including successes and challenges in the PM role

Attend the weekly Team Leads Meeting to report and discuss team KPI trends and learn about company events and information to be cascaded to PS Team members

Remain cognizant of PE on call schedule

Work with Helpdesk lead to schedule Engineers for billable MAC and incident support as necessary

Manage onboarding projects

Coordination of all client and MSP stakeholders for the timely completion of onboarding projects for new clients

Adhere to established Professional Services Team processes and workflows, ensuring seamless inter-departmental integration, responsiveness, and transparency

Champion company core values and actively contribute to enhancing organizational culture

Maintain a thorough understanding of essential Professional Services Team KPIs and KPI targets including: 85% Billing Utilization, 100% Effective Utilization, Number of Open Projects, Number of Projects Closed, Number of Open Overbudget Projects, Number of Open Onboarding Projects, Billable Hours Backlog, Nonbillable Hours Backlog, CSAT Score, CSAT Response Rate

Demonstrates expertise in relevant technologies with a commitment to ongoing technical skills development

Adherence to established Professional Services Team processes

Exhibits robust organizational and coordination abilities, ensuring efficient workflow and team synergy

Proficient in prioritizing and managing project task details to meet deadlines and client expectations

Possesses essential business insights along with strong verbal and written communication skills, crucial for effective client and team interactions

Qualification

Technical ProficiencyPMP CertificationProject ManagementITIL CertificationBusiness AcumenCoachingCommunication SkillsOrganizational SkillsTeam LeadershipMentoring

Required

Holds a bachelor's degree and/or tech school degree and industry certifications in information technology (ie: PMP, ITIL certifications)

Demonstrates a history of achieving organizational goals while maintaining high levels of operational success and client satisfaction

Demonstrates a passion for technology with substantial experience in the field, underscoring a commitment to staying at the forefront of industry developments

Understands organizational structures and business operations to foster successful project outcomes