OculusIT - Senior Project Manager - ITSM Module

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 :

Preferred Skills :

(ref : hirist.tech)