IT Project Manager

Work Location: Ultralag, Heredia

Experience: Over 6 years of experience in ITSM / Tech Support

Education Qualification: High School Diploma / Graduate and above

No of Openings: 1

Summary

The IT Project Manager will be responsible for designing, implementing, managing, and evaluating IT projects across the organization.

This role ensures strong leadership over technical teams, efficient project execution, continuous improvement, and alignment with organizational goals.

Roles and Responsibilities

Apply project management fundamentals to drive end-to-end execution

Manage Team Leads and a team of up to 100 IT support members

Collaborate with business and technology leaders to assess requirements, define scope, and create project charters

Perform project planning, resource allocation, scheduling, and task coordination

Leverage agile methodologies to optimize project delivery

Develop strategies to deliver world-class global end-user support

Demonstrate strong decision-making, logical thinking, and problem-solving abilities

Monitor team performance using SLAs, productivity, and quality metrics

Take ownership of deliverables tracked in tools, dashboards, or emails

Proactively identify challenges, propose solutions, and communicate inputs to stakeholders daily/weekly/monthly

Manage escalations according to defined procedures

Coach and train Team Leads to meet operational and project objectives

Implement monthly service improvement plans

Participate in ad-hoc and scheduled meetings

Adapt quickly to new technologies, tools, processes, and escalation procedures

Define and monitor KRAs and KPIs to improve customer experience, quality, productivity, and response time

Identify improvement opportunities and create Individual Development Plans (IDPs) for low performers

Detect skill or behavioral issues and report to management in advance

Provide performance feedback to technicians when needed

Handle cross-functional communication effectively

Build communication strategies that strengthen internal and external relationships

Ensure compliance with company and client values and policies

Required Skills

Strong leadership experience managing large technical teams

Project management fundamentals

Excellent communication skills (English – verbal and written)

Strong analytical, data-driven decision-making, and problem-solving abilities

High attention to detail

Knowledge of IT operations and IT support services

Proficiency in Excel or Google Sheets

Desired Skills

Experience with agile methodologies

Strong presentation, mentoring, and leadership skills

Knowledge of cloud applications (with Single Sign-On)

Ability to develop and execute service improvement plans

Experience handling escalations and stakeholder communication

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Do you have experience managing accounts with over 60 people (including agents, SMEs, managers and others)?(Required)

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Do you have experience working in the BPO industry?(Required)

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Are you familiar with IT Support services (OS/IT Hardware & Software/Application troubleshooting)?(Required)

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Are you familiar with Cloud Applications (with Single Sign-On)?(Required)

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