I.t. Project Manager

2 weeks ago

Durban North, South Africa Futurelink Global Recruitment Full time

**Introduction**

Our client based in the Durban North area is looking for an I.T. Project Manager to join their growing team.

**Please note: this is a night-shift based in-office role.**
- As I.T. Project Manager / Team Lead, you will be responsible for providing support to the Manager by ensuring the smooth running of the operational team as well as owning client communications during their onboarding journey and certain technical aspects of the implementation process. This includes building portals, adding apps, users and user data, app testing, resets, and troubleshooting. Your primary goal is to ensure an efficient and smooth client onboarding experience which results in excellent product adoption

**Duties & Responsibilities**

**Leadership & Team Suppor**t
- Coaching and mentoring team members to meet requisite onboarding KPIs.
- Conducting daily onboarding Engineer meetings.
- Overseeing and proactively reviewing the ticket board for exceptions and taking/setting decisive actions/action plans.
- Serve as point of escalation for complex tickets.
- Conducting team member reviews, performance management, providing training and all-round team support.
- Owning the ongoing improvement of the team processes.
- Management of meeting attendance and departmental reporting.
- Support all team members in closing their tickets - work as a team.
- Working with the HR Manager on team member non-compliance with company policies and procedures.
- Taking part in recruitment and training of new team members.
- Collaborating with Senior Engineers and Product Manager on product changes and improvements.
- Proactively work on troubleshooting methodologies and issue resolution techniques.
- Continuous review and clean portals - focusing on increasing usage and reducing inactive rates.

**Client OnBoarding**
- Host online web meetings with clients to consultatively guide them through the onboarding process, gather requirements, answer questions and generally provide a high level of customer empathy.
- Setting expectation during the onboarding life cycle.
- Ensure SLAs are met all when completing individual tasks and communicating with clients.
- Manage lifecycle of the software onboard in line with established service level agreement with clients.
- Configuration of software.
- Assisting end users with access issues to go live on platform.
- Working closely with client success and sales teams through exceptions/challenges and upsell/sales opportunities.
- Utilise internal resources in troubleshooting issues.
- Contact client to request further clarification or additional information as requested.
- Keep an accurate and comprehensive record of progress, challenges, and client and internal communications within in-house programmes.

**Desired Experience & Qualification**
- Own means of reliable transportation
- Ability to work night shift and full-time hours --- 4pm - 1am (Mon - Fri)
- Experience in an I.T. / Technical or Technical Project management role
- Experience in an I.T., Software, SaaS, or tech-related company
- Relevant tertiary level qualification in IT, Software Development and/or Project Management
- Experience leading small to medium sized teams
- I.T. / Technical customer support experience
- Experience with Microsoft365 Admin Centre, Google Workspace Admin, MS Exchange highly preferred
- A fundamental understanding of role-based identity management (Active Directory skills)
- Remote desktop experience
- Azure AD experience
- Scripting and coding experience
- Experience with ticket management systems

**Interested?**

**Job Types**: Full-time, Permanent

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