IT Project Manager

Role Summary

Project Managers are essential coordinators who drive project success through timely planning, execution, and oversight. They develop comprehensive project plans, manage timelines and budgets, and ensure clear communication with both clients and internal stakeholders including sales, Partner Success Managers, and service delivery teams. This role requires strong cross-functional collaboration and regular status updates to keep all teams aligned and informed.

Key Responsibilities

The following responsibilities are representative of this position. Additional duties may be assigned as needed.

• Plan, schedule, and monitor projects throughout their lifecycle
• Determine resources needed to reach objectives and manage resources in an effective and efficient manner
• Track project costs to meet budget targets
• Provide consistent project updates to various stakeholders regarding strategy, adjustments, and progress
• Monitor project escalations as they arise and involve PS Director or direct supervisor as needed
• Apply industry best practices and standards throughout project execution
• Measure project performance to identify areas for improvement
• Coordinate with the Service Delivery team on post-deployment support for Managed Services partners
• Coordinate with the accounting team on project billing

Typical Work Scope (Examples)

• Coordinate internal resources to establish a comprehensive project plan
• Lead project kickoff meetings with partners to review approved scope, project plans, and proposed timelines
• Provide regular status reporting to key stakeholders, including project budget updates
• Collaborate with assigned engineers to execute project tasks
• Schedule engineers to ensure project tasks are completed in accordance with established timelines
• Conduct post-project quality assurance reviews and coordinate handoff to the support team
• Update project notes and documentation in project management tool

Performance Expectations (KPIs)

• Utilization: 90% utilization target.
• Billable efficiency: ≥ 80% billable efficiency (rolling 90-day).
• CSAT: ≥ 97% positive (rolling 90-day).
• Stale Projects: Zero stale projects (defined as projects with no updates for more than 7 days)
• Budget Hours – maintain budget adherence and follow change order process when a project requires additional hours

Skills & Experience

• 3+ years of project Management experience (MSP environment is preferred but not required)
• Proficient in Microsoft Productivity Suite
• Technical competency with scheduling and resource management products.
• ConnectWise experience preferred
• Soft Skills:

• Professional, pleasant, and patient in demeanor
• Solid organizational and time management skills
• Ability to communicate effectively cross-departmentally
• Ability to clearly document project notes, milestones, and expectations
• Ability to prioritize competing demands and adapt to changing project requirements

Certification Expectations

• CompTIA Project+ Certification is preferred; professional development support is available for interested candidates.

IMPACT Expectations

• Integrity : set the standard for technical judgment, professionalism, and ethical behavior in high-impact situations.
• Mindset : think systemically; prioritize long-term stability; anticipate risk; drive prevention over repeat firefighting.
• Passion : step forward during complex/critical events and take pride in reliable, high-quality service outcomes.
• Accountability : own outcomes including RCA quality and follow-through on remediation recommendations.
• Client-Centric : balance speed and correctness with long-term client impact; communicate clearly during incidents.
• Teamwork : act as a force multiplier through mentorship, standards, and knowledge sharing (without formal people management).

Typical Working Environment

This is a full-time position with typical work days Monday–Friday, 8:00 AM–5:00 PM. Hours may vary based on client and project requirements.
Hybrid work environment: Work in a temperature-controlled office environment 2 days per week, from a home office, or on client sites as needed.
Low to moderate noise levels consistent with an office environment; typical office sounds include staff interactions, phones, and collaborative dialogue.
The above statements are intended to describe the general nature and level of work being performed by those assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to reassign and alter the job description as dictated by business necessity and to evaluate reasonable accommodations.