Project Management Associate (Managed Services / IT Operations)

We are seeking a motivated and organized Junior Managed Services Operations professional with 1 to 2 years of experience in IT operations to join our team based in Wapda Town, Lahore. This full-time position involves supporting the daily management and delivery of managed IT services across multiple client accounts. The role focuses on coordinating service delivery, monitoring operations, managing tickets, tracking SLAs, and maintaining effective communication with clients. The ideal candidate will combine technical knowledge with strong service management skills, excellent organizational abilities, and a customer-focused approach. Collaboration with clients, internal technical teams, and third-party vendors is essential to ensure high-quality service and operational performance.

Key Responsibilities

Managed Services Operations:
Support the daily management and delivery of managed IT services for various clients. Coordinate operational activities to meet agreed service levels and contractual obligations. Monitor service performance, outstanding tickets, recurring incidents, and operational alerts. Track service requests, incidents, and escalations to ensure timely resolution within SLAs. Liaise with technical support teams, engineers, and third-party vendors to resolve service issues promptly. Maintain service documentation, operational procedures, client records, and support reports. Identify recurring service problems and recommend opportunities for service improvement.

Service Desk and Client Management:
Oversee incoming support requests by ensuring tickets are logged, categorized, prioritized, and assigned appropriately. Monitor ticket progress and follow up with responsible teams to prevent delays. Act as a point of contact for clients regarding operational matters and service updates. Provide regular updates on incidents, service requests, escalations, and outstanding actions. Assist in preparing service reports, SLA performance summaries, and operational updates. Ensure client concerns are recorded, tracked, and addressed professionally and efficiently.

Technical Operations:
Maintain a working knowledge of IT infrastructure, including end-user support, hardware, software, and network environments. Assist with basic remote troubleshooting and initial technical assessments as required. Monitor IT systems and services using remote monitoring and management (RMM) tools. Coordinate software updates, patching, endpoint maintenance, and routine operational tasks. Escalate technical issues requiring specialist support to engineering teams. Support IT asset records, inventory management, and equipment tracking to ensure accurate documentation.

Service Quality and Improvement:
Ensure operational processes and service delivery standards are consistently followed. Monitor SLA performance, including response times, resolution times, and ticket backlogs. Assist in identifying service delivery risks and operational bottlenecks. Support continuous improvement initiatives aimed at enhancing efficiency and client satisfaction. Maintain proper documentation of incidents, changes, and service activities to support audit and quality assurance processes.

Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. Basic understanding of IT service management and managed services operations. Familiarity with ticketing and service management platforms such as ServiceNow, Jira Service Management, Freshservice, or similar tools.

No preferred qualifications or benefits are explicitly mentioned for this role.