Project Management Associate (Managed Services / IT Operations)

We are looking for a motivated and organized Junior Managed Services Operations professional with 1–2 years of experience in IT operations to join our team. The successful candidate will play a vital role in supporting the daily management and delivery of managed IT services for multiple clients. This position involves coordinating service activities, monitoring operations, managing tickets, tracking SLAs, and maintaining clear communication with clients to ensure contracted IT services are delivered efficiently and effectively. The role requires a blend of technical knowledge, service management capabilities, strong organizational skills, and excellent customer service. The candidate will collaborate closely with clients, internal technical teams, and third-party vendors to uphold service quality and operational performance.

Key Responsibilities

Managed Services Operations
- Support the daily management and delivery of managed IT services across multiple client accounts.
- Coordinate operational activities to ensure services meet agreed service levels and contractual obligations.
- Monitor service performance, manage 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-related issues.
- Maintain accurate service documentation, operational procedures, client records, and support reports.
- Identify recurring service issues and recommend opportunities for service improvement.

Service Desk and Client Management
- Oversee incoming support requests, ensuring tickets are logged, categorized, prioritized, and assigned correctly.
- Monitor ticket progress and follow up with responsible teams to prevent delays.
- Serve 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 documented, followed up, and addressed professionally.

Technical Operations
- Maintain a working knowledge of IT infrastructure, end-user support, hardware, software, and network environments.
- Assist with basic remote troubleshooting and initial technical assessments as needed.
- 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 intervention to appropriate engineering teams.
- Support IT asset records, inventory management, and equipment tracking.

Service Quality and Improvement
- Ensure operational processes and service delivery standards are consistently followed.
- Monitor SLA performance, response times, resolution times, and ticket backlogs.
- Assist in identifying service delivery risks and operational bottlenecks.
- Support continuous improvement initiatives to enhance efficiency and client satisfaction.
- Ensure incidents, changes, and service activities are properly documented.

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.

This full-time position is based in Wapda Town, Lahore, within the Managed Services / IT Operations department. Candidates with strong organizational skills, a proactive approach, and a customer-focused mindset will thrive in this role.