Project Manager, IT Project Manager, Technical Support

Summary

This role reports to the CIO with the purpose of managing project delivery from sale through completion across 25-50 customer projects of varying sizes. This role requires interfacing between account managers, sales, technical staff, and customers.

• Take ownership of projects from sale through successful completion.

• Collaborate with lead techs to identify and assign required technical resources.

• Coordinate technical staff to ensure optimal utilization, quality, and pulling forward of work.

• Develop detailed tasks, milestones, and schedules to ensure on-time project delivery.

• Package and assign work into smaller units that can be executed quickly and effectively.

• Drive daily/weekly execution and resolve blockers to ensure speed and quality of execution.

• Deliver proactive status updates and communication to all stakeholders.

• Uphold individual and team accountability for project speed, quality, and margin targets.

• Ensure Change Control Tracking and communication when appropriate.

• Execute project closeouts with all stakeholders including a billing handoff.

• Provide a good example of S. J. Rollins culture and values.

• Be on time for work and scheduled meetings.

• Participate in regular team and company meetings.

• Take responsibility for personal and career development.

• Take responsibility for the training and education of less experienced team members.

• Foundational IT technical knowledge (e.g., networking, servers, cloud services).

• Skilled in basic project management principles.

• Experienced coordinating teams, stakeholders, or workflows in a technical environment.

• Familiarity with MSP operations and ticketing systems is preferred.

A fully trained and experienced IT Project Manager will have the IT technical fluency and project expertise required to:

• Manage full project life cycles (from sales handoff to closeout) across 25-50 engagements without supervision.

  • Coordinate with technical teams of 50+ staff for optimal utilization and on-time delivery.

  • Interface with customers and colleagues to drive high-value IT project outcomes.

• Take ownership of projects from sales handoff through successful completion and billing handoff.

• Collaborate with lead techs and sales to scope, resource, and schedule technical requirements.

• Develop detailed tasks, milestones, and plans to ensure on-time delivery.

• Coordinate technical staff for optimal utilization, quality, and forward momentum.

• Drive daily/weekly execution, proactively resolve blockers, and maintain speed/quality.

• Deliver proactive status updates and communication to stakeholders.

• Uphold individual/team accountability for timelines, quality, and margin targets.

• Develop and standardize project templates and tooling.

• Identify business opportunities during projects and partner with Account Managers on proposals.

• Adhere to policies and procedures as outlined in the Employee Handbook.

• Demonstrate above-average reliability, dependability, and professionalism at all times.

• Meet or exceed key metrics for on-time delivery, project margins, and minimal senior escalations.

• Exhibit a positive attitude, willingness to learn, and proactive problem-solving.

• Strongly embody core values and promote and abide by “The S. J. Rollins Way.”

• Exercise independent judgment, critical thinking, ownership, and initiative to push projects forward.

• Maintain low rates of project rework and negative customer feedback.

• Discover value-add opportunities (e.g., upsells) beyond assigned projects.

• Operate fully self-guided with minimal day-to-day direction from leadership.

• Maintain effective, timely communication with clients, tech teams, leads, and Account Managers.

• Develop high-level expertise in MSP tools and Project Management Methodologies.

• Build strong relationships with customers, account managers, billing, and techs.

• Be flexible to periodic after-hours for critical project needs.