Position Overview:
Lyros Technologies Private Limited is seeking an experienced and result-oriented Project Manager with 6+ years of experience in technical support to join our team. As a Project Manager – Technical Support, you will be responsible for managing and leading technical support projects, ensuring successful implementation and delivery of support services. Your strong leadership skills, technical expertise, and customer-centric approach will contribute to the overall success of our technical support operations.

Responsibilities:

• Plan, coordinate, and manage technical support projects from initiation to completion, ensuring timely delivery and adherence to project milestones and objectives.
• Define project scope, goals, and deliverables, and develop comprehensive project plans, including resource allocation, timelines, and risk assessment.
• Monitor project progress, identify and mitigate risks, and address any issues or challenges that may arise during the project lifecycle.
• Lead and motivate a team of technical support professionals, providing guidance, support, and mentoring to ensure their professional growth and success.
• Assign tasks, set clear expectations, and track team performance to achieve project goals.
• Foster a collaborative and positive team environment, encouraging knowledge sharing and continuous improvement.
• Serve as the primary point of contact for key clients, managing client expectations, and ensuring a high level of customer satisfaction.
• Build strong client relationships, actively engage with clients to understand their support needs, and proactively address any concerns or issues.
• Identify opportunities for process improvements and operational efficiencies within the technical support function.
• Collaborate with cross-functional teams, including product development and quality assurance, to provide feedback and drive improvements in product features and supportability.
• Prepare and present project status reports, including key metrics, project risks, and achievements, to stakeholders and senior management.
• Maintain accurate project documentation, including project plans, requirements, and change requests.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 6+ years of experience in technical support, with at least 3 years in a project management role.
• Proven track record of successfully managing technical support projects, meeting project objectives, and delivering high-quality support services.
• Strong technical background and understanding of IT infrastructure, software applications, and troubleshooting methodologies.
• Experience in managing and leading teams, with the ability to inspire and motivate individuals to achieve project goals.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with clients, team members, and stakeholders.
• Strong problem-solving and decision-making abilities, with a proactive approach to identifying and resolving issues.
• Project management certifications (PMP, PRINCE2) are preferred.
• Knowledge of ITIL framework and IT service management practices is a plus.

Join our team at Lyros Technologies Private Limited as a Project Manager – Technical Support and lead the successful delivery of technical support projects. Your strong project management skills, technical expertise, and commitment to customer satisfaction will contribute to the overall success of our support operations.