Project Management Associate (Managed Services / IT Operations)

Experience: 1–2 years
Department: Managed Services / IT Operations
Employment Type: Full-time
Work Location: Wapda Town Lahore

Role Overview
We are seeking a motivated and organised Junior Managed Services Operations with 1–2 years of experience in IT operations.

The successful candidate will support the day-to-day management and delivery of managed IT services for multiple clients. The role will focus on service coordination, operational monitoring, ticket management, SLA tracking, client communication, and ensuring that contracted IT services are delivered effectively.

This position requires a combination of technical understanding, service management skills, organisation, and customer service. The candidate will work closely with clients, internal technical teams, and third-party service providers to maintain service quality and operational performance.

Key Responsibilities
Managed Services Operations

• Support the day-to-day management and delivery of managed IT services across multiple client accounts.
• Coordinate operational activities to ensure services are delivered in accordance with agreed service levels and contractual requirements.
• Monitor service performance, outstanding tickets, recurring incidents, and operational alerts.
• Track service requests, incidents, and escalations to ensure timely resolution within agreed SLAs.
• Coordinate with technical support teams, engineers, and third-party vendors to manage and resolve service-related issues.
• Maintain service documentation, operational procedures, client records, and support reports.
• Identify recurring service issues and highlight opportunities for service improvement.
  
  
  

Service Desk and Client Management

• Oversee incoming support requests and ensure tickets are correctly logged, categorised, prioritised, and assigned.
• Monitor ticket progress and follow up with responsible teams to avoid 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 with preparing service reports, SLA performance summaries, and operational updates.
• Ensure client concerns are recorded, followed up, and addressed professionally.
  
  
  

Technical Operations

• Maintain a working understanding of IT infrastructure, end-user support, hardware, software, and network environments.
• Assist with basic remote troubleshooting and initial technical assessments where required.
• Monitor IT systems and services using remote monitoring and management (RMM) tools.
• Coordinate software updates, patching, endpoint maintenance, and routine operational activities.
• Escalate technical issues requiring specialist support to the 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 improve efficiency and client satisfaction.
• Ensure incidents, changes, and service activities are properly documented.
  
  
  

Qualifications and Requirements\

• 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.