IT Project Manager (End User Support)

New York, NY - Remote Only

This role is Completely remote ! - US ONLY
This is a 6 Month Contract - NO C2C.
Must be a US Citizen or Green Card holder.

The client is seeking a highly organized and motivated Project Manager to lead our IT User Support team. The ideal candidate will be responsible for overseeing projects that enhance user support services, ensuring that our IT support operations run smoothly and efficiently. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of IT support processes.
Key Responsibilities:

• Develop, implement, and manage project plans for IT user support initiatives.
• Define project scope, goals, and deliverables in collaboration with stakeholders.
• Monitor project progress and adjust plans as necessary to ensure successful completion.
• Lead and mentor the IT User Support team, fostering a collaborative and high-performance work environment.
• Assign tasks and responsibilities to team members, ensuring alignment with project goals.
• Serve as the primary point of contact for stakeholders regarding project status, risks, and issues.
• Facilitate regular meetings to provide updates and gather feedback from team members and stakeholders.
• Identify opportunities for process improvements within the IT user support function.
• Implement best practices and standard operating procedures to enhance service delivery.
• Maintain comprehensive project documentation for future reference and compliance.

Qualifications:

• Bachelor’s degree in information technology, Business Administration, or a related field.
• Over 10 years of experience in IT, including more than 5 years as a Project Manager specializing in application support and service management.
• Proficient in the Applied Systems or Vertafore products, such as Epic, Sagitta, BenefitPoint, ImageRight, etc.
• Strong understanding of IT support processes and methodologies (e.g., ITIL).
• Excellent organizational and multitasking skills, with the ability to prioritize tasks effectively.
• Strong leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Proficiency in project management tools and software (e.g., Microsoft Project, Jira, Trello).
• Project Management Professional (PMP) certification is a plus.

Required Knowledge, Skills, and Abilities: (Companies ATS Questions):
1. Do you have a Strong Background in IT Support/Service Management
2. Do you hands-on experience managing IT user support operations, with deep familiarity in ITIL frameworks, ticketing systems, and support escalation processes.
3. Do you have Project Management Experience
4. Do you have At least 5+ years as a PM in a formal setting, leading end-to-end IT or support-oriented projects—especially ones focused on improving service delivery, user support, or application support.
5. Do you have Applied Systems or Vertafore product knowledge (such as Epic, Sagitta, BenefitPoint, ImageRight) is desired. These are insurance software platforms primarily used by agencies and brokers to manage their operations.
6. Do you have a background in insurance, brokerage, or benefits management systems will stand out.
7. Do you have Process Improvement Mindset
8. Do you have Stakeholder & Communication Skills
9. Do you have - Since this role interfaces with both technical and business teams, Irina will expect excellent cross-functional communication, meeting facilitation, and risk/issue reporting skills.
10. Do you have - The role involves mentoring and guiding an IT support team. Candidates must demonstrate past success in leading cross-functional or geographically dispersed teams.
11. Do you have familiarity with project management software like MS Project, Jira, or Trello.
12. Do you have A PMP certification is a plus and shows maturity in structured project delivery.
13. Must be a US Citizen or Green Card holder.