Project Management Associate - Managed Services / IT Operations

About the role

A motivated and organised Junior Managed Services Operations professional with 1-2 years of experience in IT operations is sought to support the day-to-day management and delivery of managed IT services for multiple clients. The role covers service coordination, operational monitoring, ticket management, SLA tracking, client communication and ensuring contracted IT services are delivered effectively. It involves close work with clients, internal technical teams and third-party service providers.

Key responsibilities

• Support the day-to-day management and delivery of managed IT services across client accounts, coordinating activities to meet agreed service levels and contractual requirements.
• Monitor service performance, outstanding tickets, recurring incidents and operational alerts, and track requests and escalations to meet SLAs.
• Coordinate with technical support teams, engineers and third-party vendors to resolve service issues, and maintain service documentation, procedures, client records and support reports.
• Identify recurring issues and opportunities for service improvement.
• Oversee incoming support requests, log, categorise, prioritise and assign tickets, and follow up to avoid delays.
• Act as a point of contact for clients, provide regular updates on incidents and escalations, and help prepare service reports and SLA summaries.
• Maintain a working understanding of IT infrastructure, end-user support, hardware, software and networks; assist with basic remote troubleshooting and use RMM tools to monitor systems.
• Coordinate software updates, patching, endpoint maintenance and asset records, and escalate specialist issues to engineering teams.
• Monitor SLA performance, response and resolution times and ticket backlogs, and support continuous improvement initiatives.

Required profile

• 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.
• 1-2 years of experience in IT operations.

Required skills

• Familiarity with ticketing and service management platforms such as ServiceNow, Jira Service Management or Freshservice.
• Organisation, technical understanding and customer service skills.