Posted Date : 19th Dec, 2025
Job Category :
Costa Rica
Posted 8 hours ago
Job title: IT Project Manager
Work Location: Ultralag, Heredia
Experience: Over 6 years of experience in ITSM / Tech Support
Education Qualification: High School Diploma / Graduate and above
No of Openings: 1
Summary
- The IT Project Manager will be responsible for designing, implementing, managing, and evaluating IT projects across the organization.
- This role ensures strong leadership over technical teams, efficient project execution, continuous improvement, and alignment with organizational goals.
Roles and Responsibilities
- Apply project management fundamentals to drive end-to-end execution
- Manage Team Leads and a team of up to 100 IT support members
- Collaborate with business and technology leaders to assess requirements, define scope, and create project charters
- Perform project planning, resource allocation, scheduling, and task coordination
- Leverage agile methodologies to optimize project delivery
- Develop strategies to deliver world-class global end-user support
- Demonstrate strong decision-making, logical thinking, and problem-solving abilities
- Monitor team performance using SLAs, productivity, and quality metrics
- Take ownership of deliverables tracked in tools, dashboards, or emails
- Proactively identify challenges, propose solutions, and communicate inputs to stakeholders daily/weekly/monthly
- Manage escalations according to defined procedures
- Coach and train Team Leads to meet operational and project objectives
- Implement monthly service improvement plans
- Participate in ad-hoc and scheduled meetings
- Adapt quickly to new technologies, tools, processes, and escalation procedures
- Define and monitor KRAs and KPIs to improve customer experience, quality, productivity, and response time
- Identify improvement opportunities and create Individual Development Plans (IDPs) for low performers
- Detect skill or behavioral issues and report to management in advance
- Provide performance feedback to technicians when needed
- Handle cross-functional communication effectively
- Build communication strategies that strengthen internal and external relationships
- Ensure compliance with company and client values and policies
Required Skills
- Strong leadership experience managing large technical teams
- Project management fundamentals
- Excellent communication skills (English – verbal and written)
- Strong analytical, data-driven decision-making, and problem-solving abilities
- High attention to detail
- Knowledge of IT operations and IT support services
- Proficiency in Excel or Google Sheets
Desired Skills
- Experience with agile methodologies
- Strong presentation, mentoring, and leadership skills
- Knowledge of cloud applications (with Single Sign-On)
- Ability to develop and execute service improvement plans
- Experience handling escalations and stakeholder communication
Follow us on LinkedIn to know about our latest job openings!
Submit the form below to apply
| Job Level | 1- 5 Years, 1-4 Years |