Operations Support Project Manager

Kforce - Alpharetta, GA

Full-time - Mid Level

Alpharetta, GA

Administrative and Support Services

About the position

The Operations Support Project Manager will oversee the Tech Support team, ensuring efficient workflows and optimizing processes. This role involves managing client deployments, coordinating software application deployments, and acting as a liaison between Client Services and Technology Support teams. The position requires effective communication with stakeholders and the ability to manage multiple projects in a fast-paced environment.

Responsibilities

• Ensure smooth workflow of the Tech Support team and optimize processes for efficiency.
• Efficiently follow up, take notes, and hold resources accountable on actions.
• Learn all the moving parts of the product and dependencies.
• Manage the Operations Support team and collaborate with Professional Services and Support teams to address client support questions and Jira tickets.
• Plan and coordinate the execution of software application deployments in multiple customer environments.
• Coordinate scheduling and manage ad-hoc project requests related to client deployments while maintaining the deployment calendar in Confluence.
• Manage multiple lines of communication as the liaison between Client Services and Technology Support teams.
• Escalate deployment issues with urgency to the Technology manager for prompt resolution.
• Enforce the deployment communication process and manage the shared mail inbox.
• Collaborate with Support and Professional Services for follow-up action updates in the Governance Change Advisory Board (CAB).
• Request agenda items for discussion and communicate effectively with leaders and stakeholders.
• Discuss risks and impacts of requested changes and update Jira tickets to reflect discussions and status of changes requested.
• Align project goals with objectives and oversee progress of client deployment requests.
• Facilitate planning and effective communication of deployment activities.
• Ensure the deployment pipeline workflow runs smoothly in a fast-paced environment.
• Identify, manage, and mitigate risks.

Requirements

• Bachelor's/Master's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Project Management Professional certification required; Cybersecurity certifications are nice to have but not required.
• 8+ years of Project Management/Operations Service Management experience.
• 5+ years of experience working with Agile methodologies such as Scrum, Kanban, or LeSS framework.
• Advanced expertise with using Jira and Confluence tools.
• Strong communication skills, adaptability, and team collaboration abilities.
• Proactive personality suitable for a fast-paced work environment.
• Ability to collaborate with stakeholders to identify improvement gaps and drive implementation.
• Strong multitasking abilities with attention to detail and accuracy.
• Possess leadership, teamwork, and motivational skills.

Nice-to-haves

• Cybersecurity certifications.

Benefits

• Medical, dental, and vision insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• 401(k) plan
• Life insurance
• Disability insurance
• Paid time off for salaried personnel
• Paid sick leave for hourly employees on Service Contract Act projects