technical project manager

assistant manager, software pmo Jobs in Lahore

assistant manager, software pmo

it support engineer

sales manager

smb account manager

it service manager

Truerpo

Job Summary:We are looking for an experienced Service Delivery Manager &ndash; Shared Services to lead the end-to-end delivery of IT services across multiple clients within a shared services model. This leadership role involves managing a team of technical professionals spanning Helpdesk, Network, Cloud, Systems, and IT Security disciplines. The ideal candidate is a strategic leader with strong client engagement capabilities, an ITIL-driven mindset, and a deep understanding of enterprise IT ecosystems.Key Responsibilities:<ul><li>Own and drive IT service delivery ensuring operational excellence and compliance with SLAs and KPIs.</li><li>Manage and coordinate shared and dedicated IT teams, including:</li><li>Helpdesk Support</li><li>Network and Cloud (Azure) Engineers</li><li>Systems Engineers</li><li>IT Security Engineers</li><li>Implement and maintain ITIL-aligned processes:</li><li>Incident Management</li><li>Change Management</li><li>Problem Management</li><li>Knowledge Management</li><li>Maintain team rosters, shift schedules, and ensure timely escalations and resource availability.</li><li>Lead recruitment, onboarding, training, and succession planning for shared resources.</li><li>Develop and enforce Standard Operating Procedures (SOPs) for service consistency and risk mitigation.</li><li>Act as the Single Point of Contact (SPOC) for clients, conducting service reviews and presenting reports on KPIs, SLAs, and dashboards.</li><li>Collaborate with internal departments including HR, Finance, and Presales to drive delivery efficiency and cost-effectiveness.</li></ul>Requirements:<ul><li>Experience: Minimum 7 years in IT Service Delivery or Operations Management, with 3+ years in a shared services or managed services environment.</li><li>Technical Expertise: Proficient in IT infrastructure, Microsoft Azure, Helpdesk operations, and cybersecurity principles.</li><li>Frameworks: Practical experience with ITIL best practices.</li><li>Leadership: Proven success in managing cross-functional and remote teams.</li><li>Communication: Exceptional client relationship, stakeholder management, and interpersonal skills.</li></ul>Certifications:<ul><li>Mandatory: ITIL v3 or v4 Certification</li><li>Preferred: PMP, PRINCE2, or equivalent project management certification</li></ul>Job Type: Full-timeWork Location: In person

Service Delivery Manager

MTP (Mayfair Technology Partners)

Job Summary: We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer satisfaction. &#11835; Key Responsibilities: SLA Management:Monitor and manage SLA compliance across all technical support contracts. Track performance metrics and generate regular reports on SLA adherence. Identify and escalate SLA breaches and coordinate resolution efforts. Technical Support:Provide Tier 1 and Tier 2 technical support to clients via phone, email, and ticketing systems. Troubleshoot hardware, software, and network issues. Collaborate with internal teams to resolve complex technical problems. Client Communication:Serve as the primary point of contact for SLA-related inquiries. Communicate service updates, outages, and resolutions clearly and professionally. Conduct periodic reviews with clients to ensure satisfaction and contract alignment. Documentation &amp; Reporting:Maintain accurate records of SLA contracts, support tickets, and performance reports. Prepare monthly/quarterly SLA compliance reports for internal and client review. Process Improvement: Recommend improvements to support processes to enhance SLA compliance. Assist in developing and refining SLA templates and support documentation. &#11835; Qualifications: Bachelor&rsquo;s degree in Computer Science, Information Technology, or related field. 3+ years of experience in technical support or IT service management. Strong understanding of SLA frameworks and ITIL principles. Excellent communication and customer service skills. Proficiency in ticketing systems &amp; Service Management Systems (e.g., Zendesk, ServiceNow, Zohodesk) and reporting tools. Ability to work independently and manage multiple priorities. &#11835; Preferred Skills: ITIL certification or equivalent. Experience with contract management systems. Familiarity with cloud services and enterprise IT environments.11am to 8pm Monday to Friday IT Tower Gulberg 3 LahoreJob Type: Full-timePay: Up to Rs150,000.00 per monthApplication Question(s):<ul><li>Is your salary expectation between up to 150,000?</li><li>Are you looking for a Full Time onsite Job</li></ul>Experience:<ul><li>Technical Support Experience for Apps and Website s: 3 years (Required)</li></ul>Work Location: In person

Technical Support Engineer (L2/L3)

Job Summary: We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer satisfaction. &#11835; Key Responsibilities: &bull; SLA Management: &bull; Monitor and manage SLA compliance across all technical support contracts. &bull; Track performance metrics and generate regular reports on SLA adherence. &bull; Identify and escalate SLA breaches and coordinate resolution efforts. &bull; Technical Support: &bull; Provide Tier 1 and Tier 2 technical support to clients via phone, email, and ticketing systems. &bull; Troubleshoot hardware, software, and network issues. &bull; Collaborate with internal teams to resolve complex technical problems. &bull; Client Communication: &bull; Serve as the primary point of contact for SLA-related inquiries. &bull; Communicate service updates, outages, and resolutions clearly and professionally. &bull; Conduct periodic reviews with clients to ensure satisfaction and contract alignment. &bull; Documentation &amp; Reporting: &bull; Maintain accurate records of SLA contracts, support tickets, and performance reports. &bull; Prepare monthly/quarterly SLA compliance reports for internal and client review. &bull; Process Improvement: &bull; Recommend improvements to support processes to enhance SLA compliance. &bull; Assist in developing and refining SLA templates and support documentation. &#11835; Qualifications: &bull; Bachelor&rsquo;s degree in Computer Science, Information Technology, or related field. &bull; 3+ years of experience in technical support or IT service management. &bull; Strong understanding of SLA frameworks and ITIL principles. &bull; Excellent communication and customer service skills. &bull; Proficiency in ticketing systems &amp; Service Management Systems (e.g., Zendesk, ServiceNow, Zohodesk) and reporting tools. &bull; Ability to work independently and manage multiple priorities. &#11835; Preferred Skills: &bull; ITIL certification or equivalent. &bull; Experience with contract management systems. &bull; Familiarity with cloud services and enterprise IT environments.11am to 8pm Monday to Friday IT Tower Gulberg 3 LahoreJob Type: Full-timePay: Up to Rs150,000.00 per monthApplication Question(s):<ul><li>Is your salary expectation between the range of 140k to 150k.</li></ul>Experience:<ul><li>Technical Support Specialist in a software house: 3 years (Required)</li></ul>Language:<ul><li>professional fluent english (Required)</li></ul>Work Location: In person

SLA Support Specialist (Mid-Level)

Job descriptionWe are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer satisfaction.&#11835;Key Responsibilities:SLA Management:Monitor and manage SLA compliance across all technical support contracts.Track performance metrics and generate regular reports on SLA adherence.Identify and escalate SLA breaches, and coordinate resolution efforts.Technical Support:Provide Tier 1 and Tier 2 technical support to clients via phone, email, and ticketing systems.Troubleshoot hardware, software, and network issues.Collaborate with internal teams to resolve complex technical problems.Client Communication:Serve as the primary point of contact for SLA-related inquiries.Communicate service updates, outages, and resolutions clearly and professionally.Conduct periodic reviews with clients to ensure satisfaction and contract alignment.Documentation &amp; Reporting:Maintain accurate records of SLA contracts, support tickets, and performance reports.Prepare monthly/quarterly SLA compliance reports for internal and client review.Process Improvement:Recommend improvements to support processes to enhance SLA compliance.Assist in developing and refining SLA templates and support documentation.&#11835;Qualifications:Bachelor&rsquo;s degree in computer science, Information Technology, or related field.3+ years of experience in technical support or IT service management.Strong understanding of SLA frameworks and ITIL principles.Excellent communication and customer service skills.Proficiency in ticketing systems &amp; Service Management Systems (e.g., Zendesk, ServiceNow, Zohodesk) and reporting tools.Ability to work independently and manage multiple priorities.&#11835;Preferred Skills:ITIL certification or equivalent.Experience with contract management systems.Familiarity with cloud services and enterprise IT environments.Full Time Onsite 11am to 8pm (Monday to Friday)Gulberg 3 IT Tower LahoreJob Type: Full-timeWork Location: In person

Technical Support Specialist

Job descriptionWe are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer satisfaction.&#11835;Key Responsibilities:SLA Management:Monitor and manage SLA compliance across all technical support contracts.Track performance metrics and generate regular reports on SLA adherence.Identify and escalate SLA breaches, and coordinate resolution efforts.Technical Support:Provide Tier 1 and Tier 2 technical support to clients via phone, email, and ticketing systems.Troubleshoot hardware, software, and network issues.Collaborate with internal teams to resolve complex technical problems.Client Communication:Serve as the primary point of contact for SLA-related inquiries.Communicate service updates, outages, and resolutions clearly and professionally.Conduct periodic reviews with clients to ensure satisfaction and contract alignment.Documentation &amp; Reporting:Maintain accurate records of SLA contracts, support tickets, and performance reports.Prepare monthly/quarterly SLA compliance reports for internal and client review.Process Improvement:Recommend improvements to support processes to enhance SLA compliance.Assist in developing and refining SLA templates and support documentation.&#11835;Qualifications:Bachelor&rsquo;s degree in computer science, Information Technology, or related field.3+ years of experience in technical support or IT service management.Strong understanding of SLA frameworks and ITIL principles.Excellent communication and customer service skills.Proficiency in ticketing systems &amp; Service Management Systems (e.g., Zendesk, ServiceNow, Zohodesk) and reporting tools.Ability to work independently and manage multiple priorities.&#11835;Preferred Skills:ITIL certification or equivalent.Experience with contract management systems.Familiarity with cloud services and enterprise IT environments.Full Time Onsite 11am to 8pm (Monday to Friday)Gulberg 3 IT Tower LahoreJob Type: Full-timePay: Up to Rs160,000.00 per monthApplication Question(s):<ul><li>Are you looking for a full-time onsite job?</li></ul>Language:<ul><li>Professionally fluent English (Required)</li></ul>Work Location: In person

ICE Consulting

<div>Job Summary:
The Ticket Queue Manager is responsible for overseeing the flow, prioritization, and timely resolution of support tickets across all technical support channels. This role ensures efficient workload distribution, adherence to service level agreements (SLAs), and continuous improvement in customer satisfaction and team performance. The Ticket Queue Manager acts as the gatekeeper for the ticketing system, ensuring that issues are categorized, assigned, escalated, and resolved according to defined ITSM processes.
Key Responsibilities:<ul><li>
Monitor and manage the daily queue of incoming IT support tickets to ensure SLAs and response time targets are met.</li><li>Monitor ticket dashboard and ensure that tickets are resolved within agreed-upon SLAs and take corrective actions when SLAs are at risk.</li></ul><ul>
<li>Track aging tickets and proactively drive follow-ups, escalations, or reassignments as needed.</li>
<li>Collaborate with technical teams and management to resolve high-priority or aging incidents.</li>
<li>Perform daily, weekly, and monthly ticket audits to ensure quality, consistency, and process compliance.</li>
<li>Communicate trends or recurring issues to leadership to aid in root cause analysis and problem management.</li>
<li>Generate reports on ticket volumes, response times, resolution rates, and other key metrics.</li>
<li>Serve as a point of contact during major incident triage for ticket coordination and updates.</li>
<li>Coordinate with other support teams, technical resources, and stakeholders to ensure timely resolution of tickets and maintain customer satisfaction.</li></ul>
Prepare regular reports on incident, change, and problem tickets, including analysis of trends, performance, and areas for improvement
Requirements
Qualifications:<ul>
<li>5+ years of experience in a service desk, IT support, or IT operations environment.</li>
<li>Strong familiarity with ITSM tools (e.g., ConnectWise)</li>
<li>Working knowledge of ITIL processes, especially Incident, Request, and Problem Management.</li>
<li>Knowledge of IT infrastructure, software, and hardware.</li>
<li>Ability to analyze data, identify trends, and recommend process improvements.</li>
<li>Strong problem-solving and analytical skills.</li>
<li>Ability to work independently and as part of a team in a fast-paced environment</li>
<li>Experience in workload management, reporting, and SLA governance.</li>
<li>Excellent communication, coordination, and conflict-resolution skills.</li>
<li>Analytical mindset with attention to detail and a sense of urgency.</li>
<li>ITIL Foundation certification preferred.</li></ul></div>

Ticket Queue Manager

Prima Systems

We are seeking a skilled and proactive IT Support Officer Level 2 with expertise in Microsoft technologies to join our IT team. The ideal candidate will provide advanced technical support to resolve complex issues, maintain IT systems, and ensure seamless operation of Microsoft environments.Key Responsibilities:<ul><li>Provide second-level technical support for hardware, software, and network issues, ensuring timely resolution.</li><li>Troubleshoot and resolve escalated issues related to Microsoft technologies, including Windows OS, Microsoft 365, and Azure.</li><li>Manage and maintain user accounts, permissions, and security in Active Directory and Microsoft Azure AD.</li><li>Support Office 365 applications (e.g., Outlook, Teams, SharePoint) and troubleshoot integration and connectivity issues.</li><li>Administer Microsoft Teams and OneDrive environments, ensuring data integrity and user accessibility.</li><li>Collaborate with the IT Level 1 team to handle escalations and provide guidance on resolving more complex issues.</li><li>Monitor system performance, manage backups, and ensure adherence to IT security protocols.</li><li>Assist in deploying software patches, updates, and new systems following best practices.</li><li>Document technical solutions, procedures, and configurations for future reference.</li><li>Participate in IT projects, such as migrations, system upgrades, and deployments, particularly in Microsoft ecosystems.</li></ul>Required Skills and Qualifications:<ul><li>Proven experience in an IT support role, with at least 2+ years in a Level 2 support capacity.</li><li>Strong expertise in Microsoft technologies, including:</li><li>Windows OS (Windows 10/11 and Server environments).</li><li>Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint).</li><li>Azure AD, Microsoft Intune, and Endpoint Manager.</li><li>Microsoft Exchange Online and security configurations.</li><li>Familiarity with networking protocols and tools (DNS, DHCP, TCP/IP).</li><li>Experience with IT service management (ITSM) tools and ticketing systems.</li><li>Ability to analyze and resolve complex technical issues effectively.</li><li>Strong communication and interpersonal skills to assist users and collaborate with teams.</li></ul>Job Type: Full-timePay: Rs200,000.00 - Rs250,000.00 per monthAbility to commute/relocate:<ul><li>Lahore: Reliably commute or willing to relocate with an employer-provided relocation package (Preferred)</li></ul>Application Question(s):<ul><li>Are you available for night shift?</li></ul>Education:<ul><li>Bachelor's (Preferred)</li></ul>Experience:<ul><li>Level 2 Support: 2 years (Preferred)</li></ul>Language:<ul><li>English (Preferred)</li></ul>Work Location: In person

IT Helpdesk Support Specialist L2

Explore 1163+ It service manager in Lahore this October. Find roles across top companies and apply now to boost your career.

1163 it service manager jobs IN Lahore

Service Delivery Manager

Technical Support Engineer (L2/L3)

SLA Support Specialist (Mid-Level)

Technical Support Specialist

Technical Support Specialist

Ticket Queue Manager

IT Helpdesk Support Specialist L2