Technical Project Manager I

About ISG Technology

At ISG Technology, we're unlocking possibilities for our clients by providing IT services that help drive business growth. We're freeing them from the burdens of day-to-day IT maintenance, securing their networks, protecting their data and helping them design, implement and manage their IT infrastructure. And we've been doing it for over four decades.

Join in on the Success

As part of the Twin Valley Family of Companies and a fourth-generation family business, ISG Technology has grown and evolved into a recognized leader in the Midwest by aligning our success with the long-term success of our clients. We are consistently recognized in CRN's Top Managed IT Service Providers in the nation, most recently as part of the Security 100 for excellence in managed security offerings.

But all those accolades take second stage to our Customer Satisfaction Scores (CSAT), which have consistently been 97% while our Net Promoter Score is 70, compared to the industry average of 47. If you're the type that takes pride in providing world-class support, you may have what it takes

Job Summary: Technical Project Manager I responsibilities include the coordination and completion of projects on time and within budget. Aid in organizing and monitoring project schedules, budgets, stakeholder meetings, and ensuring project expectations are met.

What you bring to the position:

• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the "ways" we operate. 
• You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
• You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction. 
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service, and you achieve your goals that you mutually set with your supervisor.
• You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis.
• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being a "know-it-all."

You successfully fulfill the following essential duties and responsibilities:

You will provide STRATEGIC OVERSITE to the position by:

• Assisting in the creation, planning, tracking, resource allocation, and communication plan for technical projects based on outlined project scope, goals, and deliverables. Actively schedule and participate in planning and status calls, monitor day-to-day project activities and resourcing, and proactively communicate with stakeholders updates or potential resource constraints. 
• Ensuring projects adhere to company standard frameworks and all documentation is maintained appropriately for each project.
• Proactively monitoring project boards to ensure tickets meet documented standards, while ensuring all project timelines are being adhered to by the engineering team. Perform customer communications, escalations, or rescheduling, as required.
• Ensuring accurate and timely entry of engineer updates in project tickets, based on documented standards. Report and escalate to the Service Leaders as needed. 
• Demonstrating strong problem-solving abilities, and excellent organization, to effectively manage customer expectations (time and budget). 

You will use your COLLABORATIVE SKILLS to:

• Work with members of the Service and Engineering teams to manage project plans, based off documented templates, monitor and review project progress and timelines, execute change control, and identify and mitigate issues to ensure project success.
• Organize project meetings with customers, internal, or cross-functional teams, generate meeting materials, and manage post-meeting deliverables. Cross functional teams will include Contracts, Finance, MSP NOC, TSD's, SAs, GMs, Professional Services Engineers, and Account Reps.
• Support the company by completing other duties as assigned. 

You will use your TECHNICAL SKILLS to:

• Obtain the capacity to understand general technical processes, as required, and the order they must be performed to complete projects deliverables.
• Exercise solid decision-making skills combined with strong business acumen, excellent communication skills, and in-depth analytical capabilities.

As a successful employee, you will demonstrate the following professional skills as you carry out your position:

• Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings.
• Written Communications – Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.
• Customer Service – Respond promptly and courteously to customers' requests for service and assistance; manage difficult or emotional customer situations.
• Presentation – Deliver business, non-technical, and limited-technical presentations to audiences of individuals.
• Leadership – Lead people and get results through others in a positive and inspiring manner.
• Management – Organize and manage multiple priorities. 
• Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; upholds company values.
• Organizational Support – Follow company policies and procedures and complete other duties as assigned.
• Judgment – Include appropriate people in decision-making process.
• Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well.
• Strategic Thinking – Develop strategies to achieve organizational goals; analyze market and competition; identifies external threats and opportunities and adapts strategy to changing conditions.
• Planning and organization – Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks.
• Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments. 
• Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.
• Detail & Task Oriented – Manage and follow through on multiple tasks, items, and communications in a timely manner.

You will meet the following educational, licensing, certification, and work experience requirements:

• Bachelor's Degree, or equivalent experience required.
• Experience in IT/Technical Operations functionality, including experience dealing with customers, and internal teams, typically gained over 2-3 years, or similar tenure and experience as a project manager in other related fields. 
• Experience working for an established managed or cloud services provider (MSP/CSP) preferred. 
• Hold and maintain a valid driver's license; driving record must meet the criteria of ISG's insurance carrier for acceptance of coverage.

You will follow the ISG Technology Core Values:

Humor & Fun

1. We believe it's important to take time outside of work to spend time with family and keep the wind in our sails.
2. We collaborate and value sharing our unique perspectives.
3. We're inclusive and create activities that align with people's interests and passions.

Resilience

1. We pride ourselves in meeting high-pressure challenges
2. We never quit and demonstrate the ability to see daunting assignments through … successfully.

Lead by Example

1. We demonstrate courage in having crucial (and sometimes "tough") conversations.
2. We are reliable and highly accountable in our use of systems and tools.

Continuous Improvement

1. We're creative thinkers who can adapt to evolving situations.
2. We're humbly confident, know our stuff, are willing to coach and be coached.
3. We're willing to make "healthy" self-sacrifices for the greater good.

"Team First" Initiative

1. We are pro-active and stay on top of training and certifications.
2. We willingly take on more responsibility if we see a need and can assist.
3. We view individual accountabilities as representing the whole team.

You are able to work in the following environmental and working conditions:

• Prolonged periods of sitting at a desk and working on a computer and phone.
• Work in a general office environment.
• Travel to client and prospect locations with varying conditions.  
• You have mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.