We are looking for a highly organized, client-focused Support (Managed Services) Project Manager to join a growing Managed Services team working with ambitious brands across North America. In this client-facing role, you will onboard, manage, and track customers' Managed Services support plans for Microsoft solutions, overseeing the full lifecycle of support services for live customers and ensuring alignment between the ticketing system and direct support services. You will work with an experienced team of consultants and customer teams, collaborating closely with the Director of Managed Services and the Support Services Manager, with the potential for a long-term relationship with a growing company.

What You'll Be Doing

• Manage resource utilization, project scope, time, budget, and quality across customer Managed Services support plans
• Onboard new clients and familiarize them with the company's support services, system platforms, and methodology
• Baseline each customer's needs and assign the appropriate team members
• Oversee the end-to-end support ticket lifecycle,



from open to close, ensuring timely resolution of cases across a distributed team. This role typically not resolving cases individually, but is managing the assignment of cases.
• Serve as an “AI Boss,” reviewing and managing the output of several departmental AI agents before information is shared with customers
• Communicate with clients on requirements, expectations, and additional needs within the scope of their selected support contract
• Collaborate with customers to define application update schedules based on the Microsoft update cadence and customer preferences
• Plan, prepare, and manage up to 10 concurrent application update projects, typically involving 2–3 consultants each over a period of 3–6 weeks
• Lead weekly status meetings via video call with customers and consultants, providing updates on open cases and driving them to resolution within defined timeframes
• Prepare and present

📌 Managed Services Project Manager (Ciudad de México)
🏢 Hpo Outsourcing Professionals - Agency
📍 Ciudad de México