IT Project Manager

Electric is the industry leader in providing world-class IT technology and real-time support for small and mid-sized businesses. With over 400 customers and more than 20,000 employee end-users, Electric’s IT platform includes: real-time support powered by 100+ IT technicians, security, device & inventory management, network & server management, application & cloud management, employee on-boarding and off-boarding, procurement & provisioning, and data monitoring & insights. Electric is a Series C company funded by an all-star team of investors including: Bessemer Venture Partners, GGV Capital, 01 Advisors, Primary Venture Partners, Bowery Capital, Slack, Atreides Management, Vintage Investment Partners, and Greenspring Associates.

Electric is now over 350 employees and led by a seasoned executive team. Our company is a fun, fast-paced environment with enormous opportunities for career advancement. We are seeking highly motivated, detail-oriented go-getters who want to move up in a tech startup.

Overview 

We are seeking a client-centric IT Project Manager to join our Professional Services team. This position will work with Electric’s customers to manage a wide variety of IT projects, ranging from network infrastructure build-outs to SaaS implementations, while maintaining excellent communication, technical support, and project timeline tracking.  

What you’ll do 

• Own and lead IT Professional Services projects from initial scoping with the customer through project completion

• Own, develop, and maintain technology project plans, which scopes and outline project quotes, tasks, milestones, status, and coordination of vendors to customers

• Research, quote, invoice and purchase hardware that best suits customer needs

• Identify, allocate and manage outsourced and internal engineering resources to ensure proper project execution

• Regularly conduct and own internal standup meetings, client update meetings and keep all stakeholders actively updated through project execution

• Responsible for adhering to CSAT and NPS metrics ensuring high customer satisfaction with the end to end project process

• De-escalate customer issues and where appropriate raise risks and roadblocks with department leadership

• Research solutions to technical problems as needed, ensuring all resources are adhering to defined scope

• Projects should be managed accordingly and ensuring to stay within the defined hours and budget per the pre-defined scope of work

• Implement and maintain operational documentation and procedures

• Ensure customer satisfaction with IT solutions, technicians, and overall project execution

• Identify areas of out-of-scope, communicate these situations, and own the change management process

Who you are

• 4+ years MSP project management experience

• Experience with Networking Equipment and Configuration is a must

• Specifically, experience with Cisco Meraki and Ubiquiti UniFi hardware is highly desired

• Excellent cross-functional communication skills; solid written and verbal communication skills with a focus on rapport-building, listening, and question asking and ability to present to stakeholders at all levels

• Solid organizational skills; attention to detail and ability to work on multiple tasks at the same time

• Demonstrated ability to learn new tools and technologies quickly

• Experience with IT business solutions is required (Microsoft 365, G-Suite, MDM tools, SSO or network related solutions (specifically Cisco Meraki and Ubiquiti Unifi Hardware is highly desired)

• Experience with MSP management tools such as ITGlue, Kaseya, Jamf, Connectwise, Salesforce is a plus

• Previous customer support experience is highly sought after

We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users.