Project Manager - Technical Support Services

Project Manager - Technical Support ServicesHeadquartered in California's Silicon Valley with offices in San Jose and Austin, Red Oak Technologies is a leading provider of comprehensive resourcing solutions across IT, technical support, and other high-demand sectors. Our team has deep expertise in delivering managed staffing solutions, including helpline and support operations for Fortune 500 clients.The Senior Project Manager - Technical Support Services owns end-to-end project delivery for client helpline programs, driving customer success through onsite team management, operational efficiency, and risk mitigation. This role focuses on managing labor-intensive contractor placements, protecting client relationships, and scaling support services while freeing account managers for strategic growth.Essential Duties and Responsibilities:Lead onsite management of technical support/helpline contractor teams, including periodic consultant check-ins, performance reviews, and satisfaction surveys to ensure high retention and service quality.Oversee project lifecycle for helpline operations: raise funding POs, manage contract compliance to prevent joint employment risks, handle escalations, and resolve HR situations proactively.Drive daily operations including timecard approvals, invoicing report generation, and billing accuracy to maintain cash flow and client trust.Collaborate with account managers and sales teams to generate and qualify requisitions, prospect new opportunities within existing clients (e.g., expanding helpline scope), and develop project-specific business plans using Red Oak methodologies.Administer the Consultant Care Program (CCP) and manage field employees systematically, fostering a high-performance culture aligned with client SLAs.Design and deliver client proposals for technical support projects, incorporating metrics on uptime, resolution rates, and cost efficiencies.Meet with internal recruiting/delivery teams regularly to align on priorities, communicate service updates, and ensure rapid fulfillment of support requisitions.Track project KPIs (e.g., fill rates, margins, client NPS); maintain data integrity and report on revenue growth from managed programs.Network actively in technical support and staffing communities to identify expansion opportunities and maintain Red Oak's leadership in IT/services resourcing.Champion customer success by serving as the primary onsite point of contact for helpline stakeholders, mitigating risks, and delivering measurable project outcomes.Requirements:4+ years in project management, operations, or client services, ideally within technical support, helpline, or staffing environments.Proven experience managing projects at an enterprise-level company, ideally with familiarity in recruiting or consulting services environments.2+ years managing contractor/onsite teams, with hands-on experience in vendor management, compliance (e.g., joint employment avoidance), and support operations.2+ years in staffing/recruiting or client-facing sales support roles; familiarity with enterprise tech clients a plus.Proven ability to handle high-volume, labor-intensive tasks like timecards, invoicing, POs, and escalations while driving project success.Bachelor's Degree preferred; equivalent experience in technical recruiting or support services considered.Strong organizational skills, with proficiency in Microsoft Office for reporting and proposals.