Project Manager (contract)

Project Manager (Contract) Please note that this is a contract role providing services to Microsoft through external staffing partners of Allegis Global Solutions. If you are selected for this role, you will be employed by AGS and will not be an employee of Microsoft. Summary This position plays a critical role in maintaining the health and efficiency of global IT breakfix ticket operations within a hyperscale datacenter environment. The individual will serve as a key liaison between IT Process and Standards, Datacenter Operations, and engineering partners to ensure timely resolution of escalations and optimal queue performance. Through continuous monitoring, data analysis, and proactive intervention, this role directly impacts service reliability and customer satisfaction by identifying bottlenecks, executing manual prioritization overrides, and providing actionable insights that drive operational improvements. The position requires a detail-oriented professional who thrives in fast-paced environments and can balance competing priorities while maintaining strong cross-functional relationships. Job Responsibilities

• Monitor global IT breakfix ticket queue health and identify trends indicating unhealthy conditions such as backlog growth and aging tickets.
• Analyze ticket status using Power BI and other data visualization tools to provide actionable insights to stakeholders.
• Alert IT Process and Standards, Datacenter Operations, and stakeholders when queue trends require intervention to enable proactive management.
• Review breakfix escalations from Engineering Groups and provide timely, accurate responses.
• Assess and execute manual override requests for breakfix tickets to maintain prioritization integrity.
• Coordinate with Datacenter Operations and Breakfix partners to resolve escalations and reduce backlog.
• Work with the Project Manager to review prioritization escalations and align on improvement plans.
• Provide data analysis and reporting to Datacenter Operations and leadership to support decision-making.
• Communicate queue health status and escalation outcomes to stakeholders through regular updates and documentation.
• Assist in adjusting resource allocation during peak demand periods to maintain service levels.
• Support implementation of scalable ticket management processes to maintain business continuity and SLA compliance.
• Lead and schedule meetings with project teams to drive progress and resolve issues related to breakfix prioritization logic change requests.
• Track and log all prioritization changes and manual overrides for transparency and version control.
• Collaborate with Support Analysts to triage, analyze, and perform manual prioritization following standard procedures.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or related technical field. (MBA or advanced degree preferred.)
• PMP or PMI certification required.
• Minimum 5 years of experience in IT operations, service management, or support roles.
• At least 5 years of experience managing ticket systems or breakfix operations in IT environments.
• Minimum 5 years of experience handling prioritization frameworks, logic updates, and coordinating with technical teams for implementation.
• 5 to 7 years of experience leading projects involving tooling improvements, reporting, and cross-team collaboration.
• At least 3 years of experience delivering technology and business solutions in hyperscale, mission-critical datacenter operations.
• Experience in datacenter breakfix prioritization programs with strong coordination skills across engineering and operations is highly preferred.
• Strong analytical and problem-solving abilities with proficiency in Power BI and data visualization tools.
• Excellent communication and collaboration skills for effective cross-functional engagement.
• Ability to manage competing priorities in a fast-paced, dynamic environment.
• Strong risk assessment and management skills for technology, operations, and business functions.
• Proven ability to quickly learn business processes and collaborate across organizational levels.
• Ability to adapt and exercise judgment in a dynamic environment with competing priorities.
• Familiarity with IT service management processes and ticketing systems.
• Experience with breakfix operations and ticket system management.
• Knowledge of prioritization frameworks and logic-based prioritization tools.
• Understanding of change management and release management processes.
• Proficiency in data analysis and reporting to support operational decision-making.

Additional Details

• Location: Remote
• Duration: 7 Months
• Pay Range*: $56.50 - 64
• Weekly Schedule: 40 hours
• Job Status: Non-Exempt
• Application Deadline: Apply within 72 hours of the posting date to ensure consideration.

This Role Is Eligible For The Following Benefits

• Medical, dental & vision
• Hospital plans
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents)
• Company paid short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Employee Assistance Program
• Time Off/Leave(PTO, Allegis Group Paid Family Leave, Parental Leave)

Benefits are subject to change and may be subject to specific elections, plan, or program terms. AGS is an Equal Opportunity Employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email accommodation@allegisglobalsolutions.com for other accommodation options. In accordance with the Immigration Reform and Control Act of 1986, employment is contingent upon verification of identity and authorization to work in the United States. All persons hired will be required to complete Form I-9 and provide acceptable documentation as required by law. Please note that we may use artificial intelligence (AI) tools to screen, assess, or select applicants for this position. These tools may analyze application materials and assist our team in identifying candidates whose qualifications best match the requirements of the role. If you have questions about our use of AI in the hiring process, or would like more information, please contact us.

• We reserve the right to pay above or below the posted wage based on factors unrelated to protected classifications.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.