IT MSP Service Coordinator

Candidate should be a strong team player, eager to train and coach others, and willing to help out with escalations from our Helpdesk, all with a whatever-it-takes attitude and a deep desire to build and foster a process-driven service delivery team. We strongly prefer a candidate with an accredited Bachelor’s Degree in a Computer-related field of study, with a 3.25GPA or higher, but this is not required.

Our ideal candidate has 5+ years of experience with:

  • Technical roles in IT MSP Helpdesk and/or field services
  • MSP Technical Services management
    • SLAs
    • KPIs
    • Reporting
    • Leadership

Responsibilities

  • Helpdesk KPI management – measuring status and taking action to correct management concerns, e.g.
    • Measuring and trending MSP Helpdesk time to response, time to resolution, open ticket count thresholds, ticket reopens, setting up and managing workflows, alerting when KPIs are broken and reacting as appropriate.
    • Ensuring all time for all team members is entered in real time.
    • Real-time helpdesk KPI-reporting tools, including ConnectSmart, BrightGuage, and/or CWDash.
    • Reporting on and managing Helpdesk and Professional Services service boards backlogs, tracking how far ahead or behind the Helpdesk and Professional Services teams are at all times, and setting thresholds to optimize client satisfaction and team productivity.
    • Ongoing measuring and reporting for client satisfaction across all customer accounts.
  • Tee up the team, then attack the Boards
    • Reviewing Service Boards and managing via SLAs to ensure nothing falls behind nor gets dropped
      • Inbound/Triage management
      • Developing and assigning resolution plans
      • Budget hours per ticket/task/project
      • Ensuring all tickets are completed
      • Closing completed tickets and collecting surveys/feedback
    • Forecasting team productivity and scheduling out all peers’ calendars
    • Configuring, reporting, and monitoring SLAs and workflow rules for reporting on team efficiency and effectiveness
      • MSP Helpdesk (Managed Services clients/agreements)
      • Professional Services (T&M, Projects)
    • Responding to and managing any resolutions related to issues in SLA (aging, stale, detecting and reporting re-opened tickets, reporting and managing client satisfaction)
    • Product quoting and procurement/resale
    • Supporting project planning, scheduling phases, tasks, budget hours, timelines, and deadlines
    • Timesheet management for Technical Services Team: ongoing collecting, reporting, correcting, and coaching
    • Working with Finance Department to support invoicing
      • Invoice corrections, additions, etc.
      • Monthly MSA billing-quantities audit (RMM and MS AD)
    • Proactive MSP client management
      • Supporting, reporting on and testing disaster-recovery & virtualization technologies
      • Patch management strategies, tools, and methodologies, and implementing
      • IT documentation strategy and responsibility for process design and accountability for ongoing service-operations management, IT/network management, and ongoing management, revision, and documentation of workflow / processes
      • IT Lifecycle management/strategy
  • Maintaining target utilization/productivity, and “making rain” for the surrounding team by consulting with Qoverage CEO and clients, and teeing up farmed opportunities for yourself and others in the IT Helpdesk, and in the Professional Services team.
  • Define and assign tasks and relay technical information to technical people, as well as non-technical people.
  • Learn and implement best practices processes and policies using ConnectWise Manage and ConnectWise Automate (formerly Labtech RMM) ecosystem.
  • Establish solid trust-based relationships with Qoverage clients, employees, and vendors.
  • Discover how clients use their existing technologies to support business processes, and uncover and develop new opportunities to implement improvements.
  • Document clients’ network environments by gathering and organizing information.
  • Maintain awareness of client satisfaction and monitor and report client Strengths, Weaknesses/Limitations, Opportunities, and Threats (SWOT).
  • Proactively manage clients' networks to improve their ability to serve their mission.
  • Review and monitor service-ticket boards and ensure proactive network maintenance occurs consistently and efficiently.
  • Technical mentor to IT Helpdesk team. Develop and encourage others with generosity and passion.
    • Designing and support training plans
    • Employee reviews
    • Network management and administration, managing all areas of computer networks / IT, and clients’ IT-related vendors (e.g. line of business applications) as needed.
    • Troubleshooting IT Helpdesk escalations, and coaching Helpdesk technicians
  • Suggest and communicate process-improvement methodologies with a relentless pursuit of client-service improvement.
  • Maintain and honor the golden rule, and honor our company’s Mission, Vision and Values at all times.
  • Maintain a “whatever it takes” attitude to help us make clients happy at all times, day or night, weekend or holiday.
  • Seek out, test, and discover new and emerging technologies our clients will use in their day-to-day business operations for improved productivity and efficiency within their IT operations.

Technical skills

  • Physical networking/wiring (but not part of this job)
  • IP networking, routing, firewalls and VLANs
  • Virtualization with VMWare and Hyper-V, for both servers and desktops
  • Windows server administration, supporting migrations, management and troubleshooting
  • Server hardware design, including CPU and storage configuration, and forecasting performance/scalability
  • Active Directory & Group Policy support, migrations, and management
  • Windows desktop imaging, deployment, management and troubleshooting
  • IT security policies design, implementation, and management
  • Deploying and managing Office365/Exchange tenant accounts
  • Line-of-business applications for various industries (non-profit, financial, manufacturing, legal, etc.)
  • Backups & disaster-recovery planning
  • StorageCraft ShadowProtect Software
  • SonicWall firewalls
  • HP and Dell server hardware and storage
  • HP managed Ethernet switches (Layer 2/3)
  • Storage Area Networks (SAN)
  • ConnectWise Manage PSA
  • ConnectWise Automate (formerly LabTech RMM)
  • Time management, organization, and managing multiple-projects simultaneously
  • IT systems design strategy
  • Project scoping, planning, phases, tasks, budget hours, timelines, and deadlines
  • Network management and administration, managing all areas of computer networks / IT, and IT-related vendors
  • Troubleshooting IT Helpdesk escalations, and coaching Helpdesk technicians
  • IT documentation strategy and responsibility for process design and accountability for ongoing management/maintenance processes
  • IT Lifecycle management/strategy
  • Calculating Total Cost of Ownership (TCO) for IT solutions, and forecasting solutions-design strategy

Our technology standards

  • Microsoft Windows Server
  • Microsoft Active Directory and GPOs
  • Microsoft Hyper-V virtualization
  • HP, Lenovo and Dell desktops and laptops
  • HP and Dell servers
  • Enterprise-class SSD storage
  • Sonicwall firewalls
  • HP managed Ethernet switches
  • Cloud-hosted VOIP and SIP
  • Office365
    • Hosted Exchange email
    • Skype for Business (VOIP and chat)
  • ConnectWise Manage (PSA)
  • ConnectWise Automate (RMM) – formerly Labtech
  • StorageCraft on-site backups and off-site replication
  • Synology NAS iSCSI storage
  • Equalogic SAN storage

Relevant technical certs

  • A+
  • Network+
  • Project+
  • Security+
  • MCSE
  • MCSA
  • MCP
  • MCITP
  • CCNA

Apply now