Managed Service Provider

Job description

Working Hours:

• Mon-Fri, 8:00AM to 5:00PM PACIFIC TIME

Reporting Relationship:

• Reports to Director of Operations and Chief Operations Officer
• Works Directly with Operations Service Coordinator for Technical Advisors Schedules
• Works directly with Technical Advisors coordinating their project involvement.
• Works directly with Account Advisors to support and manage the implementation of their client projects.

Qualifications and Responsibilities for Operations Project Coordinator

• The ideal candidate will have two years of experience as a Project Coordinator or a similar role.
• Have a passion for technology with some experience in project management.
• Have experience in the IT/Managed Services industry.
• Be proficient in O365 applications including Word/Excel/Teams/Notes/SharePoint
• Team-oriented work style with proactive problem-solving skills
• Always have a positive demeanor with clients regardless of the situation.
• Ability to work in a fast paced, regularly changing environment with the ability to work on multiple projects simultaneously.
• Ability to work independently and is a self-starter to meet the daily needs of the position.
• Have exceptional organizational skills.
• Excellent writing, verbal and interpersonal skills are required with the ability to communicate effectively.
• Process-driven, with the ability to recommend and implement changes for process improvement.
• Some experience as a team lead or equivalent leadership role. Though not a supervisory role, this position requires holding accountable personnel to complete all aspects of a project in a timely and thorough manner in accordance with company and client expectations and protocols, navigating the occasional challenging client expectations, and using diplomacy to resolve conflicts.
• Experience with a PSA or Project Management database - ConnectWise Manage/PSA experience a plus.
• Must have a positive, friendly, disposition.
• Be willing to work some overtime to meet scheduling timelines for projects.
• This position can be an in-office, remote or hybrid position based on the candidate's experience, location, remote abilities, and the ability to meet the needs of the company.

Job Duties

• The duties of the Project Coordinator include,
• Manage and assume responsibility for efficient and prompt implementation of all new projects.
• Consistent hands-on management of all Project activities including schedule coordination both with team members and client, vendor ordering and management, sub-contractor management and coordination, client engagement and internal documentation.
• Manage and assume responsibility for maintaining Project budgets for parts and time tied to each individual project.
• Manage and assume responsibility to fulfill polices and meet standards of performance for Project to maximize efficiency of manpower available by working closely with Operations Service Coordinator
• Schedule and conduct internal team hand-off meetings that include the Account Advisor who sold the project, the lead project Technical Advisor, Director of Operations and any other internal team members associated with implementation for every project.
• Manage and assume responsibility for service delivery for each Project as outlined with each specific Scope of Work.
• Verify that all Projects have proper Work Plan with tickets created and assigned so every team member knows what their role is.
• Manage and assume responsibility for anticipating and communicating out of Scope Project needs to both the client and Company Account Advisor to ensure that Change Orders can be executed if necessary.
• Ensure that notes on all project tickets have been accurately entered in ConnectWise PSA/Manage and that all parts, associated warranty information, and any Agreements have been accurately entered and coded to the appropriate client account in ConnectWise Manage.
• Verify that customer account data in ConnectWise Manage is verified for accuracy and completeness upon the completion of each Project and updated or corrected appropriately by ATS team members.
• Maintain a system of customer satisfaction follow up calls to assure that project implementation was satisfactory, and that appropriate callbacks or internal escalation is initiated to remedy any shortcomings. Provide the Director of Operations with satisfaction ratings by Project monthly.
• Coordinate all Technical Advisor dispatching with Company Operations Service Coordinator.
• Upon project implementation, review all tickets and documents and prepare project to be forwarded to finance group for accurate and timely billing.
• Be an active member of the Operations Team and be willing to assist in a support capacity with the Company Contact Center responsible for prompt, efficient and courteous processing of all client engagements when demand dictates.
• Participate in weekly Technical Advisor & Project Coordinator team meetings.
• Assure the fulfillment of all Department policies and procedures.
• Adhere to all Company Policies & Procedures including the Employee Handbook and enforce all policies within the Operations Department.

Job Type: Full-time

Pay: $22.00 - $35.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Are you able to work Monday through Friday 8AM to 5PM PACIFIC TIME?
• Do you have experience working with ConnectWise Manage / PSA software?

Experience:

• IT Project Management: 2 years (Required)

Work Location: Hybrid