MSP Coordinator

The Service Operations Lead's primary responsibilities include performing general administrative functions, coordinating, and monitoring day-to-day activities for Service Operations, and overseeing various projects and service agreements. This role involves collaboration with internal teams and clients, acting as a liaison between finance and other departments such as sales, IT, customer service, technical teams, vendors, and clients to ensure operations run efficiently.

Responsibilities:

• Perform general administrative functions, including emails, ad hoc meetings, and telephone calls.
• Coordinate, monitor, and provide oversight over the day-to-day activities of Service Operations ongoing business agreements, projects, and Time and Material(T&M) agreements.
• Coordinate installation of product orders, warranty work requests, subcontractor onboarding, and purchase orders for customer projects.
• Review and approve timesheets for subcontractors and upload documents to facilitate billing and accounts payable.
• Review and set up new agreements in CRM (Customer Relationship Management System).
• Function as the primary point of contact for incoming service requests, ensuring they are logged, prioritized, and assigned to the appropriate technical team for resolution.
• Monitor and track incidents, ensure timely updates are provided to clients, and coordinate efforts for quick resolution.
• Facilitate and coordinate client requests for changes in the service, ensuring that risks are assessed, and changes are approved and implemented according to process.
• Ensure all service delivery documentation is accurate and up to date, including service records, incident reports, and change requests.
• Communicate with third-party vendors involved in service delivery, ensuring they adhere to agreed timelines and service standards.
• Manage escalations from clients or internal teams, ensuring timely and appropriate resolution to maintain service quality.
• Support the financial close process and participate in reviewing and validating preliminary financial reports and billing schedules.

Qualifications:

• Experience working with a Managed Services Provider (MSP).
• Proven experience in administrative functions and project coordination.
• Strong organizational, problem-solving, and multitasking skills.
• Experience working with remote and distributed teams.
• Ability to work in a demanding environment.
• Excellent communication (verbal and written) and people skills.
• Proficiency in using accounting workbooks, financial reporting tools and MS Office (Word, Excel, Power Point).
• Experience with ConnectWise or similar CRM systems is a plus.

Educational Requirements:

• Bachelor’s degree in business administration or a related field, or equivalent experience.
• Minimum of 3 years of experience in a Managed Service Provider organization.