Service Desk & Project Coordinator (MSP)

About the Role
We are hiring a technical lead to run the service desk, project portfolio and procurement for a managed services team supporting North American clients. You will lead the engineers day to day: setting priorities, managing workload, coaching the team and handling escalations. You will own the ticket board, including triage, dispatch, status hygiene and SLA follow-through, and you will have the technical depth to assess tickets properly, resolve issues yourself when needed, and route the rest to the right engineer. You will coordinate client projects across multiple accounts, tracking each one per client, running the weekly project huddle, chasing what is waiting on clients or vendors, and reporting status to leadership. You will also handle IT procurement end to end: preparing quotes, raising and tracking purchase orders, and managing licence renewals so nothing lapses.

Requirements

• At least 5 years of experience within an MSP, spanning service desk coordination and hands-on technical work

• Proven experience leading a service desk or engineering team, including:

  • setting daily priorities and managing workload
  • coaching L1/L2 engineers
  • owning technical and client escalations

• Background as an L2/L3 technician or engineer, with the ability to troubleshoot and resolve tickets hands-on

• Working knowledge of Microsoft 365 administration: users, licences, Exchange Online, Teams, Entra ID

• Working knowledge of Windows desktop and server, Active Directory, DNS and DHCP

• Networking fundamentals: firewalls, VPN, switching and Wi-Fi

• Enough technical understanding to scope project tasks, sequence the work and check that it was delivered properly

• Proven experience coordinating IT projects across multiple clients at once, including scheduling engineers, tracking tasks and hours, and reporting status to leadership

• Hands-on IT procurement experience within an MSP, including:

  • preparing hardware and software quotes
  • raising and tracking purchase orders
  • ordering through distributors and vendors
  • tracking deliveries

• Experience managing software and cloud licence renewals, including Microsoft 365 / CSP subscriptions, against renewal cutoff dates

• Hands-on experience with ConnectWise Manage (PSA): service boards, ticket statuses, scheduling, time entries and procurement

• Strong understanding of SLAs, ticket triage, prioritization and escalation

• Experience running project status meetings and keeping a project register current

• Experience coordinating client onboarding and offboarding is an advantage

• Familiarity with the Kaseya stack is an advantage

• Excellent written and spoken English, with experience communicating directly with North American clients

• Strong Excel and reporting skills

• ITIL Foundation, CAPM, PMP or Microsoft certifications are an advantage

• Immediate start preferred