This role supports the end-to-end execution of IT projects within a Managed Service Provider framework, ensuring timely and compliant delivery across diverse client environments. You will play a central part in organizing project workflows, aligning resources, and maintaining rigorous documentation standards.
Key Responsibilities
- Facilitate project onboarding, scope clarification, and statement of work development for concurrent client engagements.
- Coordinate scheduling and resource allocation across engineering, NOC/SOC, service desk, and third-party vendors.
- Monitor project timelines, dependencies, and milestones using Teamwork or similar platforms.
- Support budget oversight by tracking task completion against financial benchmarks.
- Collaborate with the PMO to uphold governance practices, including change control, data compliance, and documentation integrity.
- Develop and maintain client-ready materials such as runbooks, SOPs, and project status reports.
- Integrate project activities with existing RMM, PSA, ticketing, and alerting systems to ensure consistency.
- Ensure all project-related work is accurately logged, assigned, and tracked in the PSA environment.
- Partner with dispatch teams to schedule engineering resources efficiently.
- Stay informed about client SLAs to prevent project work from interfering with ongoing operations.
- Lead knowledge transfer efforts during project handoff to support teams, ensuring full documentation and readiness.
- Support user acceptance testing and final validation of deliverables.
- Manage logistics for device provisioning, system migrations, upgrades, and deployments.
- Complete project closeout tasks, including updating assets, closing tickets, and capturing lessons learned.
- Act as a liaison between clients, engineers, vendors, and project leads to maintain alignment.
- Deliver regular updates on progress, risks, and upcoming milestones.
- Organize and lead project meetings, documenting decisions and follow-up actions.
- Help balance expectations between technical teams and client stakeholders.
Qualifications
Candidates should bring experience in fast-moving, multi-team environments with strong organizational and communication abilities. You must be comfortable managing several client projects at once and supporting planning, execution, and reporting functions.
Proficiency with project management tools—particularly Teamwork—is required. Familiarity with MSP operations, SLA-driven workflows, and project governance frameworks is essential. Strong attention to detail and the ability to communicate clearly with both technical and non-technical parties are critical.
Prior exposure to PMO support, change management, data governance, or IT budgeting is advantageous. Experience with RMM, PSA, and ticketing systems is preferred.
