Agile IT

Compensation

Full Description

Job Description: • Ticket & Work Dispatching (Autotask / PSA) • Monitor project and service queues in Autotask and other PSA boards • Assign and dispatch tickets to the appropriate engineers based on skills, availability, and priority, and follow up to ensure work is progressing • Update ticket statuses, scheduling, and notes so that boards are always current and reflect reality • Escalate urgent or at‑risk tickets to project managers, Customer Success, or leadership as needed • Project Coordination • Build and maintain detailed project schedules, timelines, and calendars; adjust as dates change and communicate updates to internal and client stakeholders • Create and manage project tasks in Autotask, making sure all work is broken into clear, assignable items with due dates and dependencies • Schedule internal and client project meetings (kicks‑offs, working sessions, status calls), prepare agendas, and capture notes and action items • Publish regular project status updates (summary emails, dashboards, PSA notes) and ensure documentation is complete before handing over to support / Customer Success at project close • Change, Documentation & Partner Administration • Assist with change management by drafting change requests/change orders, tracking approvals, and updating project plans and tickets once changes are approved • Support evidence/documentation collection for compliance and security projects, coordinating with engineers and Customer Success • Submit and track any required Microsoft partner paperwork for projects (e.g., CPoR, PAL, references) so Agile IT receives full credit for Microsoft‑aligned work • Customer & Internal Communication • Serve as a primary coordination point for customers on scheduling, logistics, and basic status questions, routing technical issues to the right resources • Coordinate escalations by making sure the right team members are engaged and tracking resolution to closure • Help maintain high customer satisfaction through clear expectation setting, timely updates, and professional follow‑through • Operational Hygiene & Continuous Improvement • Enforce PSA hygiene: time entry completeness, correct ticket types/queues, and accurate milestones • Identify bottlenecks in scheduling or dispatching and propose improvements to workflows, templates, and dashboards • Help maintain and improve SOPs related to dispatching, project coordination, and Autotask usage Requirements: • Experience with a PSA tool (Autotask strongly preferred; ConnectWise or similar acceptable with willingness to learn Autotask quickly) • 2–4+ years in IT services, MSP, or technical project coordination / service dispatch role • Strong organizational and multitasking skills; comfortable managing many tickets/projects at once • Excellent written and verbal communication; able to interact confidently with both customers and technical staff • Solid comfort with Excel/Sheets and task/project tools (Teams, Planner, Asana, etc.) Benefits: • Competitive compensation • Comprehensive benefits (medical, retirement, PTO, professional development) • Mission‑driven work that directly strengthens the national security supply chain