Role overview:
The Project Coordinator sets up new IT infrastructure projects, assigns engineers, gets hardware ordered, and keeps the customer informed until each project is handed to a Project Manager. The role is client-facing: after the sale, the coordinator is the first person to contact the customer. This position also runs small workstation deployment projects end to end, including coordinating workstation setup with the client. Projects involve network infrastructure (servers, switches, wireless access points), not software development. In one line: set up each project, assign it out, and fix whatever goes wrong along the way.
Key responsibilities:
The coordinator sets up about 10–12 projects a week (around 40 a month) for an assigned region, and must act on each new project within 5 working days.
1. Pick up new projects from the regional landing board, where Finance creates them.
2. Set up each project in ConnectWise: import the scope through ScopeStack, review the customer quote and service ticket, and break the work down into phases and hours.
3. Send the customer a kickoff email summarizing the quote and scope they signed. Resolve any mismatch if the customer disputes what they signed for.
4. Assign engineers using the ConnectWise dispatch portal. Match each engineer's availability (40 hours a week) and expertise to the project.
5. Order hardware with the procurement team and track it to delivery.
6. Give the customer an estimated start date once the hardware ETA is confirmed.
7. Manage the backlog and hand each project to a Project Manager about 4 weeks before its start date.
8. Handle issues before handover, including shipping delays, warehouse follow-ups and scope disputes, and keep the customer updated throughout.
9. Run small workstation deployment projects end to end, including coordinating workstation setup with the client. Success is measured by the number of projects handled and SLA compliance
Requirements
Required Skills and Tools:
The most important trait is adapting to frequent process changes. Processes here change about every 3 months, and sometimes overnight.
Adaptability: accepts and works within changing processes without losing pace.
Communication: clear, confident written and verbal communication with customers, engineers, procurement, shipping and warehouse teams.
Problem solving: takes ownership of delays and scope disputes and drives them to closure.
Procurement coordination: comfortable placing and tracking hardware orders, which many PMs and PCs have not done before.
Scheduling: balances engineer capacity and skills across many projects at once.
Tools: ConnectWise (Manage and dispatch) and ScopeStack are used daily. Prior experience is a plus but not required, because training is given after selection. Power BI is used only lightly and isn't a hiring factor.
Qualifications and Experience:
Candidates need project coordination experience on IT infrastructure deployments, not only software projects.
- Experience as a Project Coordinator, Project Administrator or similar, preferably at an MSP or IT services company.
- Exposure to network infrastructure projects: servers, switches, wireless access points and workstation rollouts.
- Experience coordinating directly with external customers.
- Hands-on hardware procurement or order tracking is a strong plus.
- Experience with a PSA or ticketing tool, ideally ConnectWise, is a plus.
- Bachelor's degree in IT, Business or a related field (preferred)