Project Coordinator / Autotask MSP Dispatcher for Microsoft Focused CyberSecurity Firm

The Project Coordinator / Autotask Dispatcher is responsible for keeping customer work moving smoothly through Agile IT’s delivery teams. This role owns ticket and task dispatching in Autotask, coordinates project schedules, and ensures engineers are working on the right things at the right time. They are the operational “air traffic controller” for projects and service requests, helping Agile IT deliver a consistent, high‑quality customer experience and protect project margins.

Key Responsibilities

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.

Required Qualifications

• 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.).

Preferred Qualifications

• Experience in a Microsoft-focused MSP / cloud / security consulting environment.

• Familiarity with basic project management concepts (RAID logs, change control, milestones, acceptance criteria).

• Understanding of SLAs, utilization, and margin/financial implications of scheduling decisions.

• ITIL, CAPM, or similar entry‑level project/service management certifications (nice to have, not required).

Compensation & benefits

• Competitive compensation

• Comprehensive benefits (medical, retirement, PTO, professional development).

• Mission‑driven work that directly strengthens the national security supply chain.