Junior Service Desk Operations, MSP

About the Role

We are seeking an organized, service-minded Service Operations Coordinator to help maintain smooth day-to-day service delivery for a managed IT provider. This role is ideal for a recent graduate or early-career professional looking to build a foundation in IT operations, service management, and project coordination. You will act as a liaison between clients, service desk engineers, and service leadership.

Key Responsibilities

• Monitor incoming service requests and calls, gather key details, and document requests in the ticketing system.
• Triage and assign tickets to the appropriate service desk or engineering team based on priority, skill set, and availability.
• Coordinate engineer schedules and align team resources with client needs.
• Track ticket progress, follow up on open items, and ensure requests are moving toward resolution.
• Communicate updates between clients, engineers, and the Service Delivery Manager.
• Use ConnectWise or similar PSA tools to maintain accurate ticket details, priorities, assignments, and status updates.
• Identify recurring service issues, workflow bottlenecks, and opportunities to improve service processes.
• Support process documentation and explore ways to automate routine administrative steps.
• Assist with service reporting and operational projects.
• Provide professional, responsive customer service while coordinating requests across multiple client environments.

Requirements & Tech Stack

• ConnectWise or similar PSA/ticketing platform familiarity.
• Basic familiarity with IT concepts: help desk tickets, Microsoft 365, user accounts, endpoints, networks, cloud services, cybersecurity.
• Ticketing systems, spreadsheets, and standard business software.

Qualifications

• Recent graduate, current student, or early-career professional with less than two years of experience.
• Degree, coursework, internship, campus IT, customer service, or relevant experience in IT, business, operations, or a related field.
• Interest in IT service delivery, service desk operations, or managed service providers.
• Strong organization and follow-through skills, with the ability to manage multiple requests and changing priorities.
• Clear, professional communication skills and a customer-focused approach.
• Willingness to learn new tools, processes, and technologies.

Preferred Qualifications

• Exposure to an MSP, help desk, service desk, or IT support environment.
• Familiarity with RMM tools or IT documentation systems.
• Basic understanding of service-level agreements, ticket priorities, and escalation processes.
• Experience coordinating schedules, assignments, or workflows.

Compensation & Benefits

• Salary: $45,000–$50,000.
• Three weeks of PTO/sick leave, plus paid holidays.
• Medical, dental, vision, and life insurance.
• Product training and testing.
• Opportunity to build a career in IT service operations or project management.

Work Location & Schedule

• Location: Carrollton, TX (Onsite).
• Work Arrangement: Full-time, Monday–Friday.