Operations Coordinator / MSP Service Coordinator

Position Overview This role is a hybrid of: MSP Dispatcher ConnectWise Manage Administrator Service Coordinator Junior Helpdesk / Network Support Technician You will play a critical role in helping organize our service operations while assisting with low-level technical support requests. This is an ideal opportunity for someone who: Has MSP experience Understands ConnectWise Manage Enjoys organization and process improvement Wants to grow into cybersecurity, systems administration, or operations leadership ResponsibilitiesConnectWise Manage Operations Maintain and organize service boards Ensure tickets are updated, assigned, and properly documented Monitor ticket aging and SLA compliance Assist with workflow implementation and process enforcement Coordinate scheduling and dispatching Maintain customer configurations and documentation Help improve operational reporting and accountability Technical Support Handle Tier 1 helpdesk requests User onboarding and offboarding Password resets and MFA setup Microsoft 365 administration Basic networking troubleshooting Printer and workstation support Vendor coordination and escalation management Remote support assistance Customer Communication Provide professional customer updates Coordinate service appointments Follow up on outstanding requests Assist with project coordination QualificationsRequired Experience with ConnectWise Manage MSP or IT support experience Strong organizational and communication skills Ability to multitask in a fast-paced environment Basic networking knowledge Experience with Microsoft 365 administration Strong documentation habits Professional customer service skills Preferred Experience with N-able products Experience with Fortinet environments Basic cybersecurity awareness ConnectWise Automate or RMM experience Experience working in an MSP environment Technical Skills Experience with some or all of the following is preferred: ConnectWise Manage Microsoft 365 Active Directory Remote support tools Basic TCP/IP networking Windows desktop troubleshooting MFA administration Ticketing systems Documentation platforms What Success Looks Like Within the first 90 days, this role will help: Improve ticket accountability and visibility Reduce escalation noise for senior engineering staff Improve ConnectWise consistency and organization Strengthen operational workflows Improve customer communication and responsiveness Why Join OPTG? Be part of a growing cybersecurity-focused technology company Work directly with leadership and influence operations Opportunity to grow into systems administration, operations management, or cybersecurity Small team environment where your work directly impacts the company Exposure to real-world MSP and MSSP operations Schedule Monday to Friday On-site / Hybrid flexibility depending on experience Occasional after-hours support coordination Work Location Hillsdale, Michigan Apply Please submit: Resume Brief summary of MSP or ConnectWise experience Any relevant certifications or technical experience We are looking for someone who is organized, accountable, technically capable, and ready to help build operational excellence within a growing

MSP/MSSP

environment.vironment.

Pay:

$45,000.00 - $55,000.00 per year Application Question(s): How many years of experience do you have using ConnectWise Manage? Have you worked in a role responsible for both operations and customer/account coordination? Have you been responsible for holding technical teams accountable for ticket follow-up, project coordination, or service delivery? Are you comfortable working in a fast-paced, growing company environment where processes are still being built and improved?

Experience:

MSP or MSSP :

3 years (Preferred)

Work Location:

Hybrid remote in Hillsdale, MI 49242