Role Overview

We are looking for a highly organized and customer-focused Client Success & IT Operations Executive to join our Managed Service Provider (MSP) team.

This is not only hands-on engineering role. Instead, you will act as the operational link between our customers, IT engineers, vendors, and internal teams, ensuring that support requests, projects, hardware logistics, and customer communications are managed efficiently from start to finish.

The ideal candidate understands MSP operations, has a good technical foundation, enjoys coordinating people and processes, and takes ownership to ensure nothing falls through the cracks.

Minimum 3+ years working in a Managed Service Provider (MSP) environment.

Strong understanding of Microsoft 365 and Windows environments.

Good knowledge of networking fundamentals.

Experience using PSA and RMM platforms.

Excellent written and spoken English.

Strong organizational and multitasking skills.

Ability to prioritize effectively in a fast-paced environment.

Excellent customer service and communication skills.

Strong attention to detail and follow-through.

Key Responsibilities

Service Operations

• Monitor and manage incoming IT support tickets.
• Prioritize work based on SLAs, business impact, and customer commitments.
• Coordinate with IT engineers to ensure timely resolution of support requests.
• Track ticket progress and proactively follow up on outstanding actions.
• Escalate issues where appropriate while maintaining ownership.

Customer Success

• Act as a primary point of coordination for customer communications.
• Provide regular status updates and manage customer expectations.
• Ensure a positive and professional customer experience.
• Participate in customer meetings when required.
• Support customer onboarding and offboarding activities.

Hardware & Asset Management

• Coordinate procurement, configuration, shipping, repairs, replacements, and recycling of IT equipment.
• Track hardware orders and delivery schedules.
• Maintain accurate asset inventories and lifecycle records.
• Assist customers in selecting appropriate hardware based on business requirements.

• Operational Coordination
• Coordinate activities between customers, engineers, vendors, and logistics partners.
• Maintain documentation and ensure operational processes are followed consistently.
• Support project coordination and implementation activities.
• Ensure tasks are completed within agreed timelines.

Documentation & Reporting

• Maintain accurate client documentation.
• Update configuration records and asset information.
• Generate operational reports and dashboards.
• Track SLAs, ticket aging, and outstanding actions.
• Assist in process improvements and operational reporting.

Required Skills

• Minimum 3+ years working in a Managed Service Provider (MSP) environment.
• Strong understanding of Microsoft 365 and Windows environments.
• Good knowledge of networking fundamentals.
• Experience using PSA and RMM platforms.
• Excellent written and spoken English.
• Strong organizational and multitasking skills.
• Ability to prioritize effectively in a fast-paced environment.
• Excellent customer service and communication skills.
• Strong attention to detail and follow-through.

Preferred Experience

Experience with:

• Autotask PSA
• ConnectWise Automate
• Kaseya

Key Competencies

• Customer-first mindset.
• Strong ownership and accountability.
• Calm under pressure.
• Excellent problem-solving abilities.
• Process-oriented with high attention to detail.
• Ability to coordinate multiple priorities simultaneously.
• Collaborative team player.
• Positive attitude and willingness to learn.

Success Measures

• The successful candidate will:
• Ensure customers receive timely and accurate communication.
• Keep ticket queues organized and within SLA.
• Coordinate engineers effectively to deliver outstanding service.
• Ensure hardware logistics are completed accurately and on time.
• Maintain accurate documentation and asset records.
• Support smooth onboarding and offboarding processes.
• Build trusted relationships with customers and internal teams.
• Contribute to continuous improvement of operational processes.

Career Growth

• This role provides an excellent pathway into:
• Client Success Manager
• Service Delivery Manager
• Operations Manager
• vCIO Coordinator
• Project Manager
• MSP Operations Lead

The ideal candidate enjoys creating structure, coordinating teams, improving customer experience, and helping technology operations run efficiently while developing a long-term career within an MSP.