Project Coordinator / Project Manager (MSP)

Job Snapshot

Start Date: ASAP

About the Role

Our Canadian MSP client needs a dedicated Project Coordinator / Project Manager with proven MSP field delivery experience to coordinate and manage their projects from reception to conclusion — ensuring disciplined follow-ups, rigorous budget alignment, and clean handoffs at every stage.

This is a hands-on ownership role, not a paperwork role. You will take a project the moment it is booked (reception), drive it through scoping, engineering kickoff, execution, client acceptance, and formal closeout (conclusion). Along the way you will enforce budget discipline, chase every action item, keep engineers and vendors accountable, and give the client's leadership a single, reliable voice on project status.

The ideal candidate has lived inside a ConnectWise PSA (or equivalent) ticket queue, has run MSP infrastructure rollouts end-to-end, and understands the cadence of managed services delivery — change windows, client sign-offs, vendor PO tracking, scope control, and executive status communication.

• Coordinate and manage projects from reception to conclusion.
• Ensure follow-ups — nothing stalls, nothing falls through, nothing needs to be chased twice.
• Ensure budget alignment — projects stay on number, overages are flagged early with a path back to green.
• Bring MSP field experience — you have done this work inside an MSP, not adjacent to one.

• Reception to Conclusion: Own the full project lifecycle — intake, scoping, kickoff, execution, UAT, client sign-off, invoicing milestone release, and post-project review. You are accountable from the first ticket to the final invoice.
• Budget Alignment: Own burn rate against SOW. Track actual vs. planned hours weekly, forecast landing position, flag overages the same week they emerge, and bring a written mitigation plan — never surprises at closeout.
• Follow-Up Discipline: Run the follow-up layer that MSPs always lose. Every action item has an owner, a due date, and a check-in. Engineers, vendors, and clients all know you will circle back.
• Single Point of Contact: Be the one voice for project status between the client's end customers, engineering teams, vendors, and MSP leadership. No daisy-chain communications.
• Coordinate multi-stakeholder projects — infrastructure deployments, Citrix/VDI rollouts, cloud migrations, backup/DR builds, security implementations, M365 migrations.
• Maintain project documentation in ConnectWise PSA and IT Glue: work plans, RAID logs, weekly status reports, change records, decision logs.
• Run weekly status calls, steering committees, and contribute to QBR decks with project summaries and lookahead.
• Coordinate vendor engagement end-to-end — quoting, licensing, PO tracking, delivery acceptance, warranty and renewal capture.
• Enforce change management: scope changes go through a written change request, estimated, and signed off before work begins.
• Surface risks with proposed mitigations — never just a problem, always a path forward.
• Produce weekly leadership status reports: projects on track / at risk / red, with owners, next actions, and dollar impact.

• 5+ years of project coordination or project management experience with a minimum of 3 years inside an MSP (non-negotiable).
• Hands-on experience with PSA/ticketing platforms — ConnectWise PSA (Manage) strongly preferred; Autotask, HaloPSA, or Kaseya BMS acceptable.
• Documented track record managing MSP service delivery projects end-to-end: infrastructure migrations, VDI/Citrix rollouts, M365 migrations, backup/DR builds, or security deployments.
• Budget tracking and financial reporting for professional services engagements — you have owned burn rate, not just status.
• Strong stakeholder management across clients, engineers, vendors, and executives.
• Ability to translate cleanly between technical engineers and non-technical business stakeholders.
• Excellent written and spoken English — client-facing from day one, Canadian professional tone.
• Proficient with MS Project, Smartsheet, or equivalent; strong Excel reporting skills.
• Proactive communication style. The client has explicitly asked for someone who drives follow-ups rather than waits for them.
• Ability to work night shift (EDT/EST hours) consistently.

• PMP, PRINCE2 Practitioner, or CAPM
• ITIL v4 Foundation (minimum) — Practitioner or Managing Professional is a plus
• ConnectWise University certifications (PSA, Manage, Sell)

• Experience coordinating Citrix, VMware, AVD, or Omnissa Horizon rollouts.
• Familiarity with IT Glue documentation, ScreenConnect, Veeam, and enterprise backup platforms.
• Exposure to compliance-driven projects (SOC 2, ISO 27001, NIST CSF, PCI-DSS).
• Agile/Scrum fundamentals for hybrid waterfall-agile delivery.