Job Description

Position Description:

The Project Coordinator is responsible for ensuring the successful delivery of projects. In this role, you will assist in planning, overseeing and documenting all aspects of projects ensuring that all projects are delivered from inception to completion. Your primary responsibility is to coordinate project activities, ensuring that tasks are completed on time, within scope, and in line with project objectives.


You will support continuous communication with clients by providing regular updates via email, phone, or weekly reports. Additionally, you are responsible for accurately capturing all aspects of the project in the required systems, ensuring that documentation and details are complete, correct and up to date.


As a key liaison between service providers and clients, you will help facilitate smooth project execution, ensuring that all deliverables meet quality standards and are completed within the agreed service level agreements (SLAs).

Responsibilities:

MSP Support Responsibilities:

Ticket Management - Oversee, allocate and ensure MSP Support tickets are promptly assigned and resolved.


Assess the urgency and relevance of each ticket to prioritize effectively.


Identify and escalate any old or stale tickets to the Service Delivery Manager.

Road Engineer Coordination:

Authorize and coordinate the deployment of road engineers for MSP support when required.


Ensure that all remote troubleshooting possibilities have been exhausted before deploying a road engineer to minimize costs without purposefully detracting from the overall customer experience.

Cost Management:

Note that MSP Support includes all costs, with the goal of minimizing costs without compromising on service quality.


Any non-support-related requests are not covered by the MSP Support contract and should be raised as a potential opportunity and project. These requests can often be identified when a customer requests infrastructure changes.

MSP Agreement Alignment:

Conduct thorough assessments of customer environments to verify that the billed services match the actual resources and services utilized by the customer.

General Responsibilities:

Provide regular updates and reports to the MSP Manager on ticket status, challenges and resolutions.


Stay updated with company processes, technology solutions and best practices to ensure effective ticket management.


Work closely with all team members across the departments, ensuring clear communication and understanding of roles and expectations.


Ensure excellent customer service is provided at all times, enhancing the company's reputation.

Project Management Responsibilities:

Manage projects from inception to completion, ensuring smooth workflows, adherence to timelines and compliance with SLA requirements.


Ensure projects remain in budget and are profitable, highlighting discrepancies, and engaging with sales and the SWAT teams when projects deviate from the scope.


Track project progress, provide regular updates to ensure alignment with approved SLA requirements and support performance review processes where necessary.


Ensure projects are delivered on time and escalate delays when necessary.


Act as a liaison between vendors, technical resources, and clients to facilitate clear communication and smooth project rollouts.


Coordinate technical resource allocation with the Service Desk Manager to support project tasks.


Ensure all project-related documentation and CRM/Project systems are up-to-date and accurate.


Compile and distribute project reports and feedback efficiently within required timeframes.


Identify potential project risks and delays, provide timely feedback to stakeholders, and propose solutions to maintain project integrity.


Engage professionally with suppliers and customers, managing meetings and reporting project status to senior management.


Coordinate scope definition sessions with clients, technical resources and Account Managers to ensure clear project objectives and requirements.


Create and manage detailed project plans and schedules to monitor progress and ensure timely task completion.


Organize, attend and actively participate in stakeholder meetings, ensuring action items are documented and followed up.


Serve as the first point of contact for project-related queries, ensuring client needs are met throughout the project lifecycle.


Provide actionable reports on incident trends, escalations, and project shortfalls to management.


Communicate customer queries, suggestions and requests to the appropriate internal teams to ensure prompt resolution.


Assist in task and schedule assignments in collaboration with stakeholders to ensure clarity and accountability.


Contribute to identifying, proposing, and implementing policies, procedures, and workflows to enhance project efficiency and align with best practices.


Participate in post-project review meetings to identify lessons learned and support continuous improvement efforts.


Manage and monitor project-related tickets, ensuring timely updates, resolution of issues, and proper escalation when required to maintain project timelines and service quality.