The IT Project Coordinator is accountable for planning, coordinating, controlling, and closing technology projects across Ohio Business Machine's service portfolio. This role turns approved scopes into executable project plans, schedules the right resources, keeps clients informed, maintains accurate ConnectWise project records, and ensures every project is ready for billing, support, and long-term client success. Primary outcome: Projects move predictably from sale to completion, with clear ownership, clean data, accurate reporting, prepared resources, documented outcomes, and a professional client experience. Essential responsibilities Project planning and lifecycle ownership
- Translate approved proposals, statements of work, and engineering designs into complete ConnectWise projects with phases, tickets, milestones, dependencies, owners, labor budgets, products, target dates, and acceptance criteria.
- Lead internal and client kickoff meetings, confirm scope and responsibilities, identify prerequisites, establish the communication cadence, and publish a realistic baseline schedule.
- Own project progress from initiation through closeout; continuously reforecast dates, remaining effort, risks, and resource needs, while maintaining scope control through documented changes, estimates, and approvals. Resource scheduling and job readiness
- Schedule engineers, help desk staff, low-voltage technicians, installers, vendors, and other resources based on skill requirements, geography, availability, project priority, and client commitments.
- Balance capacity across active projects, resolve scheduling conflicts, coordinate after-hours work and travel, and escalate constraints before they affect client commitments.
- Confirm each scheduled job is ready to execute, including approved scope, equipment, licensing, access, contacts, technical prerequisites, implementation and rollback plans, subcontractors, and multi-site requirements. Client communication and timeline management
- Serve as the primary project communication contact and provide clear, professional updates at least weekly, or more frequently when project risk or activity requires it.
- Communicate milestones, upcoming work, decisions, client responsibilities, downtime expectations, schedule changes, risks, and next steps in language the client can understand.
- Track client decisions, approvals, dependencies, and action items; manage expectations honestly, escalate concerns early, and coordinate recovery plans when scope, cost, quality, or schedule is at risk. ConnectWise project administration and data quality
- Keep every assigned ConnectWise project accurate, current, and easy to understand, including status, percent complete, dates, phases, tickets, assignments, contacts, products, purchasing status, notes, risks, issues, and next actions.
- Review projects routinely for stale dates, duplicate or missing tickets, unassigned work, incomplete notes, unsupported time, purchasing dependencies, and inaccurate forecasts; ensure tickets contain clear work plans, budgets, documentation requirements, client-impact notes, and completion criteria.
- Maintain data quality that supports operational decisions, invoicing, revenue recognition, utilization analysis, backlog reporting, and executive visibility. Project templates and process governance
- Create, standardize, test, and maintain ConnectWise project templates for repeatable project types across Managed IT, infrastructure, Microsoft 365, cybersecurity, VOIP, low voltage, physical security, and related technology services.
- Build templates with appropriate phases, tickets, dependencies, roles, estimated hours, documentation requirements, quality checks, client communications, procurement steps, and closeout activities.
- Establish consistent naming, statuses, stage gates, handoffs, and checklists, and update templates and procedures based on lessons learned, performance data, vendor changes, team feedback, and portfolio changes. Procurement and equipment coordination
- Validate bills of materials and required licensing against the approved scope, engineering design, standards, and client environment before orders are released.
- Coordinate with procurement, sales, engineers, vendors, and administrative staff to ensure the correct equipment is ordered in the correct quantities and delivered to the correct location on time.
- Track orders, backorders, substitutions, freight, inventory allocation, staging, serial numbers, and material dependencies; confirm equipment, licensing, configurations, accessories, cabling, and prerequisites before dispatching resources. Documentation and quality control
- Ensure project team members document work accurately and on time in ConnectWise, IT Glue, client records, and other approved systems.
- Verify documentation includes meaningful time entries, implementation notes, as-built information, configuration details, diagrams, photographs, serial numbers, warranty information, test results, and secure credential handling where applicable.
- Review deliverables against scope, standards, acceptance criteria, and documentation requirements; coordinate correction of incomplete or inconsistent records before work is presented as complete. Reporting, forecasting, and portfolio visibility
- Create and maintain accurate project reporting for active work, backlog, milestones, resource capacity, schedule variance, budgeted versus actual hours, risks, issues, procurement constraints, aging, completion forecasts, and closeout status.
- Provide routine portfolio updates to directors and other stakeholders, highlighting decisions needed, blocked work, revenue-impacting items, client concerns, and resource constraints.
- Maintain credible completion and labor forecasts using actual time, remaining work, dependencies, and team feedback, and ensure reporting supports billing readiness, revenue forecasting, margin review, staffing, and continuous improvement. Cross-team coordination
- Coordinate project activity across sales representatives, vCIOs, solutions engineers, project engineers, help desk, low-voltage and installation teams, directors, procurement, finance, and administrative staff.
- Facilitate clean handoffs from sales and solution design into delivery, ensuring scope, assumptions, exclusions, pricing, client expectations, and technical decisions are understood before execution begins.
- Maintain clear ownership for every task and dependency, document decisions, hold stakeholders accountable, and coordinate with service leadership when project work creates support risk or affects other scheduled client work. Project closeout and support handoff
- Manage punch lists, testing, client acceptance, training, outstanding changes, documentation, warranty and licensing records, and final deliverables through completion.
- Confirm all time, products, expenses, purchase orders, subcontractor costs, approvals, notes, and billing triggers are complete and accurate before requesting financial closeout.
- Conduct a structured handoff to the help desk, vCIO, account owner, and other support teams; close records promptly, capture lessons learned, and provide the client with a clear completion and ongoing-support summary. Continuous improvement
- Analyze project delays, rework, budget variance, documentation gaps, procurement issues, communication failures, and client feedback to identify root causes and corrective actions.
- Recommend and implement improvements to ConnectWise configuration, templates, workflows, automation, reporting, standards, and training.
- Share lessons learned, track corrective actions through completion, and measure whether changes improve predictability, quality, efficiency, client satisfaction, or profitability. Measures of success Performance measures may be converted into formal quarterly targets as reporting baselines mature. Core indicators include:
- On-time milestone and project completion performance, with aging and stale projects actively reduced.
- Accurate labor forecasts and controlled variance between estimated, actual, and remaining hours.
- Consistent, timely client communications and documented decisions, dependencies, risks, and next steps.
- ConnectWise project records that pass routine data-quality reviews and support reliable operational and financial reporting.
- Fewer preventable delays caused by missing equipment, licensing, access, prerequisites, approvals, or resource conflicts.
- Complete documentation, client acceptance, financial readiness, and support handoff within the established closeout standard.
- Positive client and internal stakeholder feedback, with issues escalated early and resolved professionally.
- Demonstrated implementation of process improvements that reduce rework, improve margin, or increase delivery capacity. Required qualifications
- One or more years of project management, service delivery, implementation coordination, or operations experience; experience in an MSP, IT services, systems integrator, low-voltage, physical security, or technology environment is strongly preferred.
- Demonstrated ability to manage multiple concurrent client projects with competing deadlines, dependencies, resources, and priorities.
- Strong working knowledge of project planning, scheduling, risk management, change control, procurement coordination, quality control, and project closeout.
- Excellent written and verbal communication skills, including the ability to translate technical activity into clear client-facing updates.
- High attention to detail and a record of maintaining accurate operational data, documentation, reporting, and follow-through.
- Ability to lead without relying solely on direct authority, hold stakeholders accountable, resolve conflict constructively, and escalate with sound judgment.
- Proficiency with Microsoft 365 applications and project reporting tools; ability to learn and manage PSA, documentation, procurement, and dashboard platforms. Preferred qualifications
- Hands-on experience with ConnectWise PSA/Manage project boards, project templates, work plans, resource scheduling, products, purchasing workflows, time entry, and reporting.
- Technical familiarity with common MSP project areas such as network infrastructure, firewalls, switches, wireless, servers, Microsoft 365, cybersecurity, backup, VOIP, low voltage, cameras, access control, and intercom systems.
- Experience with IT Glue, BrightGauge, Power BI, Microsoft Project, or comparable documentation, analytics, and scheduling tools.
- Associate or bachelor's degree in business, information technology, project management, or a related field, or equivalent professional experience.
- PMP, CAPM, ITIL, CompTIA Project+, or comparable project/service-management certification. Core competencies
- Ownership and follow-through
- Client communication and expectation management
- Planning, organization, and prioritization
- Cross-functional leadership and collaboration
- Data accuracy and reporting discipline
- Risk identification, problem solving, and sound escalation
- Process design and continuous improvement
- Commercial awareness, including time, scope, cost, margin, and billing readiness Work environment and expectations
- Work is performed in office, remote, warehouse/staging, and client-site environments depending on project needs.
- Regular travel among OBM offices and client locations within Ohio may be required; occasional overnight travel may be necessary.
- Some projects require early-morning, evening, weekend, or after-hours maintenance windows and cutovers.
- The role must be able to manage periods of high activity, shifting priorities, and urgent client-impacting issues while maintaining professional communication and accurate records. Pay Range $55,000 - $65,000