[Remote] Project Coordinator / Autotask Dispatcher for Cybersecurity MSP/MSSP

Note: The job is a remote job and is open to candidates in USA. Agile IT is a Microsoft-focused consulting and managed services provider. The Project Coordinator / Autotask Dispatcher is responsible for keeping customer work moving smoothly through delivery teams, coordinating project schedules, and ensuring engineers are working efficiently to deliver high-quality customer experiences.

Responsibilities

• Monitor project and service queues in Autotask and other PSA boards.
• Assign and dispatch tickets to the appropriate engineers based on skills, availability, and priority, and follow up to ensure work is progressing.
• Update ticket statuses, scheduling, and notes so that boards are always current and reflect reality.
• Escalate urgent or at-risk tickets to project managers, Customer Success, or leadership as needed.
• Build and maintain detailed project schedules, timelines, and calendars; adjust as dates change and communicate updates to internal and client stakeholders.
• Create and manage project tasks in Autotask, making sure all work is broken into clear, assignable items with due dates and dependencies.
• Schedule internal and client project meetings (kicks-offs, working sessions, status calls), prepare agendas, and capture notes and action items.
• Publish regular project status updates (summary emails, dashboards, PSA notes) and ensure documentation is complete before handing over to support / Customer Success at project close.
• Assist with change management by drafting change requests/change orders, tracking approvals, and updating project plans and tickets once changes are approved.
• Support evidence/documentation collection for compliance and security projects, coordinating with engineers and Customer Success.
• Submit and track any required Microsoft partner paperwork for projects (e.g., CPoR, PAL, references) so Agile IT receives full credit for Microsoft-aligned work.
• Serve as a primary coordination point for customers on scheduling, logistics, and basic status questions, routing technical issues to the right resources.
• Coordinate escalations by making sure the right team members are engaged and tracking resolution to closure.
• Help maintain high customer satisfaction through clear expectation setting, timely updates, and professional follow-through.
• Enforce PSA hygiene: time entry completeness, correct ticket types/queues, and accurate milestones.
• Identify bottlenecks in scheduling or dispatching and propose improvements to workflows, templates, and dashboards.
• Help maintain and improve SOPs related to dispatching, project coordination, and Autotask usage.

Skills

• Experience with a PSA tool (Autotask strongly preferred; ConnectWise or similar acceptable with willingness to learn Autotask quickly).
• 2–4+ years in IT services, MSP, or technical project coordination / service dispatch role.
• Strong organizational and multitasking skills; comfortable managing many tickets/projects at once.
• Excellent written and verbal communication; able to interact confidently with both customers and technical staff.
• Solid comfort with Excel/Sheets and task/project tools (Teams, Planner, Asana, etc.).
• Experience in a Microsoft-focused MSP / cloud / security consulting environment.
• Familiarity with basic project management concepts (RAID logs, change control, milestones, acceptance criteria).
• Understanding of SLAs, utilization, and margin/financial implications of scheduling decisions.
• ITIL, CAPM, or similar entry-level project/service management certifications (nice to have, not required).

Benefits

• Competitive compensation
• Comprehensive benefits (medical, retirement, PTO, professional development)
• Mission‑driven work that directly strengthens the national security supply chain

Company Overview

• Advanced Microsoft Technology Solutions It was founded in 2004, and is headquartered in San Diego, California, USA, with a workforce of 11-50 employees. Its website is http://www.AgileIT.com.

Company H1B Sponsorship

• Agile IT has a track record of offering H1B sponsorships, with 4 in 2021. Please note that this does not guarantee sponsorship for this specific role.

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