MSP Operations Coordinator / L1 Helpdesk

About the Role

We are seeking an organized, proactive MSP Operations Coordinator to serve as the right hand to the owner of a growing US-based Managed Service Provider. This is primarily an operations and administrative role, with the ability to step in and handle Level 1 helpdesk tickets when needed. You will keep the business running smoothly across many small client accounts by staying on top of the inbox, billing, licensing, vendors, and scheduling.

Key Responsibilities

• Triage the shared inbox and task queue, prioritizing and routing items to the right owner
• Perform monthly billing and license reconciliation (Microsoft 365 and other SaaS/vendor licenses) across client accounts
• Follow up with vendors and distributors on orders, quotes, and renewals; track upcoming renewal dates
• Manage scheduling and calendar coordination for the owner, clients, and onsite/remote work
• Create and maintain internal and client documentation (procedures, account notes, asset and license records)
• Work first-line (L1) tickets in the PSA: password resets, M365 user setup and changes, basic troubleshooting, and escalation when needed
• Keep client records, tickets, and tasks accurate and up to date in the PSA and documentation tools

Requirements

• 2+ years of admin or operations experience, ideally at an MSP or IT support company
• Working knowledge of Microsoft 365 administration (users, licenses, mailboxes)
• Hands-on experience with a ticketing system / PSA (e.g., ConnectWise, Autotask, HaloPSA, or similar)
• Strong organization and follow-through across many small accounts and competing priorities
• Excellent written and verbal English communication; comfortable speaking with clients and vendors
• Detail-oriented with billing, invoices, and license counts
• Able to work US Eastern Time business hours

Nice to Have

• Experience with Microsoft 365 / Pax8 or other distributor billing portals
• Prior experience as an executive or virtual assistant to a business owner
• Basic helpdesk troubleshooting (Windows, printers, network connectivity)

Work Setup

• Fully remote, full-time (40 hours/week), US business hours
• Independent contractor engagement through Ibex Staffing Solutions
• Equipment provided