About Pinnacle Pinnacle is a leader in providing innovative workforce solutions, dedicated to optimizing talent acquisition and management processes. Our commitment to excellence has earned us the trust of businesses looking to enhance their talent strategies. We cultivate a dynamic and collaborative environment that empowers our employees to excel and contribute to our clients' success. Job Summary The Managed Service Provider (MSP) Coordinator is responsible for overseeing and coordinating all activities related to the MSP's services. This includes ensuring smooth communication between the client, MSP vendors, and internal teams to deliver exceptional IT solutions and services. The MSP Coordinator works to maintain high levels of service quality, customer satisfaction, and operational efficiency. Key Responsibilities: Client Relationship Management: Serve as the primary point of contact for clients utilizing MSP services. Build and maintain strong, long-term relationships with clients to ensure satisfaction and retention. Address and resolve client inquiries, issues, and concerns in a timely manner. Project Coordination: Oversee and manage IT projects from initiation to completion, ensuring they are delivered on time, within scope, and on budget. Collaborate with internal teams, vendors, and clients to define project goals, objectives, and deliverables. Track progress and provide regular updates to clients and stakeholders. Service Delivery & Support: Coordinate and monitor the execution of day-to-day managed services, ensuring SLA compliance and high-quality service delivery. Work with technical teams to ensure efficient problem resolution and minimize downtime for clients. Ensure proper escalation of issues to senior technical staff or external vendors when necessary. Vendor Management: Maintain relationships with third-party vendors and service providers, ensuring they meet contractual obligations and service standards. Monitor vendor performance and address any service discrepancies promptly. Reporting & Documentation: Generate and review regular reports on service performance, IT metrics, and KPIs. Maintain accurate records of client interactions, issues, resolutions, and service requests. Prepare service level agreements (SLAs) and ensure adherence to contractual terms. Process Improvement: Continuously assess and improve MSP processes and workflows to optimize service delivery and enhance client satisfaction. Identify areas for automation or efficiency improvements within the MSP environment. Team Collaboration: Coordinate with internal technical teams to ensure alignment and smooth execution of client requirements. Provide support to sales and marketing teams when needed, including preparing quotes, proposals, and assisting with client onboarding. Experience: Proven experience (4+ years) in managing or coordinating managed IT services, IT project management, or related roles. Familiarity with IT service management frameworks (e.g., ITIL) is a plus. Skills: Strong organizational and time management skills. Excellent communication and interpersonal abilities. Proficient in project management software (e.g., Asana, Jira, or Trello). Ability to manage multiple priorities and meet deadlines. Analytical mindset with problem-solving skills. Client-focused with a strong ability to manage expectations and service delivery. Preferred Qualifications: IT certifications (e.g., CompTIA, ITIL, Cisco, Microsoft certifications). Experience working in a customer-facing role, especially in an MSP environment. Knowledge of MSP tools and platforms for remote monitoring and management. Working Conditions: Full-time position with occasional after-hours support as needed. Onsite (9:00 AM - 5:00 PM IST)
Job Title
Managed Services Specialist