MSP Operations Coordinator - TAM Support & Process Lead

First Focus Information Technology, Inc.; Metro Manila; Hybrid; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Hybrid working arrangements

10 paid study days per year

HMO from day 1 + dependent

Free Uprise coaching

25 paid leave days annually

Employee referral program

MVP award

Social events

Profit sharing and loyalty bonuses

Job summary

First Focus Information Technology, Inc. is seeking an organized TAM Support Officer to become the operational backbone of the Client Services team, working across TAMs in New Zealand time zones. You will coordinate tickets, quotes, invoices, and dashboards while ensuring timely action and clear documentation.

We value proactive, detail-oriented individuals who can handle shifting priorities in a fast-paced MSP environment. Hybrid work and normalization of NZ hours are offered.

Qualifications

• At least 2 years of experience in administrative, operations, client services, or coordination roles.
• Experience in MSP or IT services environment is highly desirable.
• Excellent verbal and written English communication skills.
• Strong organizational and time management skills with multiple priorities.
• Confident working with stakeholders and following up on actions and deadlines.
• High attention to detail with documentation, reports, quotes, invoices, and agreements.
• Comfortable with ticketing, CRM, or business management systems; ConnectWise Manage is a plus.
• General understanding of Microsoft 365 and IT service environments is beneficial.
• Proactive and able to work independently without constant direction.
• Comfortable in a fast-paced environment with shifting priorities.
• Willing to work an early-morning shift aligned with New Zealand hours.

Responsibilities

• Coordinate and monitor tickets in TopLeft and ConnectWise Manage.
• Ensure client requests are acknowledged, progressed, and resolved within 24-hour targets.
• Track ticket progress and escalate when momentum slows.
• Support quotes, invoices, agreements, and reporting.
• Manage BrightGauge dashboards and recurring client reports.
• Prepare meeting agendas, capture minutes, and maintain action registers.
• Direct work to the right internal teams with clear documentation.
• Support multiple TAMs with different working styles.
• Handle ad hoc operational and administrative tasks.

Skills

English communication

Time management

Stakeholder management

Organizational skills

Proactiveness

Attention to detail

Microsoft 365

Tools

ConnectWise Manage

CRM systems

Ticketing systems

TopLeft

Job description

First Focus Information Technology, Inc. is seeking an organized TAM Support Officer to become the operational backbone of the Client Services team, working across TAMs in New Zealand time zones. You will coordinate tickets, quotes, invoices, and dashboards while ensuring timely action and clear documentation.

We value proactive, detail-oriented individuals who can handle shifting priorities in a fast-paced MSP environment. Hybrid work and normalization of NZ hours are offered.