Junior Service Desk Operations – MSP

Bowman Williams; Carrollton (TX); On-site; USD 45,000 - 50,000; Full time

Benefits offered by this job

Salary: $45,000-50,000 depending on经验

Three weeks PTO/sick leave plus paid H

Medical, dental, vision, and life-ins

Product training and testing

Career growth in IT service ops or PM

Collaborative, inclusive culture

Job summary

Bowman Williams in Carrollton, TX is seeking an organized Service Operations Coordinator to join our onsite IT MSP team. This entry-level role supports service delivery by tracking requests, routing tickets, coordinating schedules, and improving workflows across Microsoft 365, cloud services, cybersecurity, and workplace tech.

You'll learn IT operations, service management, and project coordination while growing toward broader operations or project management responsibilities in a collaborative,

Qualifications

• Recent graduate, early-career welcome and internship experience in IT or related field.
• Familiarity with help desk concepts, Microsoft 365, endpoints, and networks.
• Strong organization and ability to manage multiple requests and changing priorities.
• Clear communication and customer-focused approach.

Responsibilities

• Monitor incoming service requests and calls, document in ticketing system.
• Triaged and assign tickets based on priority and skill set.
• Coordinate engineer schedules and align team resources with client needs.
• Track ticket progress and ensure timely resolution.
• Communicate updates between clients, engineers, and Service Delivery Manager.
• Use ConnectWise or similar PSA tools to maintain ticket details and statuses.
• Identify recurring issues and opportunities to improve processes.
• Support process documentation and automate routine steps.

Skills

Organization

Communication

Customer service

Prioritization

Education

Recent graduate

Tools

ConnectWise

PSA tools

RMM tools

IT documentation systems

Job description

Junior Service Desk Operations - IT / MSP

Work Arrangement: Onsite, Monday-Friday

Employment Type: Full-time | Direct hire

About the Opportunity

We’re looking for an organized, service-minded Service Operations Coordinator to help keep a managed IT provider’s day-to-day service delivery running smoothly. This is an opportunity for a recent graduate or early-career professional to build a foundation in IT operations, service management, and project coordination.

You’ll serve as a coordination point between clients, service desk engineers, and service leadership. You’ll help track incoming requests, route tickets to the right teams, coordinate schedules, and keep work moving. You’ll also learn how an MSP supports client environments across areas such as Microsoft 365, cloud services, cybersecurity, and modern workplace technology.

This role is a fit for someone who enjoys organizing details, communicating with people, and finding practical ways to improve how work gets done. It offers a path to grow into broader service operations or project management responsibilities.

Responsibilities

• Monitor incoming service requests and calls, gather key details, and make sure requests are documented in the ticketing system.
• Triage and assign tickets to the appropriate service desk or engineering team based on priority, skill set, and availability.
• Coordinate engineer schedules and help align team resources with client needs.
• Track ticket progress, follow up on open items, and help ensure requests are moving toward resolution.
• Communicate updates between clients, engineers, and the Service Delivery Manager.
• Use ConnectWise or similar PSA tools to maintain accurate ticket details, priorities, assignments, and status updates.
• Help identify recurring service issues, workflow bottlenecks, and opportunities to improve service processes.
• Support process documentation and explore ways to automate routine administrative steps.
• Assist with service reporting and operational projects as the team grows.
• Provide professional, responsive customer service while coordinating requests across multiple client environments.

Qualifications

• Recent graduate, current student, or early-career professional with less than two years of experience preferred.
• Degree, coursework, internship, campus IT, customer service, or other relevant experience in IT, business, operations, or a related field is welcome.
• Basic familiarity with IT concepts such as help desk tickets, Microsoft 365, user accounts, endpoints, networks, cloud services, or cybersecurity.
• Strong organization and follow-through, with the ability to manage multiple requests and changing priorities.
• Clear, professional communication skills and a customer-focused approach.
• Comfortable working with ticketing systems, spreadsheets, and standard business software.
• Willingness to learn new tools, processes, and technologies.

Preferred Qualifications

• Exposure to an MSP, help desk, service desk, or IT support environment through work, school, or an internship.
• Familiarity with ConnectWise or another PSA/ticketing platform.
• Familiarity with RMM tools or IT documentation systems.
• Basic understanding of service-level agreements, ticket priorities, and escalation processes.
• Experience coordinating schedules, assignments, or workflows.
• Salary: $45,000-50,000, depending on experience.
• Three weeks of PTO/sick leave, plus paid holidays.
• Medical, dental, vision, and life insurance.
• Product training and testing.
• Opportunity to build a career in IT service operations or project management.
• Collaborative, inclusive culture at an established managed IT provider.

Work Location & Schedule

• Onsite in Carrollton, Texas, five days per week.