MSP Service Desk & Coordination Specialist

Wctel; Abbeville (SC); On-site; USD 55,000 - 75,000; Full time

Job summary

West Carolina is seeking a Managed Services Support Specialist to serve as the frontline for MSP customer support, ticketing, and service coordination. The role focuses on documenting, prioritizing, routing, and following through on service requests within a fast-paced MSP environment.

The ideal candidate will support Microsoft 365, Entra ID, and Active Directory tasks, onboarding new MSP customers, and maintaining accurate asset and service records, while collaborating with technical teams to

Responsibilities

• Serve as primary point of contact for incoming Managed Services support requests and triage tickets.
• Maintain visibility of the service queue and route requests by priority and workload.
• Resolve basic technical support issues using established procedures.
• Perform administrative tasks for Microsoft 365, Entra ID, and Active Directory.
• Support onboarding of new MSP customers and maintain records in PSA and other systems.
• Assist with procurement activities and track asset/inventory records.
• Review ticket quality and ensure documentation and closure readiness.
• Monitor alerts and escalate high-risk conditions to appropriate team members.
• Provide project coordination support and maintain KPIs with accuracy.
• Perform other duties as assigned by management.

Job description

West Carolina is seeking a Managed Services Support Specialist to serve as the frontline for MSP customer support, ticketing, and service coordination. The role focuses on documenting, prioritizing, routing, and following through on service requests within a fast-paced MSP environment.

The ideal candidate will support Microsoft 365, Entra ID, and Active Directory tasks, onboarding new MSP customers, and maintaining accurate asset and service records, while collaborating with technical teams to