Onboarding Specialist

Convergence Networks; Lansing (MI); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, vision

401k

Education reimbursement

Job summary

Convergence Networks is seeking an Onboarding Specialist to deliver a high-quality onboarding experience for customers. You will combine hands-on technical implementation with tool deployment, project management, and documentation to ensure readiness for day-to-day service delivery.

Responsibilities include deploying RMM and security tools, coordinating onboarding projects, and leading check-in meetings with customers.

Qualifications

• 2+ years of experience as a Project Manager or Project Coordinator in IT or MSP.
• Hands-on experience with managed services tooling including RMM platforms, PSA/ticketing systems, Microsoft 365 administration, and endpoint and security platforms.
• Strong organizational skills with ability to manage multiple onboarding activities simultaneously.
• Clear written and verbal communication skills, particularly in customer-facing situations.

Responsibilities

• Set up onboarding projects and manage them within PSA and project management tools.
• Build ticket schedules, assign tickets, and track completion across internal teams.
• Lead onboarding check-in meetings with customers and internal stakeholders.
• Create and update onboarding documentation, SOPs, and checklists.

Skills

Project Management

MSP Tools Familiarity

Organizational Skills

Communication Skills

Education

Bachelor's degree in Computer Science/Information Technology or related field

Tools

RMM platforms

PSA/ticketing systems

Microsoft 365 administration

Endpoint security tools

Job description

Convergence Networks is one of North America's leading managed service and managed security providers. We help clients use technology as a strategic tool while proactively protecting their business, delivering managed IT services, professional services, and business transformation programs across North America.

Position Summary

The Onboarding Specialist delivers a consistent, high-quality onboarding experience for our customers. The role combines hands-on technical implementation, managed services tool deployment, and structured project management so customers are fully prepared for day-to-day service delivery. Acting as a bridge between customers and internal service teams, you will set up onboarding projects, build and maintain onboarding SOPs, deploy and coordinate tools such as RMM, network monitoring, Microsoft 365, and security platforms, lead onboarding check-in meetings, and keep documentation and communication clear, accurate, and timely.

What You Will Do

MSP Tooling and Technical Enablement

• Deploy, configure, and validate managed services tooling including RMM platforms, PSA/ticketing systems, Microsoft 365 tenant administration, and security tools (endpoint protection, MFA, security baselines, monitoring)
• Support technical discovery activities including environment reviews and onboarding readiness checks
• Assist with user, device, and tenant onboarding in alignment with Convergence Networks standards
• Ensure all technical onboarding steps are completed, validated, and ready for service handoff

Onboarding Project Coordination

• Set up and manage onboarding projects within PSA and project management tools
• Build ticket schedules, assign tickets, and track completion across internal teams
• Lead or facilitate onboarding check-in meetings with customers and internal stakeholders
• Monitor onboarding progress, identify risks or blockers, and elevate as required
• Ensure onboarding deliverables are completed within defined timelines

Documentation and Process

• Create, maintain, and update onboarding documentation including technical configurations, customer environment details, SOPs, and checklists
• Ensure documentation is complete, accurate, and handoff ready for Service Desk and Service Delivery teams
• Contribute to continuous improvement of onboarding standards, templates, and workflows

Customer and Internal Communication

• Partner with internal points of contact to provide clear, timely onboarding updates to customers
• Act as a consistent onboarding touchpoint throughout the customer transition period
• Translate technical concepts into clear, customer-friendly explanations
• Ensure customer expectations, scope, and responsibilities are documented and understood
• Identify opportunities to streamline onboarding processes and improve efficiency
• Provide feedback on tooling, automation, and onboarding experience enhancements
• Support onboarding metrics and reporting to drive consistency and quality

Qualifications

• 2+ years of experience as a Project Manager or Project Coordinator in an IT environment, or in a technical role within an MSP, IT services, or systems integration environment
• Hands-on experience with managed services tools including RMM platforms, PSA/ticketing systems, Microsoft 365 administration, and endpoint and security platforms
• Strong organizational skills with the ability to manage multiple onboarding activities simultaneously
• Clear written and verbal communication skills, particularly in customer-facing situations

Would Be Great If You Had

• Educational background in Computer Science, Information Technology, or a related field
• Experience working in a Managed Service Provider (MSP) environment
• Familiarity with IT service delivery models, onboarding frameworks, or system integrations
• Comfort leading meetings and coordinating across technical and non-technical teams

Normal office working conditions with regular sitting or standing at a desk and working with a computer. May occasionally require carrying or lifting equipment (10-50 pounds) when working on-site. Hours may exceed normal working hours during peak periods, and on-call or travel work may include nights or weekends. Some travel to Convergence Networks or client sites may be required.

Why Work Here

• Culture of unity, transparency, and trust, with leadership committed to your personal and professional growth
• Group benefits including medical, dental, vision, and 401k
• Education and certification reimbursement
• Regular manager check-ins and quarterly conversations about performance and growth
• Team-building and company events throughout the year

Convergence Networks is an equal opportunity employer and invites diversity in our applicants. We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodations are available upon request for candidates taking part in all stages of the selection process.

Compensation for this position includes base salary and variable compensation. Individual compensation is determined by a combination of factors including skills, experience, qualifications, and geographic location.