MSP Administrative Specialist

Job Title: MSP Administrative Specialist
Location: Remote (Direct Hire)

Summary:
We're looking for a highly organized, self-motivated MSP Administrative Specialist to join our team and support daily operations across billing, vendor coordination, reporting, and general administrative functions. This is a key position for someone experienced in Managed Service Provider (MSP) environments and proficient in ConnectWise PSA. The ideal candidate thrives in a fast-paced setting, can juggle multiple priorities, and plays a critical role in ensuring smooth internal operations and client satisfaction.

Key Responsibilities
Billing & Invoicing
* Generate monthly invoices for client agreements, projects, and onboarding using ConnectWise PSA.
* Ensure Pax8 invoices are processed by the 5th of each month.
* Reconcile endpoint audits with client billing for accuracy.
* Address client billing inquiries and coordinate with leadership and bookkeeping on adjustments.
* Invoice all approved hardware/software quotes within 24 hours.
* Maintain accurate vendor costs within ConnectWise agreements.
* Manage quotes/invoices for renewals including licenses, domains, and warranties.

Vendor & Procurement Management
* Manage vendor contracts (e.g., Dell, MNJ, Amazon) and oversee order fulfillment.
* Coordinate delivery schedules and procurement activities with on-site technicians.
* Facilitate communication between vendors, internal teams, and finance during renewals.
Reporting & Metrics
* Create and maintain operational/financial reports using ConnectWise, BrightGauge, ConnectBooster, etc.
* Submit monthly Veeam backup reporting.
* Support tracking and reporting of KPIs for leadership review.

Client & Account Administration
* Onboard new clients into ConnectWise and assist with portal training.
* Maintain accurate client records, tax codes, and annual audits.
* Ensure synchronization of Pax8 licenses with agreements.
* Prepare quotes for hardware/software via ConnectWise Sell within 24 hours of request.
Administrative Operations
* Review and process employee expense reports.
* Support a wide range of office admin tasks including memos, travel, mailing, supplies, and event planning.
* Be the primary point of contact for internal tools (ConnectWise Manage, BrightGauge, IT Glue, ConnectBooster, TimeZest).
* Assist employees with benefits and internal HR-related questions.
* Maintain team schedules, assist with calendar management, and create internal templates.
Meetings & Team Collaboration
* Attend weekly standups to share updates, discuss roadblocks, and highlight successes.
* Participate in weekly department meetings to review KPIs, client feedback, and process improvements.
* Collaborate cross-functionally to maintain high levels of responsiveness and transparency.

Key Performance Indicators (KPIs)
* Tickets responded to within 24 hours
* Client orders placed within 24 hours of approval
* PTO requests processed within 5 business days
* Managed Services invoicing completed by the 1st of each month
* Pax8 invoicing completed by the 5th
* Veeam and audit reporting submitted by the 5th
* Timesheets updated on time for payroll by the 5th and 20th of each month

Qualifications
* 3-5+ years of administrative support experience in an MSP or IT services environment
* 3+ years working with ConnectWise or similar platforms (e.g., Autotask, ServiceNow, Remedy)
* Solid procurement experience, with the ability to evaluate and manage vendor relationships
* Familiarity with integration tools like IT Glue, ConnectBooster, and BrightGauge
* Demonstrated ability to streamline and improve administrative processes
* Strong communication, multitasking, and time management skills
* Customer-first mindset and proactive problem-solving abilities
* Proficiency in Office 365, spreadsheets, and business documentation

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.