Security Engineer

• Ticket & Work Dispatching (Autotask / PSA)
• Monitor project and service queues in Autotask and other PSA boards
• Assign and dispatch tickets to the appropriate engineers based on skills, availability, and priority, and follow up to ensure work is progressing
• Update ticket statuses, scheduling, and notes so that boards are always current and reflect reality
• Escalate urgent or at‑risk tickets to project managers, Customer Success, or leadership as needed
• Project Coordination
• Build and maintain detailed project schedules, timelines, and calendars; adjust as dates change and communicate updates to internal and client stakeholders
• Create and manage project tasks in Autotask, making sure all work is broken into clear, assignable items with due dates and dependencies
• Schedule internal and client project meetings (kicks‑offs, working sessions, status calls), prepare agendas, and capture notes and action items
• Publish regular project status updates (summary emails, dashboards, PSA notes) and ensure documentation is complete before handing over to support / Customer Success at project close
• Change, Documentation & Partner Administration
• Assist with change management by drafting change requests/change orders, tracking approvals, and updating project plans and tickets once changes are approved
• Support evidence/documentation collection for compliance and security projects, coordinating with engineers and Customer Success
• Submit and track any required Microsoft partner paperwork for projects (e.g., CPoR, PAL, references) so Agile IT receives full credit for Microsoft‑aligned work
• Customer & Internal Communication
• Serve as a primary coordination point for customers on scheduling, logistics, and basic status questions, routing technical issues to the right resources
• Coordinate escalations by making sure the right team members are engaged and tracking resolution to closure
• Help maintain high customer satisfaction through clear expectation setting, timely updates, and professional follow‑through
• Operational Hygiene & Continuous Improvement
• Enforce PSA hygiene: time entry completeness, correct ticket types/queues, and accurate milestones
• Identify bottlenecks in scheduling or dispatching and propose improvements to workflows, templates, and dashboards
• Help maintain and improve SOPs related to dispatching, project coordination, and Autotask usage

Project Coordinator – Autotask MSP Dispatcher, Microsoft Focused CyberSecurity

Senior Manager, Security Risk & Compliance

Lead Security Engineer

Security Consultant II

Senior Network Security Engineer