Design Desk Coordinator

Job Title: Design Desk Coordinator (Operations)

Department: Operations
Reports To: COO
Location: Onsite

Role Summary

As the Design Desk Coordinator, you will run the day-to-day Design Desk function and keep requests moving from intake to a clean, consistent output. The Design Desk supports both standard deployments using predefined templates and workflows, and non-standard project work that requires additional discovery and coordination.

This role is a strong fit for someone who is organized, technically capable, and comfortable working across teams. You will partner with Sales, vCIO/TAM, Professional Services, and Finance to gather requirements, apply standard templates, produce clear SOWs and supporting documentation, and ensure clean handoffs. For complex designs, pricing exceptions, or high-risk changes, you will coordinate reviews and escalate to the appropriate technical and financial owners.  This role also supports our hardware prep function by coordinating and completing device staging activities as needed (imaging, configuration, labeling, documentation, and readiness validation) to ensure deployments stay on schedule.

Essential Duties and Responsibilities

Design Desk workflow coordination

• Run the centralized Design Desk function within Operations, including intake, triage, coordination, documentation, and final handoff


• Enforce a single intake path and required inputs for Design Desk work, including both standard and non-standard requests


• Triage incoming requests and route based on complexity:


• Standard deployments: follow predefined templates, workflows, and packaged scope language


• Non-standard work: coordinate discovery and route for technical review as needed


• Track status, manage priorities, and communicate clear timelines and next steps to stakeholders


• Maintain an organized queue and ensure work does not stall due to missing inputs

Standard deployments using predefined templates

• Execute and coordinate standard deployment requests using approved templates, workflows, and scope language (examples: workstation deployments, standard M365 onboarding steps, standard firewall deployments, and other packaged offerings)


• Ensure standard requests follow consistent steps and include documented prerequisites, assumptions, exclusions, and client responsibilities


• Identify when a “standard” request becomes “non-standard” based on complexity, constraints, or special requirements, then route it through the correct review path


• Keep templates practical and usable by regularly improving clarity, required inputs, and common add-ons


• Support the hardware prep team by coordinating and completing device staging activities as needed (imaging, configuration, labeling, documentation, and readiness validation)


• Ensure devices are prepared according to standard build sheets and deployment checklists before scheduling install or cutover work


• Maintain accurate staging notes, asset details, and deployment readiness documentation for clean handoffs to Service Desk or Professional Services

SOW creation and documentation support

• Produce Design Desk outputs that are clear and consistent, including SOWs, scope summaries, assumptions and exclusions, dependencies, and handoff notes


• For non-standard work, coordinate discovery with the right internal teams and assemble the documentation needed for review and approval


• Schedule and manage internal review steps (technical review, delivery feasibility check, finance guardrails review) based on the type of request


• Ensure handoffs to Professional Services are complete and include scope clarity, constraints, and open items

Standards, templates, and continuous improvement

• Maintain Design Desk standards and templates (SOW format, scope language library, standard workflows, checklists)


• Maintain version control and ensure teams use current templates and approved language


• Capture feedback from Professional Services and update templates and checklists to reduce rework and improve consistency


• Build a knowledge base of common deployment patterns, prerequisites, and frequent scope gaps to speed up turnaround

Cross-functional support and escalation coordination

• Partner with Sales, vCIO/TAM, Professional Services, and Finance to remove friction from handoffs and keep work moving


• Serve as a point of coordination for pre-sales technical questions for standard offerings


• Escalate complex technical design decisions to senior engineering or solution architects, and escalate pricing or margin exceptions to Finance leadership


• Communicate clearly on open questions, needed inputs, scope decisions, and timeline impacts

Additional Duties and Responsibilities

• Train internal stakeholders on intake requirements, how to submit standard requests, and when Design Desk involvement is required


• Maintain alignment on vendor and internal standards for SOW language, licensing assumptions, and hardware/software baselines


• Participate in continuous improvement initiatives related to documentation quality, consistency, and cycle-time reduction

Requirements

Knowledge, Skills, and Abilities

• Strong organization and follow-through, comfortable running an intake queue and coordinating multiple stakeholders


• Solid technical fundamentals in MSP environments (network basics, Microsoft 365 fundamentals, endpoint, identity, backup concepts)


• Ability to translate conversations into clear scope language, assumptions, exclusions, dependencies, and client responsibilities


• Strong written communication and attention to detail, especially in SOWs and handoff notes


• Comfortable working from templates and standards, while flagging exceptions and routing for review


• Ability to ask the right clarifying questions and identify missing inputs early


• Collaborative style and comfort working cross-functionally

Tools and Systems

• Working knowledge of ConnectWise (Sell and Manage preferred)


• Comfortable using standardized templates, checklists, and shared documentation systems to maintain a single source of truth

Education and Experience

• 3+ years in an MSP or similar IT environment with exposure to scoping, quoting support, or project coordination\


• Experience producing customer-facing documentation (SOWs, scope summaries, or project plans) strongly preferred


• Certifications are a plus (Microsoft, CompTIA, security vendors), but practical MSP experience and strong documentation skills matter most