ASG Information Technologies · 18 hours ago
Design Desk Coordinator
Wallingford, Connecticut, United States
Full-time
Onsite
Mid Level
$60K/yr - $60K/yr
3+ years expASG Information Technologies is seeking a Design Desk Coordinator to manage the day-to-day operations of the Design Desk function. This role involves coordinating requests, ensuring consistent output, and collaborating with various teams to produce documentation and support hardware preparation activities.
ConsultingCyber SecurityInformation TechnologyNetwork HardwareVoIP
Responsibilities
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
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
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
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
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
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
Qualification
Required
3+ years in an MSP or similar IT environment with exposure to scoping, quoting support, or project coordination
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
Working knowledge of ConnectWise (Sell and Manage preferred)
Comfortable using standardized templates, checklists, and shared documentation systems to maintain a single source of truth
Preferred
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
Company
ASG Information Technologies
ASG Information Technologies specializes in business IT support, network, cybersecurity, data backup, consulting, PCI and VoIP services.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase