IT Project Manager

Framework IT | Chicago, IL (Hybrid/Remote Options Available)

Who We Are:

Framework IT is a single-sourced Managed IT, Security, and Telecommunications services provider with a mission of reinventing technology by reinventing how technology is serviced. We base our vision on a 'client first' motto to focus on clients' business needs and challenges, then design their support solutions.

We invest heavily in our team by offering constant on-the-job and formal training, certification programs, and cross-training. We believe that our focus on our clients and employees is why we have experienced tremendous growth and awards, including ranking 442 on the Inc. 500 Fastest Growing Private Companies in America and recognition as one of the 101 Best and Brightest Places to Work in the nation and in Chicago.

As a growing MSP managing approximately 40 employees and 30-40 concurrent client projects, we need talented professionals to sustain our momentum. We're looking for a Project Coordinator who understands the MSP delivery model, can bridge technical and business conversations, and has the judgment to escalate issues to the right stakeholder at the right time.

Who You Are:

We base our hiring decisions on WHO you are, not only on what you can do. We're looking for someone who has our values at their core:

• Teamwork: We don't just work together. We work for each other.
• Be Better Every Day: Push limits. Take risks. Always improve.
• Customer Service: By having integrity in everything we do and making it right no matter what.
• Passion and Pride: You come to build your company instead of arriving at your job.

What You'll Do:

Project Planning and Execution

• Develop and maintain project plans (scope, timeline, resources, budget) in collaboration with Framework IT engineers and Professional Services leadership
• Manage 25-35 active projects concurrently across various stages and complexity levels (most projects under 15 hours)
• Ensure projects are completed on time, within scope, and within budget
• Coordinate internal resources and third-party vendors for successful project execution
• Track project milestones and proactively identify scheduling conflicts or resource constraints

Client Onboarding & Management

• Oversee end-to-end client onboarding projects from sales handoff through go-live
• Coordinate onboarding tasks across teams: documentation, PSA setup, RMM deployment, client training
• Act as primary point of contact for project-related communication with clients
• Manage client expectations in multi-stakeholder SMB environments
• Ensure smooth transition from project delivery to ongoing managed services

Technical Scope Review & Coordination

• Review technical project scopes with scoping engineers to ensure mutual understanding before project creation
• Translate technical concepts and requirements for non-technical stakeholders during client syncs
• Identify gaps, risks, or ambiguities in project scopes before kickoff
• Participate in technical scoping discussions to understand project complexity and resource needs
• Note: This role does NOT require hands-on technical configuration or troubleshooting—focus is on understanding and coordination, not implementation

Escalation & Stakeholder Management (Critical)

Recognize when projects are hitting issues and make informed decisions about WHO to escalate to based on issue type:

• Technical roadblocks → Scoping engineer or Professional Services lead
• Budget overruns or scope creep → Client, Consulting Member, and Professional Services Lead
• Vendor delays or licensing issues → Vendor, Professional Services lead, and Procurements Team
• Client dissatisfaction → Consulting Member
• Resource conflicts → Professional Services lead and Dispatching
• Emergency situations → Service Delivery Manager

Vendor & Resource Coordination

• Manage vendor relationships for project delivery with Procurement Team
• Coordinate procurement via MSP distributors (Ingram Micro, TDSynnex, etc.)
• Track vendor lead times and communicate delays to stakeholders
• Schedule and optimize engineer utilization across concurrent projects
• Balance project work with engineers' managed services responsibilities

Risk, Quality & Documentation

• Identify and track project risks; communicate proactively before they become issues
• Conduct quality checks and ensure deliverables meet client expectations
• Maintain comprehensive project documentation in ConnectWise Manage
• Prepare and present project status reports to internal teams and clients
• Generate project financial reports (budget vs. actual, change orders, billing readiness)
• Lead post-project reviews and document lessons learned

What You Possess:

Required Experience

• 3-5 years in IT project coordination, technical project management, or technical account management
• MSP or IT services provider experience STRONGLY PREFERRED (internal IT department experience is different)
• Demonstrated experience managing 5+ concurrent projects in a fast-paced environment
• Experience with client-facing technical roles (help desk, technician, solutions consultant) is a plus
• Experience with client onboarding projects from pre-sales through go-live

Technical Requirements

• Hands-on experience with ConnectWise Manage or similar PSA platform (Autotask, Datto PSA)—ConnectWise strongly preferred
• Understanding of common MSP project types: Microsoft 365/Azure migrations, network infrastructure upgrades, security implementations (MFA, EDR), VoIP deployments
• Familiarity with MSP technology stack: RMM tools, documentation platforms (IT Glue, Hudu), Microsoft 365 admin, Azure/cloud basics
• Comfortable navigating technical conversations with engineers and vendors without needing to perform hands-on configurations

Key Skills & Attributes

• Exceptional judgment and decision-making under pressure
• Excellent verbal and written communication across technical and non-technical audiences
• Strong multi-project management capabilities (juggling 5-15 projects simultaneously)
• Exceptional prioritization and time management—nothing falls through the cracks
• Self-starter with high initiative and accountability
• Customer-centric mindset with empathy for client pain points
• Thrives in dynamic MSP environment with shifting priorities

Education

• Bachelor's degree in Information Technology, Computer Science, Business, or related field preferred (or equivalent experience)

Nice to Have (Not Required)

• Prior MSP help desk or field technician experience
• CompTIA Project+, ITIL 4 Foundation, or PMI/PMP certification
• Experience with vendor management and MSP distribution channels
• Microsoft 365 or Azure fundamentals knowledge

What We Offer:

Compensation & Benefits:

• Base salary: $70,000 - $85,000 per year, commensurate with experience and performance
• Bonus opportunities based on performance
• Comprehensive health benefits: Medical, Dental, and Vision
• 401(k) with partial company match
• Generous PTO and Flex Day policy
• Free parking
• Provided Office Snacks

Professional Development:

• Skills training and technical training programs
• Certification support (ConnectWise, CompTIA, ITIL, Microsoft, etc.)
• Access to MSP industry events and peer networking groups
• Clear career pathways with growth opportunities

Work Environment:

• Hybrid/remote flexibility available
• Collaborative team culture with direct access to leadership
• Fast-paced, high-growth MSP environment
• Reports to: Professional Services Lead / Director of Operations

Physical Requirements:

• Ability to lift, carry, or move light hardware up to 35 lbs. for occasional delivery/installation purposes

Ready to Join Us?

If you're an organized, proactive problem-solver who thrives on coordinating complex projects and building strong client relationships in the MSP space, we want to hear from you. Apply today to become part of Framework IT's award-winning team!

Framework IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.