Benefits:

401(k)

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Parental leave

Training & development

Vision insurance

Wellness resources

About the Position

We are seeking a highly experienced ConnectWise PSA Architect & IT Specialist to take ownership of our Professional Services Automation (PSA) platform. This role requires deep expertise in designing, building, and maintaining a multi-tenant-like PSA instance that can effectively support our fully segmented NerdsToGo franchise network.

You will also lead corporate helpdesk operations, providing direct support to franchisees and their technicians. Additionally, you will develop and deliver comprehensive IT training covering both PSA-related processes and broader IT best practices, ensuring franchisees and their teams operate efficiently and securely.

Why NerdsToGo and Propelled Brands

We are a growing company that offers a collaborative, supportive, and forward-thinking work environment. We provide the tools and training needed to be successful. We work hard to support each other and our franchisees, while having fun along the way. Join us for a career—not just a job!

NerdsToGo began as a break/fix IT service brand but has since pivoted to focus primarily on Managed Services for local businesses. While our core offering is now B2B-focused, we continue to support our local communities with a range of IT projects and on-demand IT services. With nearly 40 locations nationwide and growing, we operate with the agility of a startup—constantly evolving, adapting, and refining our approach. There’s significant opportunity to develop and implement scalable processes, build structure where needed, and shape the future of our IT service model. This is a dynamic role for someone who thrives in an environment where innovation, problem-solving, and process development are at the forefront. If you’re looking for a place where you can make a tangible impact and help build something great, NerdsToGo is the place for you.

Essential Functions

ConnectWise PSA Architecture & Administration

Architect and maintain a fully segmented ConnectWise PSA (Manage) environment tailored for a franchise network.

In-depth expertise in all modules of ConnectWise PSA (Manage), including Service, Finance, Procurement, Sales, and Project Management.

Design and optimize service board structures to facilitate effective triaging, workflow automation, and professional services management.

Implement a service board framework that enables NerdsToGo corporate to act as a pseudo-NOC, allowing centralized services and escalations while maintaining franchise autonomy.

Integrate and optimize related products, including BrightGauge, WisePay, CPQ, and Automate.

Build and implement best practices for automation, workflows, SLAs, and reporting across the franchise network.

Maintain vendor relationships for ConnectWise and related platforms.

Ensure smooth integration between ConnectWise Manage and accounting systems such as QuickBooks Online (QBO), with a focus on payment flow, reconciliation, and financial reporting.

Deep understanding of payment processing workflows, including invoice generation, WisePay transactions, payment reconciliation, and accounts receivable processes.

Apply business acumen to align ConnectWise Manage configurations with franchise financial operations, optimizing profitability, cash flow, and service efficiency.

Corporate Helpdesk Support

Provide direct technical support to franchisees and their technicians for internal systems, including:

Microsoft 365 Administration (Exchange, Teams, SharePoint, Azure AD)

ConnectWise PSA, RMM, and Automate

IT Documentation Management (IT Glue/IT Boost)

Third-party solutions (EDR, Backup, Security Tools)

Networking and Firewall Configurations

Ensure standardization, security, and performance across franchisee environments.

Troubleshoot advanced technical issues in PSA, networking, and system administration.

Monitor and improve alerting and ticket management best practices to enhance helpdesk efficiency.

Training & IT Best Practices Enablement

Deliver structured training programs for franchisees and their staff, covering both PSA processes and IT best practices.

Conduct small group technical training on:

Firewall and network deployment best practices

Proper alert configuration and ticket management for efficient MSP operations

Security frameworks and compliance (HIPAA, PCI DSS, CIS, NIST)

Networking fundamentals and advanced troubleshooting

Common IT projects and best practices (workstation/server setups, cloud migrations, Office 365 transitions, backup and disaster recovery implementation)

IT infrastructure management and MSP operations

Create comprehensive documentation, SOPs, and best practice guides for training and onboarding.

Train internal teams on PSA system enhancements, IT security, and service delivery improvements.

Required Experience

Extensive, hands-on experience architecting and managing ConnectWise PSA (Manage) in a multi-tenant-like environment.

Expertise in all ConnectWise PSA modules, including Service, Finance, Sales, Procurement, and Projects.

Strong knowledge of BrightGauge, WisePay, CPQ, and Automate.

Minimum of five years in a PSA administration role (not just as a service manager or user).

Experience building a PSA environment from the ground up, including custom workflows, SLAs, automation, and multi-location configurations.

Strong IT technical background, including Microsoft 365, SharePoint, networking, security, RMM, and automation.

Experience with QuickBooks Online (QBO) integration, financial workflows, and payment processing within ConnectWise Manage.

Strong business acumen, understanding financial metrics, invoicing, cash flow, and how PSA configuration impacts business performance.

Deep experience designing and managing service boards for effective triaging, ticket flow automation, and professional services handling.

Ability to create a corporate-driven centralized services model (pseudo-NOC) within ConnectWise Manage to handle escalations and shared services efficiently.

Service Desk experience, including troubleshooting PSA, RMM, security tools, and vendor solutions.

Strong training and presentation skills (webinars, technical workshops).

Ability to travel as needed (10%+).

Preferred Experience

Certifications: Microsoft, CompTIA, ConnectWise Expert Certifications.

In-depth experience with IT Documentation Software (e.g., IT Glue, IT Boost).

Knowledge of security frameworks (HIPAA, PCI DSS, CIS, NIST).

Project management experience.

Experience working within a franchise organization, understanding the operational and legal limitations, including joint employer considerations, franchisee autonomy, and the balance between corporate oversight and individual franchise operations.

Familiarity with multi-location IT support structures, ensuring standardized processes while allowing flexibility for franchise-specific needs.

Supervisory Responsibility

This position has no direct responsibility for any employees within the department.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and shredding. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions .

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear.

The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work

This is a full-time exempt position with a blended 40 hour work week remotely as well as at the corporate office. Additional working hours can be anticipated with evening and weekend work required as necessary.

Travel

Occasional out-of-the-area and overnight travel may be expected based on individuals’ job responsibilities.

EEO Statement

Propelled Brands values diversity and inclusion because it brings richness and strength to our business. We envision diversity as encompassing an individual’s unique characteristics and experiences, including but not limited to race, gender, ethnicity, age, religion, disability, national origin, and sexual orientation, as well as professional and educational backgrounds. We know that supporting and building diversity is the right thing to do for our employees, our franchisees, and our stakeholders.

This is a remote position.