Team
KM
Keith Mino
CEO
DN
Dylan Nguyen
Service Delivery Manager
LR
Les Ritchie
Infrastructure & Projects Manager
BR
Brodie Ross
System Admin
CH
Clayton Holdsworth
Systems & Security Engineer
LZ
Liam Zhao
Senior Service Desk Technician
KH
Keegan Hague
Service Desk Technician
TH
Theo Hidajat
Service Desk Technician
DI
Daniel Irwin
Service Desk Technician
Daily 8
MON
TUE
WED
THU
FRI
Triage Tech Services Tickets LZ
Triage Sec Operations tickets CH
Triage CWRMM alerts relating to servers BR
Triage Account Mgmt, Hardware & Software boards DN
Respond to Negative Feedback CSATs DN
Create & follow up quotes and proposals TEAM
Monitor and respond to Teams channels with clients DN LZ
Complete tickets assigned to them ALL
Weekly 5
MON
TUE
WED
THU
FRI
Triage Backup Radar Alerts BR
Triage CWRMM Alert Board (Workstations) LZ
Triage Liongard Maintenance board LZ
Stale ticket review — all boards DN
Account Management and Sales review TEAM
Monthly 17
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
SafeAeon SOC meeting BR
Azure consumption review LR
3CX firmware updates LR
WatchGuard firmware updates LR
UniFi firmware updates LR
Augmentt posture score monitoring & actioning CH
Review Operations Board and allocate jobs KM
Microsoft GDAP relationship expiry check BR
3CX system audit (confirm operational) LR
Liongard system audit (confirm operational) BR
Augmentt system audit (confirm operational) CH
CloudRadial service portal review DN
IT Glue documentation review & update LZ
Shipping Workflow (confirm operational) BR
Intune tenant maintenance (SP, PMSA, Infront) CH
CWRMM — Remove agents over 90 days with no check-in DN
ConnectActive sync review KM
Quarterly / Yearly 2
JAN
FEB
MAR
APR
MAY
JUN
JUL
AUG
SEP
OCT
NOV
DEC
MSP Tools — quarterly review & updates TEAM
Microsoft Partner Relationship — review setup & updates KM
Task Reference
| Frequency | When | Task | Owner(s) | Notes |
|---|---|---|---|---|
| Daily | Mon – Fri | Triage Tech Services Tickets | Liam | First task each morning; ensure no new tickets sit unassigned |
| Daily | Mon – Fri | Triage Sec Operations tickets | Clayton | CloudRadial, Augmentt, CWRMM, Bit-Defender, Liongard security tickets |
| Daily | Mon – Fri | Triage CWRMM alerts relating to servers | Brodie | Review and action server-specific CWRMM alerts each day |
| Daily | Mon – Fri | Triage Account Mgmt, Hardware & Software boards | Dylan | SDM review of Account Management, Hardware, and Software CW boards |
| Daily | Mon – Fri | Respond to Negative Feedback CSATs | Dylan | Review and respond to negative CSAT scores from clients; action follow-up communication and resolution |
| Daily | Mon – Fri | Create & follow up quotes and proposals | Keith, Dylan, Les, Brodie | Create and follow up quotes and proposals; update pipeline status in ConnectWise |
| Daily | Mon – Fri | Monitor and respond to Teams channels with clients | Dylan, Liam | Monitor and respond to client Teams channels |
| Daily | Mon – Fri | Complete tickets assigned to them | All Staff | All team members work through their assigned ticket queues |
| Weekly | Tue / Fri | Triage Backup Radar Alerts | Brodie | Review Backup Radar for failed or missed backup jobs; action and resolve |
| Weekly | Monday | Triage CWRMM Alert Board (Workstations) | Liam | Review all open tickets on the CWRMM Alerts board; action or escalate |
| Weekly | Wednesday | Triage Liongard Maintenance board | Liam | Review and triage Liongard maintenance tickets; action or escalate as required |
| Weekly | Monday | Stale ticket review — all boards | Dylan | SDM review of all CW boards for aging and stale tickets; follow up or close |
| Weekly | Tuesday | Account Management and Sales review | Keith, Dylan, Les, Brodie | Weekly pipeline and sales review covering quotes, proposals, and active opportunities |
| Monthly | 3rd & 17th | SafeAeon SOC meeting | Brodie | Fortnightly SOC meeting with SafeAeon; review alerts, incidents, and threat intelligence |
| Monthly | 7th | Azure consumption review | Les | Review Azure consumption and costs for all client subscriptions; flag anomalies |
| Monthly | 8th | 3CX firmware updates | Les | Check for and apply 3CX firmware updates across client environments |
| Monthly | 8th | WatchGuard firmware updates | Les | Check for and apply WatchGuard firewall firmware updates across client environments |
| Monthly | 8th | UniFi firmware updates | Les | Check for and apply Ubiquiti UniFi firmware updates across client environments |
| Monthly | 10th & 24th | Augmentt posture score monitoring & actioning | Clayton | Review and action security posture score items from Augmentt; improve client scores |
| Monthly | 14th | Review Operations Board and allocate jobs | Keith | Review the Operations Board; allocate jobs to the relevant team members |
| Monthly | 15th | Microsoft GDAP relationship expiry check | Brodie | Review all Microsoft GDAP relationships for upcoming expiry; renew or flag as required |
| Monthly | 15th | 3CX system audit (confirm operational) | Les | Verify 3CX is operational; check extensions, trunks, and call quality |
| Monthly | 15th | Liongard system audit (confirm operational) | Brodie | Verify Liongard is operational, inspectors running, and data is current |
| Monthly | 15th | Augmentt system audit (confirm operational) | Clayton | Verify Augmentt is operational; check licence counts and report accuracy |
| Monthly | 15th | CloudRadial service portal review | Dylan | Review CloudRadial client portal; check articles, feedback, and service information |
| Monthly | 15th | IT Glue documentation review & update | Liam | Monthly comprehensive IT Glue review; update documentation for recent changes |
| Monthly | 15th | Shipping Workflow (confirm operational) | Brodie | Verify shipping workflows are running correctly; check for errors |
| Monthly | 15th | Intune tenant maintenance (SP, PMSA, Infront) | Clayton | Review and maintain Intune configuration for SafePlaces, PMSA, and Infront tenants |
| Monthly | 21st | CWRMM — Remove agents over 90 days with no check-in | Dylan | Review CWRMM agent list; remove any agents that have not checked in for 90 or more days |
| Monthly | 21st | ConnectActive sync review | Keith | Review ConnectActive data sync; confirm all integrations are functioning correctly |
| Quarterly / Yearly | Jan / Apr / Jul / Oct | MSP Tools — quarterly review & updates | All Staff | Quarterly review of all MSP tools: CWRMM, Pia, Cyberhoot, Immybot, Cove, Augmentt, ConnectWise, Datto Commerce, Grafana, MCP Servers, Bit-Defender |
| Quarterly / Yearly | Jan / Apr / Jul / Oct | Microsoft Partner Relationship — review setup & updates | Keith | Quarterly review of Microsoft Partner Centre relationship, permissions, and any required updates |
Definitions
Triage
Look at the ticket, determine its priority, and allocate it to the best person.