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HaloPSA Specialist - Administrator

Future Opportunity — Not Currently Hiring

Position Overview

NOCDOC is seeking a HaloPSA Specialist/Administrator to own the configuration, administration, optimization, and ongoing health of HaloPSA — the core Professional Services Automation (PSA) platform underpinning ticketing, billing, workflows, and service delivery across the organization. This role is the platform expert and system owner for HaloPSA, similar to how a Salesforce Administrator owns a CRM: responsible not for using the platform to do the work, but for making sure the platform itself is configured correctly, running efficiently, and evolving to meet the organization’s needs.

The HaloPSA Specialist/Administrator manages workflows, ticket templates, SLA configurations, automation rules, custom fields, user roles and permissions, and integrations connecting HaloPSA to other business systems. This role partners closely with Service Desk, NOC, SOC, Billing/Finance, Automation & Integration Engineering, and leadership to ensure HaloPSA supports — rather than constrains — how the organization actually works.

The ideal candidate combines deep platform administration expertise with an understanding of MSP service delivery workflows and is comfortable being the go-to person for “why doesn’t this work the way we expect” questions about the platform that nearly every technical team depends on daily.

Key Responsibilities

Platform Configuration & Administration

  • Own day-to-day administration of the HaloPSA platform, including configuration, customization, and ongoing maintenance
  • Configure and maintain ticket types, ticket templates, workflows, statuses, and automation rules
  • Manage SLA configurations, escalation rules, and business hours/calendars to ensure accurate SLA tracking
  • Configure and maintain custom fields, forms, and data structures to support operational and reporting needs
  • Maintain system health, monitor for configuration drift, and proactively identify platform issues before they impact operations

User Management & Access Control

  • Manage user accounts, roles, permissions, and team/queue assignments within HaloPSA
  • Ensure access controls align with organizational security requirements and least-privilege principles
  • Support onboarding and offboarding of HaloPSA users in coordination with HR and IT & Security Administration
  • Maintain documentation of role-based access and permission structures

Workflow & Process Optimization

  • Partner with Service Desk, NOC, and SOC leadership to understand operational workflows and translate them into effective platform configuration
  • Identify opportunities to reduce manual effort, eliminate workflow friction, and improve ticket handling efficiency through platform configuration and automation
  • Build and maintain automated workflows, triggers, and business process rules within HaloPSA
  • Partner with Automation & Integration Engineering (Rewst) on automation initiatives that extend beyond native HaloPSA capabilities

Integrations & Data Management

  • Manage and maintain integrations between HaloPSA and other business systems, including RMM platforms, accounting/billing systems (eg, Xero), and CRM (eg, HubSpot)
  • Troubleshoot integration issues and data synchronization problems between HaloPSA and connected systems
  • Maintain data integrity within HaloPSA, including monitoring for duplicate records, orphaned tickets, and data quality issues
  • Support data migration, cleanup, and structural changes as the platform and organization evolve

Reporting & Dashboards

  • Build and maintain reports and dashboards supporting Service Desk, NOC, SOC, billing, and leadership reporting needs
  • Ensure ticket data supports accurate SLA reporting, billing accuracy, and operational metrics used across the organization
  • Partner with stakeholders across teams to understand reporting requirements and translate them into platform configuration

Platform Governance, Training & Support

  • Serve as the primary internal point of expertise for HaloPSA configuration, capabilities, and best practices
  • Develop and maintain documentation, training materials, and standard operating procedures for HaloPSA use
  • Train new users and reinforce platform best practices across technical teams
  • Evaluate new HaloPSA features, modules, and releases, and assess their applicability to organizational needs
  • Manage the relationship with HaloPSA support/vendor resources for platform issues, feature requests, and licensing

Required Qualifications

  • Experience administering a PSA, ITSM, or CRM platform (eg, HaloPSA, ConnectWise, Autotask, ServiceNow, Salesforce, HubSpot, or similar) in an administrator or platform owner capacity
  • Strong understanding of ticketing workflows, SLA management, and service delivery processes within a technical support or managed services environment
  • Experience configuring workflows, automation rules, custom fields, and reporting within a business platform
  • Experience managing user roles, permissions, and access controls within a shared business system
  • Strong analytical and troubleshooting skills, with the ability to diagnose platform configuration issues
  • Strong documentation skills and the ability to train others on platform use and best practices
  • Ability to translate operational requirements from multiple stakeholders into effective platform configuration

Preferred Qualifications

  • Direct experience administering HaloPSA specifically
  • Experience working within a Managed Service Provider (MSP) or Managed Security Service Provider (MSSP) environment
  • Experience managing integrations between a PSA platform and RMM, accounting, or CRM systems
  • Experience with automation/workflow platforms such as Rewst or similar
  • Experience supporting billing or SLA reporting accuracy through platform configuration
  • Experience acting as a platform “system owner” for a business-critical SaaS application (eg, Salesforce Administrator, ServiceNow Administrator, or similar analogous role)
Preferred Certifications (preferred but not required; equivalent combinations of education, certifications, and relevant professional experience will be considered)
  • HaloPSA certifications or vendor-provided training, where available
  • ITIL 4 Foundation
  • Relevant PSA/ITSM platform certifications (eg, ConnectWise, Autotask, ServiceNow)

Technical Skills

Platform Administration

  • HaloPSA configuration and administration
  • Workflow and automation rule design
  • Ticket templates and custom fields
  • SLA and business hours configuration
  • User roles and permissions management

Integrations & Data

  • PSA-to-RMM integrations
  • PSA-to-accounting integrations (e.g., Xero)
  • PSA-to-CRM integrations (e.g., HubSpot)
  • Data integrity and cleanup
  • API/integration troubleshooting

Reporting & Analytics

  • Dashboard and report building
  • SLA and operational metrics reporting
  • Data structure design for reporting needs

Professional Skills

  • Analytical thinking
  • Problem solving
  • Documentation discipline
  • Training and knowledge transfer
  • Cross-functional collaboration
  • Attention to detail
  • Ownership mentality
  • Communication with technical and non-technical stakeholders

Success Measures

Success in this role will be demonstrated through:
  • Reliable, well-configured HaloPSA workflows that support rather than hinder day-to-day operations
  • Accurate SLA tracking and reporting across Service Desk, NOC, and SOC teams
  • Reduced manual workarounds and process friction caused by platform misconfiguration
  • Strong data integrity within HaloPSA, including minimal duplicate or orphaned records
  • Effective, well-maintained integrations between HaloPSA and connected business systems
  • Positive feedback from technical teams on platform usability and support responsiveness
  • Clear, current documentation and training resources for HaloPSA use

Career Growth Opportunity

This role provides a foundation in platform administration and business systems ownership, with a path toward Senior Systems Administrator, Business Systems Manager, Automation & Integration Engineering, or IT Operations leadership roles as platform ownership responsibilities and organizational systems scope expand.

Schedule & Travel

This position generally operates during standard business hours, with occasional flexibility required to support platform maintenance, upgrades, or urgent configuration issues affecting operational teams.

Benefits

Benefits include:
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • 401(k)
  • Life insurance
  • Remote and hybrid work opportunities

    • About NOCDOC

    NOCDOC is a U.S.-based technology operations company with more than 35 years of experience delivering Security Operations Center (SOC), Network Operations Center (NOC), Service Desk, Network Engineering, Automation, and Managed Security Services.

    Supporting organizations across North America and internationally, NOCDOC delivers responsive, customer-focused technology operations that help businesses improve reliability, security, and operational efficiency.

    At NOCDOC, we invest in our people through continuous learning, mentorship, and career development, providing opportunities to grow into advanced engineering, automation, architecture, and technical leadership roles.