ConnectWise RMM & Helpdesk Buildout
End-to-end implementation of a ConnectWise-based IT management stack — PSA, RMM, remote access, network monitoring, patch management, endpoint management, and executive reporting dashboards.
Overview
At a previous employer, I led the end-to-end onboarding and configuration of the ConnectWise platform to modernize IT service delivery and establish a fully operational helpdesk from the ground up. Prior to this project, there was no centralized ticketing system, no formal patch management process, and no unified visibility across endpoints and network infrastructure.
The buildout encompassed the full ConnectWise ecosystem — Manage (PSA), Automate (RMM), ScreenConnect (remote access), Auvik (network monitoring), and BrightGauge (reporting dashboards) — integrated and configured to provide a single pane of glass for IT operations.
Implementation
ConnectWise Manage — PSA & Service Desk
Configured ConnectWise Manage as the PSA and service desk platform. Built out the ticketing workflow from scratch — ticket boards, service types, priorities, SLA definitions, and escalation rules. Set up company and contact records, agreement types, and billing configurations. Established the helpdesk queue structure to support Tier 1 through Tier 3 routing and resolution tracking.
ConnectWise Automate — RMM & Patch Management
Deployed the ConnectWise Automate RMM agent across all endpoints for centralized monitoring, alerting, and automated remediation. Configured patch management policies for Windows OS and third-party applications, defining approval workflows, maintenance windows, and exclusion lists. Built automation scripts for routine administrative tasks and endpoint health checks, reducing manual intervention and ensuring consistent patch compliance across the environment.
ScreenConnect — Remote Access
Integrated ScreenConnect (ConnectWise Control) for remote support and unattended access across all managed endpoints. Configured access groups, session types, and security policies to enforce least-privilege remote access. Tied ScreenConnect sessions directly into ConnectWise Manage tickets for seamless session tracking and audit logging.
Auvik — Network Monitoring
Onboarded Auvik for network infrastructure monitoring and topology mapping. Deployed Auvik collectors to provide automated device discovery, real-time network maps, and alerting for connectivity issues, device outages, and configuration changes. Integrated Auvik alerts with ConnectWise Manage to automatically generate tickets on network events, ensuring nothing fell through the cracks.
BrightGauge — Reporting & Dashboards
Configured BrightGauge dashboards pulling data from ConnectWise Manage and Automate to provide real-time visibility into helpdesk performance, ticket SLA compliance, patch status, endpoint health, and open issue trends. Built custom reports for IT operations review, giving leadership clear visibility into service delivery metrics and infrastructure status without requiring manual data pulls.
Platform Stack
ConnectWise Manage
PSA, service desk ticketing, SLA management, billing, reporting, and helpdesk workflow configuration.
PSA · Service Desk · Ticketing
ConnectWise Automate
RMM agent deployment, patch management, endpoint monitoring, alerting, and automation scripting.
RMM · Patch Management · Automation
ScreenConnect
Remote support and unattended access with session logging, access groups, and ConnectWise Manage integration.
Remote Access · Session Logging
Auvik
Network topology mapping, device discovery, real-time alerting, and automated ticket creation on network events.
Network Monitoring · Topology · Alerting
BrightGauge
Real-time dashboards and custom reports pulling from ConnectWise Manage and Automate — SLA compliance, patch status, endpoint health, and helpdesk performance metrics.
Dashboards · Reporting · KPIs
Outcomes
- ✓Fully operational helpdesk built from scratch — centralized ticketing, SLA tracking, and escalation workflows
- ✓Unified endpoint visibility via RMM with automated patch compliance across all Windows devices
- ✓Network monitoring with automated ticket creation — no manual alerting or gap in coverage
- ✓Remote access standardized across all endpoints with full session audit logging
- ✓Executive-level reporting dashboards delivering real-time IT operations visibility without manual reporting