From Tech to PM: A Survival Guide for New Project Managers Using ConnectWise
So... You Just Became a Project Manager
You were a great tech. You knew the systems, the clients loved you, and your tickets were always clean.
Then came the promotion.
Now you’re the Project Manager, and your job is no longer just getting the work done - it's making sure the whole thing gets done, on time and on budget. You’ve gone from “fixing stuff” to “herding cats.”
If you're staring at ConnectWise Manage wondering where to even start, you’re not alone.
Let’s walk through the core areas of ConnectWise project management - specifically for someone who just stepped into the PM seat. If you don’t want to read everything and need help today - check out my ConnectWise Project Management Course where I personally walk you through everything you need to know to manage projects in ConnectWise.
1. Project Header Setup & Initial Conversion: Get This Right or You're Doomed
Most projects are already behind before they even start. Why? Because they’re not set up correctly in ConnectWise.
Before kickoff:
Check the billing method. Are you billing Fixed Fee, Time and Materials, or both? This determines how the project revenue flows and how invoices get generated.
If it’s Fixed Fee, double-check that the total invoice amount matches the quoted amount.
Confirm that Start and End Dates are reasonable. If your techs can’t complete the install in that window, adjust it now.
Pro Tip: Garbage in, garbage out. Clean headers = smoother billing and less rework later.
2. Work Plan and Scheduling: This Is Your Blueprint
Think of the work plan like your install plan - it’s how you organize what needs to be done and who’s doing it.
Break the project into phases and tasks.
Assign work to team members using either scheduled times or due dates.
If your resources are shared between Service and Projects, be mindful of scheduling conflicts.
Don’t just dump the whole project on one person. Spread the tasks out, and set expectations with clear deadlines.
Are your resources coming from the service board? Or are they project-only? Your answer changes how you schedule and assign work.
3. Keeping Projects on Track: The Thing They Never Taught You
This isn’t something you'll learn in a ConnectWise university course, but it's the #1 habit of strong PMs:
Have a monthly project review meeting.
Review each project’s status
Update the % complete and estimated end dates
Discuss blockers with your team
Loop in billing if needed
Even just one monthly review can reduce overages, improve communication, and flag billing issues early.
4. Billing: Don’t Leave Money on the Table
Let’s be real - billing is one of the most overlooked parts of ConnectWise project management. And it’s where a lot of profit gets lost.
Here’s what to track:
Are you billing a deposit upfront? Use downpayment invoices.
Are you doing progress billing at milestones? Use those to your advantage.
Don’t forget the final invoice - clean and complete.
If you're partially billing, make sure someone from billing checks the projects every month. Include them in your monthly PM meeting so they know what to invoice and when.
5. Handling Change Orders: The Right Way
Changes are inevitable. A scope change, an added switch, a last-minute rack design. It happens. The key is how you track them.
Create a new Opportunity for every change.
Use naming conventions like:
Cutover Project CO-01 (External)– Client will be billedCutover Project CO-0A (Internal)– Internal change, not billed
If you're using ConnectWise CPQ, generate a separate quote for the change and tie it to the Opportunity.
Then:
Once the change is signed/approved, convert it into the existing project
Either:
Bill it separately, OR
Roll it into the main project and deselect “Bill Phase Separately”
Add it as a new phase in the work plan so hours are tracked independently
This structure lets you report on:
Original project profit
Each change order’s impact
Total margin with and without changes
You're Not Alone. You're Just Early.
Becoming a PM when you come from a technical background is a learning curve - but it's one you can absolutely master.
Start by:
✅ Setting up your headers correctly
✅ Using the work plan effectively
✅ Holding monthly project check-ins
✅ Involving billing early
✅ Tracking changes as separate opportunities
With a clean process and some structure, you’ll go from overwhelmed to in control - fast.
And if you want help getting there, I work with new PMs every day to build confidence, clean up ConnectWise, and build processes that scale. I have a whole course on it!
You’ve got this.
