NCV HOLDCO LLC

Role Description Service Desk Coordinators play a critical role in providing excellent customer service and helping coordinate incoming support tickets, monitoring service level agreements (SLAs) and tech dispatches. The Service Desk Coordinator is passionate about building relationships, problem solving, and working across teams within NetCov to provide an exceptional experience for our client. Accountabilities - Coordination - Manage incoming support requests via phone, email, and ticketing system. - Prioritize and assign tickets to appropriate technicians based on skillset and urgency. - Monitor ticket resolution times and ensure adherence to SLAs. - Track and report on key performance indicators (KPIs) related to help desk performance. - Help the Service Desk Manager by assisting with tech workload assignments to ensure a balanced ticket count across the team. - Participate in daily and weekly recurring team huddles, raising any trends, concerns, or roadblocks. - Coordinate field tech dispatches, validating onsite times and hardware needed. - Cover as a backup resource for Team Leads and other management roles when required. - Customer Service - Ensure that all customer inquiries and complaints are addressed promptly and professionally. - Build and maintain positive relationships with end-users. - Service Delivery and Quality Assurance - Ensure NetCov has updated customer documentation needed to provide best-in-class support. - Work closely with the Team Leads, Service Desk Coordinators, and Manager to stay ahead of client trends and team metrics. - Help oversee the effective resolution of incidents and problems, ensuring timely escalation and follow-up. - Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations. - Incident and Problem Management - Participate in the Client Service Desk queue by answering calls within designated windows and providing support as needed. - Leverage dashboarding tools to track daily and weekly metrics. Highlight and escalate challenges related to identified critical support KPIs to dedicated Team Lead and Service Desk Manager. Qualifications - Associates Degree in Information Technology, Computer Science, Network Administration or related business field is highly desirable. - 3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, IT Specialist or similar position. - Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable. - A people person who is an effective communicator. - Shows an interest in learning new materials and staying abreast of the latest technical information; quickly learns new information. Requirements - Technical knowledge of current IT infrastructures including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems and security. - Proficiency with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office365, printing and Microsoft Office highly desired. - Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless. - Excellent verbal and written communication abilities. - Active listening skills to fully understand client issues and concerns. - High attention to detail to ensure accurate record-keeping. Role Logistics - This is a full-time position. - This position may require travel to client offices where locations will vary. - This position may require travel to industry events, Network Coverage office locations, and Network Coverage events where locations will vary.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Project Manager is a dynamic leader passionate about delivering exceptional project outcomes. This role is ideal for someone who thrives on managing complex technical projects within a fast-paced environment. The right candidate will come to work each day excited to strategize and implement initiatives that ensure successful project delivery. - Oversee project teams, managing client relationships, and ensuring projects are completed on time and within budget. - Possess a technical understanding, including knowledge of technologies such as networking, cloud, and on-premise infrastructure. Accountabilities - Project Management and Delivery: - Lead and manage multiple technical projects from initiation to completion, ensuring they meet client requirements and organizational standards. - Develop detailed project plans, including timelines, milestones, and resource allocation. - Monitor project progress, identify risks, and implement mitigation strategies to ensure successful project delivery. - Ensure all project documentation is complete, accurate, and up-to-date. - Client Relationship Management: - Serve as the primary point of contact for clients, ensuring clear and effective communication throughout the project lifecycle. - Build and maintain strong client relationships, addressing any concerns or issues promptly and professionally. - Ensure client satisfaction by delivering high-quality project outcomes and exceeding client expectations. - Team Leadership and Development: - Lead and mentor project teams, fostering a culture of collaboration and continuous improvement. - Provide guidance and support to team members, ensuring they have the necessary resources and training to excel in their roles. - Maintain high levels of team engagement and morale, promoting a positive and productive work environment. - Strategic Planning and Execution: - Develop and execute project strategies aligned with organizational goals and client needs. - Analyze project performance and market trends to inform strategic direction and continuous improvement. - Ensure alignment of project strategies with the company's growth objectives and client satisfaction goals. Qualifications - Advanced Industry Understanding: Deep knowledge of MSP market dynamics, project management methodologies, and emerging trends. - Strategic Visionary: Exceptional ability to develop long-term project strategies aligned with organizational goals. - Leadership and Team Development: Proven track record in leading, mentoring, and developing project teams. - Analytical and Data-Driven Decision Making: Strong competency in using data analytics to guide project strategy and improvements. - Innovative Thinking: Ability to drive innovation within project management processes and offerings. Requirements - Experience with project management tools and methodologies. - Proficiency in data analysis and reporting software. - Familiarity with IT service management frameworks, preferably ITIL. - 5+ years of IT or MSP related hands-on experience. - 2+ years of practical experience within project management. Certifications and Bonus Skills - Six Sigma Green or Black Belt Certification, PMP Certification or technical certifications and experience is highly desirable. - Knowledge and skills in AWS, Azure, O365, Virtualization, and other technologies are a major bonus. - Experience with M&A Integrations is also a bonus. Role Logistics - This is a full-time position. - Days and hours of work are Monday through Friday, 8 AM – 5 PM. - This position may require travel to client offices, industry events, and company locations on a minimal basis; travel locations will vary. - Salary range: [To be determined based on experience and location.] - Classification: Exempt