NCV HOLDCO LLC

Manage incoming support requests, prioritize tickets, monitor SLAs, and communicate with clients. | Associate degree and 3+ years IT experience with strong technical and communication skills. | About the Role  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 make sure they have a balanced ticket count across the team. * Participate in daily and weekly recurring team huddles, raising up any trends / concerns / roadblocks.  * Coordinate field tech dispatches, validating onsite times and hardware needed. * Cover across as a backup resource for Team Leads and other management rolls 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. * Works closely with the Team Leads, Service Desk Coordinators and Manager to stay ahead of client trends and team metrics. * Helps 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. Knowledge, Skills, and Abilities (KSAs) Required Technical Expertise: * 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  Communication and Interpersonal Skills: * 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 Technical Competencies  Criteria for Success * 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 latest technical information; quickly learns new information. Role Logistics * This is a full-time position * The schedule for this position will be Monday to Friday from 11:00AM to 8:00PM EST * 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. Shift Schedule: Monday to Friday from 11:00AM to 8:00PM EST

Oversee end-to-end delivery of client projects, lead technical teams, and consult client leadership to translate technical requirements into business outcomes. | At least 5 years in systems engineering or technical leadership with broad cloud platform knowledge and a relevant professional certification. | COMPANY OVERVIEW At NetCov, we specialize in delivering cutting-edge IT and cybersecurity solutions designed to protect and optimize the digital infrastructure for the industries we serve. We differentiate ourselves from our competition through our deep and intimate knowledge of our customers’ business.  ABOUT THE ROLE  As a key member of the Project Services Team, the Technical Delivery Manager (TDM) is responsible for the end-to-end technical delivery of client projects, ensuring seamless execution while maintaining alignment with PMO policies and standards. The TDM leads small technical teams through coordination, accountability, and hands-on involvement—not through personnel management, but by driving delivery outcomes with ownership and technical leadership.  The TDM has a broad technical foundation across systems infrastructure, Microsoft 365, Azure, AWS, networking, and migration projects. While not required to be a subject matter expert in every discipline, this role demands a strong understanding of each area to guide engineers, make informed technical decisions, and ensure quality delivery. This individual will also act as a trusted technical consultant for client leadership, often engaging with C-suite executives or primary IT contacts to ensure confidence, clarity, and successful project outcomes. The ideal candidate thrives in a fast-paced, client-facing environment and has the ability to balance strategic direction with tactical execution. ACCOUNTABILITIES Technical Delivery Oversight * Own and lead the full lifecycle of technical project delivery, ensuring adherence to scope, quality, and timelines. * Coordinate and guide engineering resources to maintain accountability and project momentum. * Ensure all project efforts align with PMO methodologies, policies, and quality standards. * Develop and maintain technical documentation, project plans, and client communications. * Serve as the primary technical point of contact for the client throughout project execution. * Identify potential risks and create mitigation strategies to maintain project health. * Perform limited hands-on engineering or configuration tasks where required to meet deadlines or ensure completion.   Client Relationship & Consultation * Act as a trusted advisor for customer C-suite and senior IT leadership, translating complex technical concepts into business outcomes. * Maintain strong and transparent communication with clients through regular updates and collaboration. * Ensure a high-quality client experience with proactive issue resolution and professional engagement. * Identify opportunities for process improvement and technical advancement within client environments.   Technical Proficiency * Maintain working knowledge across core infrastructure areas including: * Microsoft 365 administration and migrations * Azure and AWS environments * File and domain migrations * Networking fundamentals (switches, firewalls, VPNs, wireless) * Virtualization and server infrastructure * Ability to perform hands-on engineering work when necessary to keep delivery moving forward. * Strong understanding of interdependent systems, infrastructure, and migration methodologies.   Leadership and Collaboration * Lead a small team of engineers through coordination, technical direction, and delivery ownership. * Promote collaboration, documentation consistency, and adherence to PMO standards. * Mentor and provide guidance to team members to enhance technical capability and delivery quality. * Foster an environment of accountability, continuous learning, and teamwork.   KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED Technical Proficiency: * Broad knowledge across systems infrastructure, networking, and cloud platforms (M365, Azure, AWS). * Strong ability to lead and deliver multi-phase technical projects across diverse technology stacks. * Exceptional communication and client engagement skills with executive-level presence. * Experience in merger and acquisitions (M&A) environments or multi-organization integrations is highly desired. * Strong documentation and organizational abilities. * Minimum of 5 years in systems engineering, solutions delivery, or technical leadership roles, preferably within an MSP or equivalent technical services environment. * One associate- or mid-level certification, or completion of a relevant certification within 90 days of hire; an IT or Computer Science degree may substitute this requirement.   Certifications and Bonus Skills * Relevant certifications such as PMP, Six Sigma, CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Administrator, or AWS Certified Solutions Architect are highly desirable. * Strong understanding of Microsoft 365, Azure, and migration toolsets. * Experience leading projects involving infrastructure consolidation or cloud adoption initiatives.   Why work at Netcov? * We believe in: Innovative Solutions, Professional Growth, Competitive Compensation, Continuous training, & Collaborative Culture   Role Logistics * This is a full-time, exempt position * This position may require travel to client or company offices where locations will vary.