Service Desk Coordinator

🕒 June 15

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NetCov

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔒 Cybersecurity

📋 Compliance

🤝 B2B

💰 Private equity on 2022-11

Cybersecurity • Compliance • B2B

NetCov is a managed IT and cybersecurity firm that delivers managed IT services, cloud solutions, compliance management, AI-driven advisory, and cybersecurity to businesses across industries. With about 30 years of experience, 350+ staff, and partnerships with providers like AWS and Microsoft, NetCov focuses on secure, scalable, people-first IT support, regulatory compliance (including CMMC/NIST readiness), and AI-enabled automation for organizations such as AEC firms, credit unions, defense contractors, private equity-backed companies, and nonprofits.

📋 Description

• 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. • Ensure that all customer inquiries and complaints are addressed promptly and professionally. • Build and maintain positive relationships with end-users. • 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, in alignment with the overall needs of NetCov operations. • 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.

🎯 Requirements

• 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.