Service Desk Coordinator

SERVICE DESK COORDINATOR
User Support Function - Ticket Triage - Service Coordination
Net Value Partners - Your Technology Partner in Value Creation

============================================================

ABOUT NET VALUE PARTNERS

Net Value Partners (NetVP) is a technology department - an entire technology organization that operates as part of a client's business, not a vendor beside it. Built with an executive strategy layer at the top and six specialized functions beneath it - Cybersecurity, Network Operations, User Support, Project Delivery, Technology Supply Chain, and Business Intelligence & AI - we cover every layer of technology a growing business depends on, and we stay accountable for the outcomes, not just the activity. Our mission is to turn technology into ---------- ntum for the businesses we serve.

What makes us different is depth. We don't do a little for many - we do a lot for a few. We deliberately partner with a small number of growing, multi-location businesses in operations-critical industries and go deep into their environments, their processes, and their goals. That focus is the whole point: it lets our people truly know the systems and the people they support, rather than spreading thin across hundreds of accounts they'll never understand.

That model only works with the right people, so this is how we build our team. We hire for the long term and invest in people who want to grow with us. Because we go deep for a few clients, the coordinators and engineers here become genuine experts in the environments they own - trusted, recognized, and given real responsibility rather than a queue of strangers' tickets. When our name is on the work, we own it, and every function is named, measured, and accountable. We expect a lot, we support each other, and we operate as one coordinated department rather than a collection of individual roles.

We're headquartered in Naples, Florida, and remote-first, embedded in our clients' workflows wherever they operate. We hold ourselves to a clear set of standards in how we work: excellence as a baseline, continuous improvement, customer-centric decisions, integrity in every action, and strategic, long-term thinking. If you're looking for a place to go deep, build mastery, and stay for the long haul - not bounce between tickets for clients you'll never really know - you'll fit here.

ROLE OVERVIEW

As our Service Desk Coordinator, you are the first voice and first impression our clients meet. You own the front door of our User Support function - answering calls and emails, capturing every request accurately, triaging and routing work to the right function, and keeping tickets moving so nothing stalls or slips. This is a people-first role for someone who is genuinely easy to talk to: warm, calm, and clear with users of every technical level, while staying organized and disciplined behind the scenes. When a request comes through you, you own getting it to the right place.

Because we go deep for a small number of clients, you won't be a faceless voice on a high-churn queue. You'll get to know the people you support by name, learn how their business actually runs, and become the dependable front door they trust over time. This is a long-term seat for someone who wants to build that kind of relationship.

This is a fully remote, work-from-home position reporting to the Support Manager.

EMPLOYMENT DETAILS

- Work Setup: Fully Remote (Work From Home)
- Hours: Monday to Friday, 8:00 AM to 6:00 PM EST (10-hour shift with 1-hour unpaid lunch)
- Compensation: Based on experience
- Reports To: Support Manager
- Trial Period: 90 days

CORE RESPONSIBILITIES

Client Communication & Call Handling:

- Serve as the first point of contact for clients across phone, email, and the ticketing portal.
- Answer inbound calls promptly and professionally, making every client feel heard and informed.
- Communicate clearly and patiently with users of all technical levels, translating between plain language and technical detail.
- Provide proactive, same-business-day updates so clients are never left wondering about the status of their request.

Ticket Triage & Routing:

- Log every request into ConnectWise PSA with complete, accurate, well-written detail.
- As the single cross-functional coordination point, triage and route every ticket to the right destination by subject domain and criticality - User Support for daily IT issues, Network Operations for infrastructure and network, Cybersecurity for security events, and Project Delivery for migrations, deployments, and major changes.
- Recognize the domain of an incoming issue quickly - a user problem, an infrastructure problem, a security signal, or project-level work - and direct it accordingly without bouncing the client between functions.
- Apply sound ticket prioritization and adhere strictly to SLA commitments, fast-tracking high-criticality and security-related tickets.
- Acknowledge new tickets within 15 minutes and ensure no ticket sits unassigned or goes stale.

Engineer Support & Follow-Ups:

- Act as a coordination point for engineers - assisting with ticket creation, scheduling, and follow-ups so they can stay focused on resolution.
- Ensure engineers have all necessary information and context before work begins.
- Perform proactive follow-ups with both clients and tea ---------- mbers to keep tickets progressing and eliminate stale work.
- Serve as the communication bridge during ongoing issues and active escalations.

Escalation & Judgment:

- Escalate to any function - User Support, Network Operations, Cybersecurity, or Project Delivery - when scope, subject domain, or criticality calls for it, including project-level planning or leadership input.
- Treat suspected security issues as high-priority: route them to the Cybersecurity function promptly rather than holding them in the general queue.
- Escalate promptly when an SLA deadline is at risk.
- Flag incomplete tickets and gather missing details before assignment.
- Recognize when a ticket needs reassignment to a different function or urgent technical attention, and act on it.

Documentation & Ticket Hygiene:

- Maintain accurate ticket statuses throughout the lifecycle: New, In Progress, Waiting, Resolved.
- Record clear notes and a complete communication history in ConnectWise PSA.
- Close tickets only after confirming resolution with the client.
- Build and maintain the Service Desk Coordinator Playbook - triage processes, escalation paths, call scripts, and operating procedures.
- Submit timesheets accurately and on time each work period.

KEY PERFORMANCE INDICATORS

- Ticket acknowledgment speed (target: within 15 minutes).
- Routing accuracy and low reassignment rate.
- Call pick-up rate and responsiveness.
- Absence of stale or unassigned tickets.
- Client satisfaction and feedback scores.
- Timesheet accuracy and timeliness.

QUALIFICATIONS

Required:

- Excellent written and spoken English, with a warm, professional phone presence.
- Strong customer service instincts - a person people find genuinely easy to talk to.
- Hands-on experience with ConnectWise PSA, or a comparable PSA/ticketing platform.
- Solid ticket prioritization skills and a working understanding of SLA management.
- Basic to intermediate understanding of common IT issues (email, MFA, permissions, connectivity).
- Strong organizational skills, attention to detail, and comfort handling high call volume.

Preferred:

- Experience in an MSP, NOC, or IT service environment.
- Familiarity with Microsoft 365 and its common user-facing issues.
- Prior experience building or contributing to team playbooks or runbooks.

IDEAL CANDIDATE

The ideal Service Desk Coordinator is approachable, organized, and calm under pressure. They take ownership of the client experience from the first hello, keep work flowing across the team without being told to, and treat clear communication and clean documentation as core to the job - not an afterthought.

HOW TO APPLY

Send your resume and application to: ----------
Subject line: Hire Me - Service Desk Coordinator

To be considered, please answer these three questions in your application:

1. This role works US business hours (8:00 AM to 6:00 PM EST, Monday to Friday). Are you able to commit to this schedule long-term, and what is your current home internet and backup setup for remote work?

2. A client calls in frustrated about an urgent issue, and while you're on that call two more tickets come in by email. Walk us through how you would handle the next 15 minutes.

3. Tell us about your experience with ticketing/PSA systems (ConnectWise or similar) and how differentiate between a service ticket and a project ticket?

All new employees complete a 90-day trial and training period before transitioning to regular employment status.