Onboarding Team Manager

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

The ideal candidate will lead and oversee a team responsible for seamlessly onboarding new clients to our managed services platform. This role requires a blend of technical expertise, project management skills, team building and a client-centric approach to ensure a smooth transition and set the foundation for long-term client success.

Accountabilities

Onboarding Leadership

• Develop and implement standardized onboarding processes and best practices 
• Coordinate cross-functional teams to ensure efficient and effective client onboarding 
• Continuously improve onboarding procedures based on feedback and metrics 
• Ensure all onboarding projects are completed on time and within scope

Team Mentorship and Development

• Lead, mentor, and develop a team of onboarding specialists 
• Conduct regular performance evaluations and provide constructive feedback
• Identify skill gaps and implement training programs to enhance team capabilities
• Foster a culture of continuous improvement and customer-first mindset

Client Relationship and Escalation

• Serve as the primary point of contact for high-profile client onboarding projects
• Build and maintain strong relationships with new clients during the onboarding process 
• Collaborate with account managers to ensure a smooth handoff post-onboarding  
• Address escalations and resolve complex issues during the onboarding phase

Project Profitability and Resource Scheduling

• Oversee the planning and execution of all client onboarding projects 
• Develop project timelines, resource allocation plans, and risk mitigation strategies 
• Monitor project progress and ensure adherence to timelines and budgets  
• Collaborate with other departments to coordinate resources and expertise as needed

Technology Integration and Deployment

• Oversee the integration of client systems and data into NetCov's managed services platform
• Ensure proper documentation of client environments and configurations 
• Collaborate with the engineering team to address technical challenges during onboarding 
• Stay current with NetCov's service offerings and technology stack to ensure smooth integration
• Other duties as assigned

Performance Management & Results

• Establish and track key performance indicators (KPIs) for the infrastructure team
• Implement data-driven decision-making processes to improve team efficiency and effectiveness
• Ensure timely delivery of projects and adherence to service level agreements (SLAs)
• Drive continuous improvement in team performance and client satisfaction

Knowledge, Skills, and Abilities Required

•    7+ years of experience in IT infrastructure management, with at least 3 years in a management role.

•    Strong technical knowledge of on-premises infrastructure, Microsoft 365, cloud platforms, and operating systems

•    Proven experience in managing cloud migration projects

•    Excellent understanding of IT service management principles and best practices

•    Strong project management skills and experience with relevant methodologies (e.g., ITIL, Agile)

•    Excellent communication, interpersonal, and client relationship management skills

•    Relevant certifications (e.g., MCSE, AWS Certified Solutions Architect, Azure Administrator) are a plus

Why work at Netcov?

•    Innovative Solutions: Work with cutting-edge cybersecurity and IT services tailored to the financial sector’s evolving needs.

•    Competitive Compensation: Competitive base salary plus performance-based incentives and commissions.

•    Professional Growth: Access to continuous training, career development, and opportunities for advancement within a rapidly growing company.

•    Collaborative Culture: Join a team of passionate professionals who work together to solve complex challenges and deliver exceptional service to our clients.

Role Logistics

•    This is a full-time position

•    This position may require travel occasionally for on-site meetings