New Charter Technologies

IT Support

• Help users by quickly solving tech issues and keeping things running smoothly.
• Handle a wide range of tasks, from resolving printer issues and password resets to troubleshooting MFA, verifying suspicious emails, and responding to antivirus alerts.
• Provide support for client-specific applications and assist with new user setups.
• Manage tickets using ConnectWise PSA, maintain accurate documentation in Hudu.
• Collaborate with your team to keep systems performing their best.
• Regularly interact with customers, stay ahead of potential issues, and participate in team meetings to stay aligned and informed.
• Address any new open tickets for the CST.
• Review existing outstanding tickets and schedule time to resolve.
• Follow up on any escalated tickets to assist with resolution.
• Complete proactive review of clients for updates, backups, and other possible issues.
• Work with CST on identifying areas to improve client network uptime and efficiency.
• Close all tickets that have been resolved and verified.
• Enter time and verify all time is entered for the day.
• Assist other CST’s as needed if they are behind.
• Meet with clients to review TBRs and move initiatives forward to meet annual need.

Senior Help Desk Engineer

Engineer

• Provide remote or occasional on-site Level 2 technical support to ADNET clients
• Actively manage assigned tickets, projects, and follow-ups
• Maintain client documentation and keep it updated
• Identify and recommend proactive solutions for recurring issues
• Perform preventative maintenance on servers, workstations, switches, and firewalls.

TAC Engineer

Systems Engineer

• Closing 7 client-facing tickets per day
• Having a billable rate of 85% or more per day
• Closing out escalated helpdesk tickets quickly and efficiently
• Provide mentorship and guidance to helpdesk technicians
• Ability to comfortably handle onsite requests
• Following troubleshooting best practices and escalation policies
• Document your time in our ticketing system
• Stay up to date on current technology
• Ability to oversee multiple clients

Managed Services System Engineer

Human Resources

• Provide HR consultation and support to a designated region of operating companies
• Partner with New Charter People leaders to develop and implement effective HR policies and practices that support strategic growth
• Provide consultative HR service delivery in areas of payroll, benefits, compensation, performance management, employee relations, coaching, and organizational development
• Serve as the HR point of contact for team members at assigned partner companies
• Collaborate with the People team to champion and accelerate a culture of excellence
• Assist in the development of people strategies and design approaches for diagnosing and enhancing organizational effectiveness and engagement
• Analyze and interpret various types of reports to aid in decision making and provide solutions to leadership
• Partner with other Regional HRBPs and Learning & Development colleagues to work on value-added programs in wellness, culture, training, and development.

Senior Regional HR Business Partner

• Partner with New Charter People leaders to develop and implement effective HR policies and practices
• Provides consultative HR service delivery in areas of payroll, benefits, compensation, feedback, performance management, employee relations, development and coaching, and organizational development
• Answers team member's questions and helps team members navigate various aspects of HR
• Collaborates with the People team to champion and accelerate a culture of excellence
• Analyzes and interprets various types of reports to aid in decision making and provide solutions to partner company leadership

Regional HR Business Partner

Technical Account Manager

• Serve as the main point of contact for ~20 clients, with a focus on larger accounts.
• Coordinate meetings, manage agendas, and maintain strong client relationships.
• Participate in project meetings, develop long-term client technology roadmaps (1-, 4-, 5-year plans), and ensure alignment with New Charter Technologies’ standards.
• Provide Tier 1+ technical input on software/hardware decisions (e.g., scan guns, production lines).
• Maintain and enforce documentation using tools like OneDrive, SharePoint, and ITGlue.
• Lead or support quarterly client reviews based on account tiering (A–D).
• Perform security posture assessments and monitor compliance frameworks (e.g., CIS, NIST).
• Mentor junior staff and provide Tier 3 support when necessary.
• Collaborate with sales/product to drive upsell and cross-sell initiatives.

Operations

• Analyze operational performance across New Charter’s 30+ operating companies, evaluating key business metrics such as capacity utilization, resource allocation, and project efficiency
• Develop and maintain advanced Power BI dashboards and analytics models that visualize KPIs, monitor trends, and enable data-driven decision-making across multiple business units
• Identify operational trends, risks, and opportunities by synthesizing data from multiple systems (e.g., PSA, ERP, CRM) to support executive and operating company leadership in improving efficiency and profitability
• Design and implement standardized reporting frameworks to create consistent, comparable operational insights across the platform
• Build benchmarking models to evaluate subsidiary performance against internal standards and best-in-class metrics
• Conduct forecasting and scenario modeling to project the impact of staffing, capacity, and service delivery changes on operational performance
• Partner with executive leadership and the Operational Success Team to prepare insights, presentations, and data-driven recommendations for business reviews and strategic planning sessions
• Collaborate with Finance, HR, and Technology teams to align and automate data sources, improve data integrity, and enhance reporting efficiency
• Support integration and onboarding efforts for newly acquired subsidiaries, ensuring their operational metrics and systems align with New Charter’s enterprise reporting standards
• Develop and document data governance best practices, ensuring consistent data definitions, quality controls, and transparency across the organization
• Lead ad-hoc analysis to investigate operational anomalies, assess process improvement initiatives, and support strategic decision-making by senior leadership
• Continuously refine KPIs and reporting methodologies to adapt to evolving business goals and operational priorities

Operations Analyst

Vice President

• Lead and oversee multiple MSP portfolio companies to achieve financial and strategic targets
• Set and manage operational KPIs: revenue, EBITDA, service margin
• Align company strategy with broader New Charter vision and standards
• Collaborate with platform services (Finance, HR, Marketing, Growth)
• Drive continuous improvement in service delivery and internal systems
• Mentor and develop business leaders within each portfolio company
• Champion innovation, accountability, and operational best practices

Divisional Executive Vice President

Program Manager

• Manage an ongoing AI Enablement Program for multiple clients
• Lead strategic planning processes and guide meetings
• Work with IP, defined processes, and training programs to support capabilities

AI Enablement Program Manager

Artificial Intelligence

• Lead AI Enablement team
• Drive strategy conversations with clients
• Manage service delivery and team development

Director of AI Enablement

Accounts Receivable

• Process and post daily Accounts Payable transactions, including invoice entry, approvals and payments
• Manage Accounts Receivable duties, including customer invoicing, payment application and collections follow-up
• Reconcile vendor statements and resolve discrepancies in a timely and professional manner
• Reconcile the assigned general ledger accounts in accordance with Corporate Policies and Procedures
• Work with the Assistant Controller to research and explain variances to forecast and budget
• Ensure company accounting procedures conform to generally accepted accounting principles
• Drive process improvements and lead exciting accounting transformation projects to achieve scalability, efficiency, and productivity
• Support with year-end audit and schedule requests from external auditors

AP/AR Specialist

Accountant

• Process and post daily Accounts Payable transactions
• Manage Accounts Receivable duties
• Reconcile vendor statements and resolve discrepancies
• Reconcile the assigned general ledger accounts
• Support with year-end audit and schedule requests from external auditors

Staff Accountant

• Provide advanced support in Windows Server environments, including configuration and maintenance of backup and disaster recovery systems.
• Manage Microsoft 365 (O365) environments, including user provisioning, license management, and administration of Entra ID (formerly Azure AD), Intune, and Active Directory.
• Respond to and resolve network-related tickets involving configuration of firewall policies, WAP troubleshooting, and general LAN/WAN support.
• Support mixed IT environments including virtual machines (VMs), hybrid infrastructure, and both on-premise and cloud-based systems.
• Perform diagnostics using tools such as Wireshark and other network utilities to efficiently troubleshoot and resolve issues.
• Administer and monitor security tools, including MFA, firewalls, LAN hardening, and endpoint protection.
• Coordinate with ISPs and vendors to support and troubleshoot connectivity issues and external dependencies.
• Maintain and support licensing for Microsoft and third-party software tools.
• Use service desk software to triage, prioritize, and escalate help requests while adhering to SLAs.
• Document resolutions and identify trends to proactively reduce recurring technical problems.
• Communicate effectively with clients and team members to ensure high-quality service delivery.

Product Manager

• Define the vision, strategy, and roadmap for Microsoft solutions within the Managed IT Services portfolio.
• Identify market trends, customer needs, and competitive offerings.
• Collaborate with engineering and technical teams to define architecture and technical requirements.
• Implement, test, and deploy Microsoft-based solutions (Microsoft 365, Azure, Power Platform, Dynamics 365).
• Ensure solutions leverage the latest Microsoft technologies and oversee integration with other IT services.
• Conduct market research and competitive analysis.
• Define and document product requirements and specifications.
• Provide training to sales teams and develop sales collateral.
• Act as a subject matter expert in Microsoft solutions and oversee solution development lifecycle.
• Manage project timelines and collaborate with cross-functional teams to ensure successful execution.

Solutions Product Manager

Compliance

• Compliance & Regulatory Oversight: Ensure adherence to regulatory and industry standards relevant to clients (e.g., HIPAA, PCI-DSS, SOC 2, CMMC, GDPR, NIST CSF, ISO 27001).
• Policy & Documentation: Develop, implement, and maintain security compliance policies, standards, and procedures for both internal operations and client environments.
• Risk & Incident Management: Partner with security and service delivery teams to identify, assess, and mitigate compliance risks.
• Global Privacy Program: Design, implement, and manage a global privacy program that ensures compliance with data protection laws and regulations (e.g., GDPR, CCPA, HIPAA, PIPEDA, LGPD).
• Mergers & Acquisitions Oversight: Lead security and compliance due diligence activities during M&A processes.
• Third-Party Vendor Risk Management: Establish and maintain a third-party vendor risk management program.

Compliance Specialist

Security Engineer

• Primary Responsibilities
• Security Tool Management Administer and maintain enterprise security tools (e.g., SIEM, EDR/XDR, vulnerability management, MFA/SSO, email security, firewall monitoring). Ensure security tools are properly configured, updated, and integrated with broader security and IT operations.
• Tool Consolidation & Optimization Lead initiatives to consolidate overlapping security solutions to reduce complexity and cost. Optimize existing tools to maximize performance, minimize redundancy, and improve ROI. Collaborate with internal teams to streamline tool usage across multiple service lines.
• Dashboarding & Security Visibility Develop and maintain security dashboards to provide real-time visibility into threat detection, response coverage, and compliance posture. Create executive-level and technical-level reporting to communicate security metrics, coverage gaps, and trends. Ensure dashboards provide actionable insights for security operations and leadership decision-making.
• Security Operations Support Work with the SOC team to ensure effective monitoring, detection, and incident response capabilities. Support vulnerability management programs through effective tool use and reporting. Partner with compliance and risk teams to ensure tools support regulatory and contractual requirements.

• Architect and oversee end-to-end security solutions across hybrid and cloud environments, particularly within the Microsoft ecosystem (M365, Azure, Entra ID).
• Develop and execute consolidation strategies for redundant or overlapping security technologies, reducing complexity and improving manageability.
• Lead engagements including risk assessments, architectural reviews, and strategic planning sessions
• Optimize Microsoft 365 and Azure security configurations, including conditional access, MFA, PIM, Defender Suite, Intune, Purview, and data loss prevention.
• Translate business requirements into secure, scalable, and cost-effective technical solutions aligned with industry frameworks (NIST CSF, ISO 27001, Etc.)
• Serve as a trusted advisor for internal teams and clients on emerging threats, security best practices, and roadmap planning.
• Provide mentorship to junior security team members and contribute to the development of internal standards, documentation, and reusable frameworks.

Security Architect

Frontend Engineer

• Take ownership of large web development projects, seeing them through to completion
• Partnering with clients to create visually appealing sites that feature user-friendly design and clear navigation
• Designing and implementing new features and functionality
• Establishing and guiding website architecture
• Formulating an effective, responsive design and turning it into a working theme and plugin
• Working with business stakeholders and executive management to solve interesting technical problems
• Provide on demand support to existing clients
• Provide domain management support
• Collaborating with individuals at all levels of our organization internally as well as our client organizations
• Thoroughly documenting project build and maintenance, and performing regular testing and QA with the team