Unifying and Scaling IT Support for the Catholic Diocese of Trenton
How NRI Enabled 24/7 Helpdesk Services, Azure Virtual Desktop Support, and Modern Datacenter Operations Across 140+ Sites
Business situation
The Catholic Diocese of Trenton—a nonprofit overseeing a Pastoral Center (100 employees), 100 parishes, and 40 schools—relied on a three-person IT team and an underperforming MSP that repeatedly failed on network changes, virtual desktop management, and backups. As the support footprint and technical complexity grew, leadership needed a scalable, reliable partner to deliver 24/7 helpdesk services, Azure Virtual Desktop (AVD) support, and modern datacenter operations across a geographically dispersed community.
Considerations
Scalability & Staffing
Service Reliability
Strict SLA Compliance
Scaling the Support Framework
To translate these considerations into a cohesive plan, NRI conducted stakeholder workshops with IT leadership, parish administrators, and school support staff. We mapped existing support gaps—spanning AVD responsiveness, network change controls, and backup reliability—and defined clear success metrics that aligned with the Diocese’s mission to serve its communities without interruption.
Based on this alignment, we crafted a phased roadmap that prioritized rapid wins (helpdesk uplift and AVD stabilization) before rolling out broader infrastructure and managed-services changes. Executive sponsors endorsed the plan, ensuring budget and policy support, while regular steering sessions provided transparency and accelerated decision-making.
Our solution
NRI began with a Strategic Assessment & Roadmap, performing in-depth reviews of the Diocese’s AVD environment, on-premises and colocation infrastructure, ExpressRoute connectivity, and Commvault backup setup. This assessment exposed configuration gaps, security risks, and performance bottlenecks, forming the basis of a prioritized action plan.
Next, we executed Professional Services Modernization, reconfiguring ExpressRoute for optimal throughput, deploying Commvault eDiscovery and email-archiving, upgrading to Cisco fiber-channel switches, and consolidating datacenters. These changes built a resilient, streamlined foundation that could support high-availability workloads and simplified management.
Finally, we launched Scalable Managed Services: a 24/7 remote Service Desk, fully managed Azure Virtual Desktop with performance tuning, and integrated infrastructure services covering network, storage, compute, and DR failover to Azure. This end-to-end support model ensured consistent, SLA-driven service across the Pastoral Center, parishes, and schools.
Capabilities applied
Advisory & Planning
Managed Services
Business Resiliency
Technologies utilized
Microsoft Azure Virtual Desktop
ExpressRoute Connectivity
Cisco Meraki Networking & Security
Commvault Backup & Archiving
Results
NRI’s engagement transformed the Diocese’s IT support and infrastructure, delivering blazing-fast response times, rock-solid availability, and a scalable platform for future growth.
This partnership not only stabilized mission-critical operations but also embedded a proactive, resilient IT foundation that will support the Diocese’s evolving needs and expanding footprint.
4-second average answer time, 0% call abandonment, and 100% helpdesk SLA compliance in Q1 2025
100% SLA compliance for AVD support, effectively eliminating end-user downtime
30% month-over-month reduction in incident escalations following network and datacenter upgrades
Automated backups & DR tests increasing operational readiness and confidence
Scalable service model ready to onboard additional parishes and schools seamlessly