CyberSheath

IT Support

• Provision and deliver computer systems and services, both on-premise and cloud-hosted solutions
• Regularly perform migrations to Office 365 (email, SharePoint, OneDrive, Teams), server migrations to Azure, and implement various Azure technologies
• Design and deliver secure cloud solutions in Office 365 and Azure
• Architecture, design, system evaluation and analysis, and infrastructure assessments
• Deploy and maintain tools and monitoring agents such as endpoint protection, vulnerability management, log collection, multifactor authentication, RMM, etc.
• Track all activities, detailed case notes, and time entries within the Service Desk Ticketing system
• Work with internal CyberSheath stakeholders to ensure key tasks and timeline are identified, on time, and on budget
• Provide timely updates and feedback to the internal team and clients regarding project status and activities being on track.
• Drive technical implementation tasks to completion by budgeted deadlines
• Proactively communicate with clients to ensure requests are properly addressed
• Collaborate with team members to troubleshoot onboarding implementation issues as they arise
• Other duties as assigned.

Helpdesk Engineer

Human Resources

• Lead the end-to-end experience for employees, from seamless onboarding to impactful offboarding, ensuring a high-touch experience at every stage.
• Manage and optimize our HRIS (Human Resources Information System) to ensure data accuracy, generate insightful analytics, and automate manual workflows.
• Act as a trusted advisor to employees and managers, providing coaching on performance management, conflict resolution, and career development.
• Administer competitive benefits programs and assist with compensation benchmarking to ensure we remain an employer of choice in the tech talent market.
• Maintain and update the Employee Handbook and internal policies to ensure compliance with local and federal labor laws.
• Partner with leadership to design and execute initiatives that foster inclusion, boost morale, and maintain a high-performance culture in a remote setting.

HR Operations Specialist

Business Development Rep

• Respond to all inbound leads within SLA (target: <10 minutes during business hours)
• Manage all inbound leads generated from campaigns
• Prioritize high-intent leads (demo, solution and pricing requests, etc.)
• Book qualified meetings directly onto AE calendars
• Maintain clean, accurate records in CRM
• Provide weekly feedback on lead quality by channel

Inbound Business Development Representative

Customer Success Manager

• Act as a conduit of success for the Customer Success team
• Manage the execution of onboarding, corrective action plans, technology rollouts, environment builds, and other technical projects
• Use existing playbooks to manage project workflows, but also refine and scale them as you identify improvements
• Identify issues early, propose mitigation paths, and escalate with clarity
• Create meaningful relationships across customer orgs to ensure depth and stability in the account
• Conduct structured quarterly business reviews, track KPIs, and clearly communicate outcomes, progress, and risks
• Monitor health indicators and expand account value by identifying upsell opportunities and ensuring contract renewals
• Lead, support, and hold team members accountable to deadlines and standards

Director of Customer Success

Billing Specialist

• Oversee the full billing cycle, including invoice creation, delivery, and payment tracking.
• Maintain accuracy of customer data, pricing, contract terms, and billing schedules.
• Review billing exceptions, adjustments, credits, and escalations.
• Partner with Sales/Account Management to validate contracts, renewals, and customer changes.
• Monitor aging receivables and support collections efforts.
• Identify and implement process improvements to increase efficiency and reduce errors.
• Oversee and optimize billing-related systems (billing software, CRM linkage, payment platforms, etc.).
• Prepare billing-related reports, KPIs, and analysis for leadership.
• Support audits by maintaining clear documentation and responding to requests.

Billing Manager

• Provides day to day support for the implementation, troubleshooting, and maintenance of client IT systems
• Manages client IT system infrastructure and any process related to these systems
• Remotely troubleshoots and resolves client requests involving end-user hardware, software, and cloud services
• Provides day-to-day operational support for: Desktop and Server Operating Systems (Windows, Mac, Linux), Microsoft Office 365, Azure, Teams, OneDrive, SharePoint, Networking Devices (firewalls, switches, wireless access points)
• On-premise and Cloud Backup and Disaster Recovery
• Hardware peripherals (printers, monitors, docking stations, webcams, etc.)
• Mobile Devices / Mobile Device Management (MAM / MDM)
• Provides escalation support as necessary for Level I Helpdesk staff
• Assists with the onboarding and offboarding of clients, systems, and users
• Deploys and maintains security tools and management agents
• Maintains current notes and time entries for all requests in the helpdesk ticketing system
• Creates and maintains comprehensive documentation for internal and client systems
• Works with third-party vendors to remediate issues as needed

Helpdesk Technician II

• Ability to provide exceptional customer support in a fast-paced remote Managed Services Practice
• Remotely troubleshoot and resolve client requests involving end-user hardware, software, and cloud services that have been escalated from Tier 1 and 2 technicians
• Provide day-to-day operational support for: Desktop and Server Operating Systems (Windows, Mac, Linux)
• Microsoft Office 365, Azure, Teams, OneDrive, SharePoint
• Networking Devices (firewalls, switches, wireless access points)
• Line of Business Applications
• On-premise and Cloud Backup and Disaster Recovery
• Hardware peripherals (printers, monitors, docking stations, webcams, etc.)
• Mobile Devices / Mobile Device Management (MAM / MDM)
• Provide escalation support as necessary for Level I and II Helpdesk staff
• Assist with the onboarding and offboarding of clients, systems, and users
• Deploy and maintain security tools and management agents
• Maintain current notes and time entries for all requests in the helpdesk ticketing system
• Create and maintain comprehensive documentation for internal and client systems
• Work with third-party vendors to remediate issues as needed

Helpdesk Technician III

Compliance

• Own and lead compliance efforts for assigned clients
• Maintain proactive communication with clients on compliance status
• Lead and execute compliance assessments (e.g., DFARS, NIST 800-171, and CMMC Maturity Level 2)
• Guide clients through internal and external audits
• Collaborate with clients to develop and maintain compliance documentation
• Develop and maintain incident response plans and conduct tabletop exercises
• Deliver or facilitate client training programs

Compliance Analyst

• Own and lead all compliance efforts for assigned clients
• Maintain proactive communication with clients on compliance status
• Lead compliance assessments (e.g., DFARS, NIST 800-171, CMMC)
• Guide clients through internal and external audits
• Collaborate with clients to develop, update, and maintain compliance documentation
• Develop and maintain incident response plans
• Perform regular risk assessments to identify compliance gaps