Harbor IT

Operations

• Drive adoption of automation tools built by the Sr. Director of Process Engineering — ensuring all eligible filings follow automated paths and owning adoption rates
• Partner with the Sr. Director of Process Engineering on a systematic approach to rapidly extract and document compliance analyst knowledge; prioritize and track this via metrics (e.g., filing types documented) to scale automation and agentic workflows as efficiently as possible.
• Establish systems to monitor QA trends, triage root causes (automation vs. analyst quality), route system gaps to the Process Engineering team, and manage CA performance deficiencies through formal HR channels.
• Lead compliance analyst org (Corporate & Nonprofit) and QA — set standards, manage performance, and drive the automation-first talent transformation
• Build cost-per-filing measurement system from scratch, set baselines, and drive improvement with the Sr. Director of Process Engineering and Finance (shared metric)

Senior Director of Fulfillment Operations

IT Support

• Serve as a Tier 2 escalation for Help Desk I technicians, resolving advanced hardware, software, and network issues.
• Support and manage Microsoft 365, Intune, and Active Directory environments, including GPOs and security configurations.
• Troubleshoot Windows 10/11 OS issues, user profile corruption, printer/network connectivity, and MFA-related problems.
• Manage endpoint security and patching through tools like SentinelOne, ThreatLocker, and N-able.
• Document technical processes and knowledge base articles for internal use.
• Collaborate with infrastructure and project teams to assist with deployments and server upgrades.
• Perform proactive system monitoring and maintenance to ensure uptime and performance.
• Communicate technical solutions clearly to clients and team members.

Help Desk II

Support Engineer

• Serve as a primary point of contact for user support requests, providing assistance with desktops, laptops, mobile devices, applications, and collaboration tools.
• Troubleshoot hardware, software, network, and application issues, escalating as needed while maintaining ownership of client communication.
• Administer and maintain Active Directory, Office 365, and Exchange environments, including user account setup, password resets, and group policy management.
• Support Microsoft Windows (XP–11) and macOS systems, ensuring reliability and security for end users.
• Configure, maintain, and troubleshoot VoIP systems and mobile device deployments.
• Assist with system updates, patches, and endpoint security.
• Document troubleshooting steps and resolutions within ticketing and ITSM systems.
• Participate in device imaging, onboarding/offboarding, and asset inventory tracking.
• Provide remote and occasional on-site support to ensure smooth operations across distributed teams.
• Contribute to process improvement initiatives by identifying recurring issues and suggesting solutions.

Technical Support Specialist I

Director

• Directly manage all POD-CIOs and Client Success Managers across Harbor IT's Shuttle structure
• Set clear performance expectations for each direct report; hold them accountable to individual KPIs on a monthly cadence
• Conduct structured 1:1s, performance reviews, and development conversations — proactively, not reactively
• Make fast, independent hiring and termination decisions; do not tolerate sustained underperformance
• Build the bench: identify future POD-CIO and CSM candidates, develop internal talent, and maintain a pipeline
• Serve as the operational owner of the Recontracting Execution phase following every acquisition
• Coordinate POD-CIOs and exec sponsors through client outreach, objection handling, and agreement closure
• Own GRR at 90%+ and NRR at 107%+ across the full client portfolio
• Monitor client health across all PODs; flag at-risk accounts early and deploy mitigation plans before churn becomes a conversation
• Step directly into high-stakes client situations — escalations, churn risks, exec relationship issues — as the senior Harbor IT representative

Director, Client Experience

Customer Support

• Provide excellent Customer Support by addressing inquiries and concerns promptly, completely, and effectively.
• Provide consistently accurate and complete information.
• Speak warmly and empathetically to clients while maintaining realistic expectations.
• Navigate client conflict by addressing it head-on in a professional, pleasant manner.
• Convey a desire to collaborate and find a mutual solution.
• Articulate solutions confidently, politely, and empathetically.
• Consistently alerts clients to Service Gaps to recommend additional products and services during the course of conversation.
• “Tees up” conversations for Account Management about complex offerings.
• Speaks with conviction about our services and persuades clients to retain services that will benefit their organization.

Customer Support Associate

Program Manager

• Deliver a full IT operational cutover within 2–4 months
• Ensure zero critical service interruptions and no compliance gap
• Own timeline, risk, scope, and delivery outcomes
• Personally assess the client’s internal IT team
• Make retention and redundancy recommendations
• Lead sensitive communications in partnership with client HR and Harbor IT leadership
• Design and execute retained-staff onboarding
• Hire and manage field technicians, site leads, and operational staff
• Define and implement on-site, regional, and remote coverage across approximately 100 facilities
• Own compliance integrity throughout the transition
• Act as the executive point of contact for client sponsors
• Build and enforce the master transition plan (milestones, RAID log, dependencies)
• Deliver complete runbooks, SOPs, escalation paths, and stakeholder maps

Program Manager – Transition Lead, Healthcare

Engineer

• Design and execute a comprehensive infrastructure strategy that proactively supports evolving business requirements and operational excellence.
• Own the predictable delivery of high-complexity technical solutions through deep automation using Kubernetes and sophisticated CI/CD pipelines.
• Maintain superior portal availability and system health by implementing advanced observability and distributed tracing strategies.
• Lead high-severity incident response efforts and drive systemic improvements through insightful, blameless postmortem analysis.
• Architect failure-resilient and self-healing infrastructure systems to ensure continuous operational stability and zero data loss.
• Serve as the internal subject matter expert to influence software architecture decisions toward maximum scalability and performance.
• Facilitate regular knowledge-sharing and training sessions to elevate technical standards and process predictability across the entire technology department.
• Direct security initiatives and design secure networking strategies to maintain a high-standard protection framework for all client data and assets.

Site Reliability Engineer

Technical Support Specialist

Human Resources

• M&A Integration and Change Leadership: Lead HR integration for acquired companies, including employee assimilation, policy alignment, org transition support, and execution of a standard 30-60-90 day integration playbook.
• Compliance and Risk Management: Audit and remediate multi-state employment-law exposure, maintain documentation rigor, and ensure HR practices hold up under scrutiny across all operating entities.
• RIF, Performance, and Manager Coaching: Plan and execute workforce reductions compliantly when required. Standardize warnings, performance improvement plans, and manager coaching to reinforce accountability and work ethic.
• Scalable HR Operations and Analytics: Drive unification of HRIS, policies, benefits, onboarding, recruiting workflows, succession planning, training frameworks, and executive HR dashboards.
• Team Leadership and Business Partnership: Lead and develop a distributed HR team while serving as a trusted advisor to executives and operating leaders on headcount planning, organization design, and workforce productivity.

Director of Human Resources

Account Executive

• New Logo Acquisition: Drive outbound sales activity to generate, qualify, and close net-new customers within defined territory.
• Pipeline Development: Build and maintain a healthy sales pipeline through cold calling, email campaigns, social selling, networking, events, and partner channels.
• Full Sales Cycle Ownership: Lead discovery, solution positioning, proposal development, negotiation, and contract execution.
• Executive Engagement: Cultivate relationships with multiple decision-makers including C-suite leaders and technical stakeholders.
• Cross-Functional Collaboration: Partner with Solution Architects, Technical Leads, and Pre-Sales teams to build differentiated, outcome-driven solutions.
• CRM & Forecasting: Maintain accurate pipeline data, activity tracking, and forecasts using CRM and sales enablement tools.
• Business Development: Represent Harbor IT at industry events and foster relationships with strategic partners, carriers, and vendors to enhance market presence.
• Territory Brand Leadership: Build a personal and corporate brand within your market as the trusted advisor for managed services and cybersecurity.
• Quota Performance: Consistently meet or exceed new business revenue targets and activity KPIs.
• Market Intelligence: Monitor competitive landscape, customer needs, and industry trends to refine strategies and uncover opportunities.
• Proposal Creation: Develop compelling presentations, business cases, and SOWs with high clarity and minimal oversight.
• High-Performance Culture: Engage and thrive in a high-performance sales culture, consistently demonstrating competitiveness, resilience, and accountability.

Account Executive – Net New Logo Sales

Manager

• Own the client service experience: Manage the relationship and service quality for an assigned group of clients.
• Monitor service levels and ensure compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Lead regular client service reviews (monthly/quarterly) to discuss performance metrics, incident trends, improvement opportunities, and upcoming initiatives.
• Manage escalations: Act as the point of contact for critical client issues, coordinating cross-functional teams to resolve incidents quickly and satisfactorily.
• Support onboarding of new clients by coordinating service handover from projects to operational support.
• Work with internal technical teams (Service Desk, Infrastructure, Cloud, Security) to ensure service delivery meets or exceeds client expectations.
• Analyze ticketing and incident trends, identifying and driving remediation of root causes through proactive service improvements.
• Lead internal service improvement initiatives focused on efficiency, quality, and client satisfaction.
• Manage client communications during major incidents, planned maintenance, and other impactful events.
• Directly manage POD tech support staff: own scheduling, workload distribution, capacity planning, and day-to-day performance.
• Conduct regular 1:1s, performance reviews, and accountability conversations.
• Have authority to escalate performance issues up to and including termination recommendations.
• Build and maintain service delivery SOPs, escalation playbooks, ticket handling standards, and onboarding documentation for the POD.
• Own PSA hygiene for the POD: enforce ticket quality standards (notes, categorization, resolution documentation), time entry accuracy and timeliness, and correct work type classification.
• Maintain accurate client service documentation, including contacts, service guides, escalation paths, and technical environments.
• Provide feedback and ideas to improve MSP service offerings and delivery methods.
• Own the financial inputs of POD service delivery: drive tech support staff utilization rates, enforce 95%+ time entry accuracy, manage agreement utilization, identify out-of-scope billing opportunities, and ensure contract compliance.
• Assist in risk management: Identify potential operational or contractual risks early and work to mitigate them.

Service Delivery Manager

Data Engineer

• Architect and productionize a scalable data warehouse or lakehouse environment that serves as the company’s definitive system of record.
• Lead the end-to-end integration of primary source systems, including CRM, financial, HR, and marketing data, into a unified platform.
• Define and gain cross-functional alignment on standardized business metrics such as ARR, CAC, churn, and headcount costs.
• Automate 90% or more of recurring executive and departmental reporting to replace manual processes with real-time, self-service dashboards.
• Establish and enforce rigorous data governance standards, including 99% pipeline reliability, comprehensive documentation, and strict access controls.
• Partner with leadership across Finance, Marketing, and Operations to translate ambiguous business questions into actionable data products and insights.
• Develop a long-term strategic roadmap for the data function, including future hiring plans and the sequencing of specialized engineering and analyst roles.
• Drive the adoption of the data platform as the primary engine for recurring business reviews and high-stakes organizational decisions.