Integris

Strategy

• Serve as the primary relationship manager for Integris' clients, fostering positive and trusting relationships.
• Provide strategic and impactful consultative services to enhance clients' IT experience, productivity, and network security; collaborate with other team members as needed.
• Facilitate Strategic Business Reviews (SBRs) with assigned clients to develop, review, or update technology strategy, budgets, and service delivery metrics.
• Conduct regular risk assessments to anticipate and address client satisfaction issues, managing overall risk levels within the client success team.
• Oversee all critical client communications, including project updates, handling major issues, and providing VIP interactions.
• Collaborate with Integris' technical team to understand day-to-day operations, analyze output, and make recommendations for operational adjustments.
• Promote growth of Integris' revenue by making recommendations that align products and services with client needs.
• Stay informed about market trends, competitor activities, and customer preferences to strategically position Integris' products or services.
• Ensure clients receive accurate quotes aligned with forecasting and annual goals.
• Work with clients to maintain hardware, software, and licensing under current maintenance and support contracts.
• Monitor and ensure proper design and implementation of client agreements, adhering to Integris' best practices and maximizing agreement utilization and gross margins.
• Deliver exceptional experiences to clients and end-users by verifying high-quality and efficient support.
• Understand and remediate the impact of work that has not been executed as expected.
• Ensure requests are addressed within SLA target.
• Ensure all work, customer interactions, and relevant customer data is documented and tracked in real-time in ConnectWise.
• Meet assigned metrics and KPIs.
• Any additional duties as assigned.

Strategic Account Advisor

Security Engineer

• Directly manage and mentor the Security Advisory & Compliance Associates, Consultant, and Sr. Consultant roles.
• Set clear performance expectations, conduct regular 1:1s, and complete performance reviews.
• Support career development, skill progression, and certification attainment across the Security Advisory & Compliance team.
• Ensure appropriate workload distribution, capacity planning, and role alignment.
• Oversee delivery of all Security Advisory & Compliance services, including audits, risk assessments, policy development, roadmap execution, and vCISO-aligned engagements.
• Ensure Security Advisory & Compliance deliverables meet Integris quality standards, SLAs, and client expectations.
• Act as an escalation point for complex client issues, delivery risks, or scope challenges.
• Partner with Service Delivery and Security Operations leadership to ensure alignment across teams.
• Establish and enforce standardized Security Advisory & Compliance methodologies, templates, workflows, and documentation standards.
• Review and approve high-impact deliverables, including strategic roadmaps, executive reports, and policy frameworks.
• Ensure audit-readiness, defensibility, and consistency across all GRC engagements.
• Drive continuous improvement of Security Advisory & Compliance processes, tooling usage, and reporting practices.
• Define and evolve the Security Advisory & Compliance service catalog, delivery models, and engagement structure.
• Identify opportunities to mature offerings, improve efficiency, and enhance client value.
• Partner with leadership on service pricing, packaging, and scalability considerations.
• Support sales and pre-sales efforts through solution design, scoping, and subject-matter expertise as needed.
• Support or lead executive-level client interactions, including escalations and strategic discussions.
• Ensure consistent, high-quality executive communication across QBRs, reports, and advisory engagements.
• Maintain strong relationships with key stakeholders to reinforce Integris trusted advisor role.
• Provide oversight of vulnerability management, incident governance, and remediation prioritization practices.
• Ensure client risk decisions, policy approvals, and governance actions are documented and defensible.
• Track and manage Security Advisory & Compliance team performance against KPIs, SLAs, and utilization targets.
• Ensure accurate time tracking, documentation, and reporting across the team.
• Maintain required training and certifications as defined by management.

Manager, Security Advisory – Compliance

Attorney

• The Legal Practice Leader is responsible for building, leading, and growing Integris legal vertical by developing and executing a dedicated go-to-market strategy focused on mid-sized law firms.
• This role serves as the organizations subject matter expert (SME) for legal technology and AI, translating legal workflows and operational requirements into scalable managed IT, cybersecurity, compliance, and AI-enabled service offerings.
• The Legal Practice Leader partners closely with Sales, Marketing, Solutions Architecture, and Service Delivery teams to drive revenue growth, establish industry credibility, develop legal-specific service offerings, and position Integris as a trusted technology advisor to law firms.
• Define and execute Integris legal vertical go-to-market strategy, including target client profiles, service offerings, pricing frameworks, and growth objectives.
• Identify emerging trends in legal technology, AI, cybersecurity, cloud adoption, and compliance requirements and translate them into market opportunities.
• Develop thought leadership content including articles, white papers, webinars, and educational resources for legal audiences.
• Represent Integris at legal industry conferences, association events, and speaking engagements.
• Build and maintain strategic relationships with legal technology vendors, consultants, bar associations, and industry influencers.
• Monitor competitive trends and provide recommendations to leadership regarding market positioning and service expansion opportunities.
• Serve as the legal industry SME during sales engagements, discovery sessions, and client presentations.
• Partner with Sales and Marketing teams to develop legal-specific pitch materials, case studies, RFP responses, and value-based ROI frameworks.
• Conduct workflow assessments, technology evaluations, and strategic technology reviews for prospective and existing law firm clients.
• Provide guidance and recommendations regarding legal technology modernization, cybersecurity, compliance, and AI adoption initiatives.
• Participate in executive-level client meetings with managing partners, COOs, legal operations leaders, and IT stakeholders.
• Support account growth initiatives through strategic planning and trusted advisor relationships.
• Design and maintain standardized managed service offerings tailored to law firms.

Legal Practice Leader

System Administrator

• Initial contact for inbound phone and chat support request.
• Provide support and maintenance of servers, network devices, and associated hardware and software systems for clients.
• Acts as the first line of escalation for Support Technicians.
• Provide onsite support for Managed Services clients.
• Acts as a secondary Client Relationship Manager; evaluate system performance and recommend improvements to enhance efficiency.
• Provide intermediate technical support and guidance to end-users and assist in resolving technical issues.
• Document system configurations, procedures, and troubleshooting steps.

Systems Administrator

Technician

• Manage service intake via email and the client portal.
• Conduct basic troubleshooting for non-complex issues within single-user system environments.
• Document troubleshooting activities accurately within the ticketing system.
• Support Professional Services with client onsite deployment as needed.
• Adhere to established client support documentation.

Systems Technician

Account Executive

• Develop and maintain a robust pipeline of qualified opportunities through outbound prospecting, referral generation, networking, and lead follow-up.
• Conduct discovery calls and meetings to understand business challenges, technical requirements, and stakeholder priorities.
• Qualify prospects based on budget, authority, need, and timing or similar frameworks.
• Develop and present proposals, including ROI models and solution overviews, that align with customer objectives and Integris service offerings.
• Partner with CX and internal teams to scope and price tailored technology solutions.
• Own the sales process from initial contact through close, with consistent follow-up and clear next steps throughout the cycle.
• Accurately track all prospecting, opportunity, and sales activity in ConnectWise or other CRM platforms.
• Meet or exceed monthly and annual sales quotas and KPIs related to pipeline growth, conversion rates, and client acquisition.
• Participate in team meetings, training sessions, and sales reviews to continuously improve sales effectiveness and stay current on product knowledge.
• Maintain professional expertise by studying industry trends, customer needs, and competitive positioning.

• Driving new business by identifying, qualifying, and closing opportunities within a defined territory and vertical.
• Consultative sales approach and understanding of complex technology solutions.
• Manage the full sales cycle from lead generation to contract execution.
• Work closely with Client Experience (CX), Marketing, and Service Delivery to present tailored solutions.
• Develop and maintain a robust pipeline of qualified opportunities.
• Conduct discovery calls and meetings to understand business challenges.
• Qualify prospects based on budget, authority, need, and timing.
• Develop and present proposals that align with customer objectives.
• Scope and price tailored technology solutions.
• Own the sales process from initial contact through close.

Manager

• Uphold and promote Integris core values in all activities, fostering a cohesive and collaborative culture within the service desk team and across departments.
• Lead, mentor, and manage service coordinators, technicians, and team leads.
• Manage the teams performance to meet departmental Key Performance Indicators (KPIs) and ensure high-quality service delivery.
• Conduct regular 1-on-1 meetings and annual performance evaluations to assess individual and team progress against KPIs and objectives.
• Manage team scheduling to meet clients demands, manage time and attendance, and approve timesheets.
• Provide ongoing training, professional development, and career path guidance.
• Take ownership of team performance and success, setting clear goals and expectations, and ensuring the team delivers results consistently.
• Collaborate with the Customer Experience (CX) team to address service quality concerns and implement action plans based on feedback and performance reviews.
• Work closely with the Field Services team to ensure effective collaboration and resource allocation for on-site support, maintaining service excellence and efficiency.
• Review processes, procedures, systems, and tools to recommend process improvements, efficiency gains, and increased quality of service.
• Manage time and attendance.
• Ensure processes and procedures are followed, kept up-to-date, and that time records and client documentation are accurate.

Strategic Account Advisor

Strategic Account Advisor

Manager, Security Advisory – Compliance

Legal Practice Leader

Systems Administrator

Systems Technician

Account Executive

Account Executive

Account Executive

Account Executive

Account Executive

Manager, Service Delivery