Net at Work

Systems Engineer

• Coordinate and/or perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• First line service desk troubleshooting; resolve basic level 1 and some level 2 issues in Mac OS and Windows environments.
• Troubleshoot hardware & accurately determine fixes.
• Adherence to SOPs
• Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox etc.)
• Perform post-resolution follow-ups to help requests.
• Research issues and resolves technical problems.
• Implement and maintain operational documentation and procedures.
• Issue the daily operations status report and project status reports as required.
• Complete technical and special projects as assigned.
• Daily entry of time within current ticketing platform and keeping tickets updated.
• Maintain minimum of 32hrs of billable time.
• Coordinate with Service Coordination for work assignments.
• Continue to learn new technologies and solutions.
• Keep and maintain work calendar.
• Update client documentation after any change to the client’s network
• Maintain necessary professional certification statuses.
• Assist with vendor certifications as required.
• Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects.
• KPIs: Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherences will be your responsibility.
• Deliver Professional Services SOW and Client Onboarding Activities

Associate Systems Engineer

Solutions Engineer

• Maintain Deep Product Functional and Technical Expertise
• Develop and maintain expert-level proficiency in the Sage Enterprise system from both a functional and technical perspective
• Demonstrate understanding of goals, objectives, and customer business needs by using IT methodologies to ensure appropriate solutions are implemented
• Collaborate closely with consulting manager and project teams in assessing business strategy and priorities, and tuning solutions to business goals
• Develop high-level architecture design documents to facilitate integration of in-house development projects and/or vendor-based applications within the existing enterprise architecture
• Develop detailed process and data models for logical and conceptual requirements to meet solution objectives
• Apply modeling techniques and enterprise data standards to highly complex business requirements
• Perform initial design, problem solving and reviews of software architecture appropriate to strategic direction
• Perform analysis oversight during detailed design of systems appropriate to strategic direction
• Coordinate cross-functional departments to develop solutions and resolve issues
• Work closely with Project and Consulting Managers to ensure development and technical resources are assigned with appropriate task durations
• Vet Sage Enterprise modification requests
• Analyze, review and validate modification requests
• Develop appropriate solutions that align with customer goals, objectives and business needs
• Vet and select third party products
• Continuously assess, select and recommend third-party add-on products and services that will enhance client solutions and profitability
• Standardization of functional delivery
• Develop and maintain best practices policies, procedures and technical solutions for implementations
• Teach and drive adoption and usage of best practices to Team Managers and Consultants

Solutions Architect

Artificial Intelligence

• Partner with Sales leadership and Business Unit leaders to identify opportunities where GPT-based tools can improve efficiency and productivity.
• Design, build, and maintain custom GPTs that support the sales organization.
• Serve as the primary creator and manager of GPT solutions for the Sales team.
• Develop and maintain a library of prompts, templates, and AI workflows that support common sales activities.
• Develop and manage the Sales AI roadmap , identifying high-impact opportunities to leverage GPT and other AI tools across the sales organization.
• Work with Sales leadership to prioritize AI initiatives based on business impact, efficiency gains, and strategic goals.
• Lead rollout of GPT tools to the sales organization.
• Monitor usage, performance, and effectiveness of GPT tools.
• Collaborate with Sales Enablement to develop training materials and best practices for GPT usage.
• Measure and report on AI impact and adoption across the sales organization.

AI Productivity Lead - Sales

Sales Operations Manager

• Own and manage the entire sales and partner commissions process, from plan definition and communication through bi-monthly execution
• Ensure accurate and timely commission calculations in alignment with company policies and incentive structures
• Collaborate with finance, sales leadership, and operations to define, refine, and optimize commission structures
• Communicate commission plans and updates effectively to stakeholders, ensuring transparency and clarity
• Monitor and improve commission processes to enhance efficiency, reduce errors, and ensure compliance
• Identify gaps, inefficiencies, and bottlenecks in the sales process and develop solutions to improve sales productivity
• Standardize, document, and enhance sales workflows, proactive sales activity management, and proposal development
• Implement AI and automation technologies to streamline sales operations, reduce administrative burden, and accelerate deal velocity
• Support forecasting, quota setting, and activity management to optimize sales team performance
• Drive CRM optimization and automation to ensure data accuracy and improve visibility
• Develop and manage sales performance dashboards and KPI tracking to provide real-time insights to leadership
• Use Power BI, Tableau, or similar tools to create clear and actionable sales reports
• Deliver regular reports and presentations to senior leadership, providing insights into sales performance, trends, challenges, and opportunities
• Identify trends and opportunities through data analysis to drive revenue growth and improve operational efficiency
• Serve as the primary data steward for sales, ensuring that teams can access the insights they need to make informed decisions
• Act as a bridge between sales, finance, marketing, and operations, ensuring alignment on sales goals and execution strategies
• Build strong relationships with sales leadership, account executives, and partner teams to enhance collaboration and efficiency
• Ensure seamless communication and issue resolution across sales and operational teams
• Champion a customer-service-oriented approach within the sales operations function to support sales teams effectively

Manager

• Serve as strategic partner and right-hand to the CCO
• Translate executive priorities into scalable enablement and CX programs
• Centralize cross functional requests and initiatives for prioritization and execution
• Own the enablement and CX service roadmap across all products and services
• Identify and prioritize high-impact enablement and CX initiatives
• Design repeatable frameworks that scale across business units
• Create and maintain internal service overviews, playbooks, and best practices
• Organize Monthly Executive Inform
• Facilitate preparation and action items for other cross functional meetings
• Design and oversee CSAT/NPS and client feedback programs
• Surface insights to improve retention, expansion, and delivery consistency

Service Enablement Manager

Network Operations

• Responsible for managing the day-to-day operations of the entire service desk team
• Provide high-level technical guidance to the team
• Ensure service and support exceed customer expectations
• Establish and maintain best practices aligned with company standards
• Attain maximum utilization of technical resources
• Coordinate after-hours accountability for proper leadership and engineer coverage
• Conduct baseline KPI reviews
• Ensure compliance with time logging agreements
• Maintain visibility into NOC & Proactive team performance
• Monitor SLA and SLO attainment
• Communicate constructively with all parties to guarantee customer expectations are met
• Own customer escalations and support
• Drive problem investigations and resolutions, conduct root cause analysis
• Oversee the Network Operations Center (NOC) and proactive monitoring teams
• Establish effective communication with the team and direct leadership
• Develop training programs and facilitate regular team meetings

Senior NOC Manager

• Coordinate and/or perform remote fixes at the desktop, server and networking level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Second level escalations on the service desk team; resolve level 2 issues in Mac OS and Windows environments.
• De-escalate client situations related to outages, communications, and travel onsite where necessary.
• Troubleshoot hardware & accurately determine fixes.
• Adherence to SOPs.
• Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox etc.)
• Perform post-resolution follow-ups to help requests.
• Research issues and resolves technical problems.
• Implement and maintain operational documentation and procedures.
• Issue the daily operations status report and project status reports as required.
• Complete technical and special projects as assigned.
• Daily entry of time within current ticketing platform and keeping tickets updated.
• Maintain minimum of 32hrs of billable time.
• Coordinate with Service Coordination for work assignments.
• Coordinate with Project Management for intermittent project work assignments.
• Continue to learn new technologies and solutions.
• Keep and maintain work calendar.
• Update client documentation after any change to the client’s network.
• Maintain necessary professional certification statuses.
• Assist with vendor certifications as required.
• Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects.
• KPIs: Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherences will be your responsibility.

Account Executive

• Lead, mentor, and develop a team of 2–3 sales professionals
• Run pipeline reviews, deal strategy sessions, and forecast calls
• Coach sellers on discovery, value‑based selling, objection handling, and closing strategy
• Drive accountability and consistent sales execution across the team
• Collaborate with marketing, delivery, and leadership to align priorities and growth goals
• Own and close high‑value Managed Services and Professional Services opportunities
• Lead complex sales cycles involving multiple stakeholders and technical requirements
• Conduct discovery meetings to understand business needs and uncover expansion opportunities
• Deliver strong presentations, solution overviews, and whiteboard demos
• Build and maintain a steady pipeline through proactive prospecting and account planning
• Expand existing accounts through cross‑selling and upselling
• Set clear client expectations and ensure a smooth handoff through delivery
• Meet or exceed monthly/quarterly revenue targets
• Maintain a strong pipeline of qualified opportunities
• Drive growth within our customer base of 5,000+ active clients

Account Executive Supervisor – Managed Services

Technical Account Manager

• Manage the day-to-day operations of the entire service desk team.
• Provide high-level technical guidance to the team and ensure service exceeds customer expectations.
• Coordinate after-hours accountability for proper leadership and engineer coverage.
• Conduct baseline KPI reviews and ensure compliance with time logging agreements.
• Maintain visibility into service desk performance and workload trends.
• Own customer escalations and support; drive problem investigations and resolutions as required.
• Establish a baseline of positive and effective communication with the team and stakeholders.
• Create, refine, and maintain documentation and Standard Operating Procedures (SOPs).

Technical Services Manager – Northeast

• Operational Management
• Coordinate after-hours accountability for proper leadership and engineer coverage to ensure proper 24/7 operations.
• Conduct baseline KPI reviews.
• Ensure time logging is compliant with agreements, accurate, and timely.
• Ensure team members are adhering to established practices: Including but not limited to ticket accountability, escalations, chat/phone skills, and acceptable client communications.
• Maintain visibility into service desk performance and workload trends.
• Accountability of personal and team availability.
• SLA monitoring and tracking with all ticketing system queues to ensure SLA and SLO attainment.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met and exceeded.
• Facilitate CCIR (commanders critical information report) communications internally with direct leadership, vCIO’s and Executive team if necessary.
• Work in conjunction with Leadership on day-to-day activities.
• Follow up with client when negative feedback is received in CSAT system.
• Technical Management
• Own customer escalations and support.
• Understand overall service desk objectives, as well as the role and function of each team member.
• Contribute to the continuity of services by providing the necessary technical leadership.
• Acting as an escalated resource for engineers as well as communicating escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Drive problem investigations and resolutions as required, conduct root cause analysis with direct leadership.
• Identify areas of improvement and make constructive suggestions for change.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Business Awareness: specific knowledge of the customer and how IT relates to their business strategy, workflows, and goals.
• People Management
• Establish a baseline of positive and effective communication with your team, direct leadership, and engineers.
• Enforce positive accountability, responsibility, ownership, and a clear sense of direction for all team members.
• Work with L&D team members to develop training programs to refine the skills of the service desk team.
• Facilitate regular service desk team meetings and service board reviews.
• Manage the development of the team by ensuring that daily tasks and activities are in line with team members' career objectives.
• Perform performance reviews and support employees with actionable feedback and development plans.
• Conduct regular 1:1 meetings to provide guidance, address concerns, and support performance improvement.
• Mentor and coach team members to support their ongoing growth and professional development.
• Documentation
• Create, refine, and maintain documentation and Standard Operating Procedures (SOPs) to support consistent, high‑quality service delivery.
• Ensure Engineers are familiar with and adhere to our Standard Operating Procedures (SOP) Document internal processes and procedures related to duties and responsibilities.

Technical Services Manager

• Managing the day-to-day operations of the entire service desk team.
• Providing high-level technical guidance and ensuring exceptional service and support.
• Establishing best practices and maintaining alignment with company standards.
• Overseeing IT support team across global regions and ensuring 24/7 operations.
• Conducting baseline KPI reviews and ensuring compliance with time logging agreements.
• Providing exceptional frontline service via email and phone support.
• Maintaining visibility into service desk performance and workload trends.
• Driving problem investigations, conducting root cause analysis, and facilitating client communications.
• Leading development and training programs for team members, conducting performance reviews, and mentoring staff.

Frontline Technical Services Manager

Project Manager

• Act as the primary point of contact and trusted advisor for clients throughout the project lifecycle.
• Build and maintain strong, long-term relationships with client stakeholders to ensure satisfaction and foster ongoing engagement.
• Proactively manage client communications, providing strategic updates and anticipating needs to drive a positive experience.
• Collaborate cross-functionally to align project execution with client goals, ensuring outcomes meet or exceed expectations.
• Ensure a smooth transition to post-implementation support, maintaining continuity and client confidence.
• Develop comprehensive project plans outlining timelines, milestones, budgets, deliverables, and resource requirements.
• Lead team onboarding activities to ensure alignment and readiness for successful project execution.
• Distribute pre-kickoff materials and onboarding documentation to set clear project engagement expectations.
• Facilitate internal and client-facing kickoff meetings to establish shared goals, roles, and success criteria.
• Lead project execution in alignment with defined scope, timelines, and budgets.
• Assign and coordinate tasks across cross-functional teams to ensure timely and high-quality delivery.
• Review and approve project time entries to ensure accuracy and compliance.
• Oversee project financials, including revenue recognition and budget tracking.
• Facilitate the discovery, scoping, development, and delivery of change requests.
• Monitor project progress and proactively adjust plans to meet client expectations.
• Track key milestones and timelines, reallocating resources and adjusting workflows as needed.
• Manage third-party project deliverables and follow up to ensure timely closure.
• Serve as the primary liaison for all internal and external project stakeholders, ensuring clear and consistent communication throughout the project lifecycle.
• Lead regular project status meetings, tailoring cadence and format to project size and complexity.
• Distribute weekly status summaries, meeting recaps, and recordings, and maintain organized documentation within the designated project folder.
• Keep project plans, timelines, and budgets up to date, proactively communicating changes and impacts to stakeholders.
• Provide timely and strategic updates to clients and executive leadership to ensure alignment and transparency.
• Identify, assess, and address issues that may impact project scope, timeline, or deliverables.
• Monitor open issues to ensure timely resolution and maintain project momentum.
• Lead issue resolution efforts, collaborating with internal teams and stakeholders to keep projects on track.
• Proactively escalate risks and implement mitigation strategies to minimize disruption and ensure successful outcomes.
• Ensure all project deliverables are completed to defined quality standards and client expectations.
• Lead project closure meetings and coordinate seamless transitions to post-implementation support teams.
• Document lessons learned and contribute insights to continuous improvement initiatives and best practices.
• Provide strategic recommendations to enhance administrative and operational processes that support project delivery and client success.

Sage X3 Project Manager

Sales

• Execute on the day-to-day, tactical elements of sales enablement programs, including design, content curation, delivery (training), and ongoing support
• Assist with the tracking of key success metrics and key performance indicators (KPIs) specific to sales enablement efforts to show return on investment (ROI) and overall impact on the business
• Assist with special projects to improve the effectiveness of the sales organization, as delegated by the sales enablement leadership team
• Support efforts to evaluate existing internal sales resource library, identify gaps and opportunities for improvement and update as needed
• Coordinate annual and monthly training calendar, monitor attendance, and manage registrations
• Update and maintain content relevance our corporate Learning Management System
• Support the administration and maintenance of sales enablement tools
• Collaborate with cross-functional teams including Sales, Marketing and Human Resources
• Assist in organizing our annual Sales Kickoff Event
• Create and maintain written content to educate the sales team and advance deals such as case studies, competitive information fact sheets, product collateral, and custom work
• Assist with ad hoc tasks as required

Sales Enablement Specialist

Software Engineer

• Maintain Changepoint system issues and updates.
• Experience with working on changes to data within ChangePoint back-end.
• Produce written deliverables for technical design, system testing and implementation activities.
• Investigate system defects, resolve defects and document results.
• Off hours and weekend support may be required to meet project milestones.
• Provide overall management and ownership of the ChangePoint system and remain current with technology and leading practices.
• Has worked on and is very familiar with SDLC methodology (Agile and Waterfall).
• Must be a team player, work with other team members and end-users.

ChangePoint Administrator – Senior Developer

Consultant

• Triage support requests in the appropriate Request tracking systems
• Provide functional application support for Sage Intacct, and integration and ISV products by working directly with clients to gather replication details
• Own Support Requests until closure and ensure that Clients are receiving regular status updates
• Deliver exceptional Client service by being responsive and professional in all interactions with clients and coworkers
• Perform all steps relevant to validate the client request and correctly identify the severity of the request
• Properly document support ticket categorizations, descriptions, steps to reproduce, root cause, and resolution
• Review and understand Client contracts as they relate to the signed SLA’s that should be followed to respond to and work support Requests
• Ensure that proper processes are being adhered to and be able to report to the team lead and or team manager when improvements need to be made
• Evaluate the impact of the request on the Client, then be able to prioritize the importance
• Create and maintain good relations with Clients to ensure a high level of Client satisfaction
• Analyze and troubleshoot requests before escalating within Support team with the relevant details
• Work with management to document and provide content for a knowledgebase for easier reference on future Requests for all team members
• Any other responsibilities may be assigned from time to time, and you should have the willingness to accept and excel at new responsibilities
• Build relationships with customers and work closely with them to achieve the best solutions to maximize product use, benefits, and functionality.