ScalableOS

Project Manager

• Coordinate end-to-end delivery for simpler IT projects: PC deployments, endpoint refreshes, peripheral installs, basic cabling, software rollouts, and small office moves.
• Create and maintain project schedules, task lists, and resource assignments using the company’s project tools (CW Manage, Moovila).
• Gather and document customer requirements, site info, and acceptance criteria; confirm readiness for deployment.
• Prepare work orders, materials lists and equipment inventories; coordinate procurement and staging with operations/warehouse.
• Dispatch and coordinate technicians/third-party vendors (Field Nation); monitor onsite progress and verify completed work against checklists.
• Communicate proactively with customers and internal teams: status updates, change notifications, escalation of issues and risks.
• Conduct pre-installation checks, basic technical validation, and post-installation acceptance testing; document outcomes in ticketing system (CW Manage).
• Maintain accurate project documentation: runbooks, cabling diagrams, asset tagging records, photos and sign-offs.
• Manage simple project financials: track time, expenses, and report on budget variances to the PM.
• Apply standard change control and quality processes; escalate any scope creep, complex technical issues, compliance or safety concerns to a PM.
• Participate in project handoffs to account managers or service delivery for ongoing support.
• Contribute to continuous improvement by identifying process gaps, recurring issues and suggestions for playbook updates.

Project Coordinator

Manager

• Lead and oversee the client experience across a 24 x 7 x always operations delivery for multiple clients.
• Align ITIL-based service delivery to meet contractual commitments across diverse services and technologies, including but not limited to Route/Switch/Firewall and Voice technologies.
• Manage overall Client program management, ensuring SLA attainment, client communication, reporting, and quality management leveraging operational data.
• Develop and deliver weekly, bi-weekly, and monthly operative ticket and effort reporting from ServiceNow.
• Schedule, develop content for, and lead Quarterly Business Reviews, driving and tracking Continual Service Improvement initiatives.
• Collaborate with clients to develop and refine their IT vision, identifying new opportunities for company solutions and contributing to business cases for emerging technologies.
• Provide leadership to ensure the company’s portfolio of services is aligned with clients' business needs and transformation programs.

Service Delivery Manager

DevOps Engineer

• Serve as the senior technical leader for the L1 and L2 Cloud Operations Engineers, providing day-to-day guidance, coaching, and knowledge transfer
• Lead by example on complex incidents, walking junior engineers through advanced troubleshooting methodologies and resolution strategies
• Define and maintain standard operating procedures, runbooks, and escalation workflows to ensure consistent and high-quality service delivery
• Act as the technical point of contact during operational hours, overseeing ticket queues, prioritization, and SLA adherence across the team
• Conduct internal training sessions and knowledge sharing on new technologies, processes, and client-specific environments
• Identify skill gaps within the team and recommend training paths and certification goals to the Head of Managed Services
• Serve as the highest-level technical escalation point within the service desk, resolving the most complex incidents spanning cloud, networking, security, and back-end infrastructure
• Own and lead major incident processes end-to-end, including triage, communication, escalation to third parties, root cause analysis, and post-incident reviews
• Perform advanced troubleshooting across multi-tenant Azure environments, hybrid infrastructure, and complex networking topologies
• Document and track all escalations, major incidents, and problem records in Jira Service Management with thorough root cause analysis
• Architect and manage complex Azure environments including Azure AD, Conditional Access, Azure Virtual Desktop (AVD), Azure Networking (VNets, NSGs, ExpressRoute), and Azure Automation
• Administer and optimize Office 365 tenants at an advanced level, including Exchange Online mail flow, hybrid configurations, security and compliance policies, and tenant-to-tenant migrations
• Manage and troubleshoot Windows Server infrastructure (2016/2019/2022) at an advanced level, including Active Directory design, Group Policy architecture, DNS/DHCP, DFS, and Certificate Services
• Oversee VMware ESXi and virtualization environments including capacity planning, performance optimization, host management, and migration strategies
• Lead VDI environment management including Azure Virtual Desktop, Citrix, and thin client deployments at scale
• Perform intermediate to advanced network troubleshooting and configuration across TCP/IP, DNS, DHCP, VLANs, routing protocols, and WAN connectivity
• Configure and manage Fortinet FortiGate firewalls including advanced policy management, SD-WAN, IPS/IDS, web filtering, and high-availability configurations
• Manage Cisco Meraki environments on a scale, including complex wireless deployments, SD-WAN, switch stacking, and security appliance policies
• Design, configure, and troubleshoot SSL VPN and IPsec VPN solutions across multiple client environments
• Serve as the subject matter expert for advanced desktop and endpoint issues that cannot be resolved at L1/L2, including complex OS corruption, driver conflicts, and application compatibility
• Design and optimize Intune/Endpoint Manager deployment strategies including Autopilot, compliance policies, and application packaging
• Liaise directly with client stakeholders on escalated issues, service reviews, and change management activities
• Collaborate with the account management teams on client escalations, service improvement plans, and quarterly business reviews
• Design and implement automation solutions using PowerShell, Azure Automation, and other scripting tools to eliminate manual overhead and improve operational efficiency

L3 Cloud Operations Engineer

IT Support

• Answer and manage incoming support calls, serving as the main point of contact during your shift.
• Respond to and resolve all assigned support tickets, including escalated issues.
• Set up and troubleshoot networks and systems (Microsoft, Google, and Apple environments).
• Configure and support Fortinet, Meraki, and other network devices.
• Manage Office 365 and VOIP systems, including RingCentral.
• Document processes and resolutions thoroughly.
• Provide excellent customer service, ensuring clients feel supported even outside of standard business hours.

Helpdesk Technician, Level 2

• Manage full project lifecycle: intake, kickoff, planning, execution, monitoring, and closeout
• Ensure alignment between approved sales scope and delivery execution
• Maintain project schedules, milestones, risk registers, and documentation
• Coordinate and manage scope changes and formal change orders
• Ensure adherence to project delivery standards and documentation requirements
• Coordinate engineering resources across Helpdesk, Projects, and Cybersecurity teams
• Collaborate with Service Managers and Team Leads to balance project work with operational commitments
• Forecast resource capacity needs and proactively escalate constraints
• Serve as the primary point of contact for clients during active projects
• Lead project kickoff meetings and recurring status updates
• Proactively manage expectations when risks, delays, or scope changes arise
• Deliver executive-level communications, especially for enterprise and regulated clients
• Monitor project budgets, labor utilization, and gross margin performance
• Ensure billable hours align with approved estimates
• Escalate financial risks and margin concerns early
• Coordinate billing milestones and support accurate percent-complete tracking
• Partner with Sales during project handoffs to validate scope clarity
• Work closely with Solution Architects and Engineers on technical risk alignment
• Support Account Managers in maintaining strong client relationships
• Maintain accurate project records in ConnectWise or equivalent PSA systems
• Ensure technical documentation is complete prior to project closure
• Contribute to continuous improvement of project templates, workflows, and delivery standards

Service Delivery Project Manager

Frontend Engineer

• Design, develop, and maintain full-stack web applications using C#/.NET Core (backend) and React.js (frontend)
• Build and optimize RESTful APIs and backend services
• Write clean, scalable, and maintainable code following best practices
• Perform debugging, performance tuning, and application optimization
• Collaborate with product, QA, and design teams in an Agile/Scrum environment
• Participate in code reviews and technical discussions

C#/React Engineer

Analyst

• Provide first and second-level support for Microsoft 365, Active Directory, Intune, and Azure.
• Troubleshoot and resolve issues related to Windows Servers, DNS, DHCP, and TCP/IP.
• Support client onboarding/offboarding processes, including user account and permissions management.
• Monitor systems, perform patching, and apply preventative maintenance.
• Document incidents, requests, resolutions, and technical processes accurately.
• Escalate complex issues to senior engineers or specialized teams as needed.
• Assist in the implementation of security initiatives, including MFA and endpoint protection.
• Provide professional, client-facing communication to ensure positive end-user experiences.
• Contribute to projects, migrations, and system improvements as required.

Analyst, Enterprise Service Desk

Security Engineer

• Tier 2/3 support for Windows and macOS workstation operating systems
• Diagnose and resolve complex endpoint, application, and access issues
• Manage endpoint lifecycle: provisioning, hardening, patching, and decommissioning
• Administer Google Workspace and Microsoft 365 User provisioning/deprovisioning
• Enforce endpoint security baselines and least-privilege principles
• Support Windows Server environments (Active Directory, DNS, Group Policy, file services)
• Participate in security incidents and after-action reviews