Harbor IT Benefits Overview

Provides first-line technical support for multiple MSP clients by responding to tickets, troubleshooting Windows, Microsoft 365, endpoint, account, and network issues, performing password resets and access setup, documenting incidents, escalating complex problems, and supporting routine maintenance. Maintains customer communication and participates in training while developing IT support skills in a collaborative environment.

Lead client cybersecurity incidents from triage through containment and reporting. Serve as incident commander, coordinate SOC and technical teams, communicate with executives and external counsel or DFIR firms, and determine escalation boundaries. Build incident response playbooks, severity models, escalation processes, client reports, and tabletop exercises. Mentor analysts and improve detection practices. The role requires hands-on investigation across cloud, identity, endpoint, server, and network environments, plus on-call availability.

Leads the mid-market service delivery POD, managing technical and service delivery staff, SLAs, ticket queues, projects, PMO standards, PSA data integrity, utilization, delivery margins, client escalations, renewals, and service improvement. Builds SOPs and operational playbooks, oversees project budgets and resources, reports performance metrics, supports client relationships, and partners on retention and expansion. The role establishes a new POD and is accountable for service quality, project delivery, financial accuracy, team performance, and client outcomes.