Harbor IT Benefits Overview

Provides Tier 2 technical support for managed service clients, resolving advanced hardware, software, network, Microsoft 365, identity, endpoint, and security issues. Administers Microsoft environments, manages tickets and patching through RMM and PSA tools, monitors systems, documents solutions, supports deployments, mentors junior technicians, and participates in emergency on-call coverage. The role serves healthcare and life sciences clients with attention to HIPAA, PHI handling, uptime, and security requirements.

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.