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Senior leadership role responsible for technology strategy, productized service development, and operational excellence. Owns multi-year roadmaps, enterprise architecture, service catalog and profitability, S/NOC and incident response oversight, and cross-functional teams (IT, operations, architecture, security) to drive revenue and client outcomes.

Own end-to-end lifecycle of MSP/MSSP services: define service catalog, pricing, documentation, and governance; align Sales, Delivery, Support; drive AI-enabled automation, profitability, and scalability.

Operate and escalate incidents across security, network, systems, and cloud. Troubleshoot complex incidents, perform root cause analysis, tune SIEM/EDR, mentor junior staff, maintain operational documentation, and support compliance (CMMC, SOC 2, ISO 27001). Collaborate with engineering and clients to improve reliability and security.

Provide onsite IT setup, installation, configuration, maintenance, troubleshooting, and user support for systems, networks, hardware, and peripherals. Develop protocols, monitor performance, perform backups and restorations, document knowledge base, and escalate to higher‑level teams as needed to minimize downtime.

Provide on-site technical support for desktops, laptops, printers, scanners, and peripherals. Troubleshoot hardware and software issues via phone, chat, or in person; install and maintain systems and applications; track and resolve incidents in a ticketing system; perform updates and antivirus maintenance; document processes and liaise with vendors; order parts and participate in projects and continuous improvement.

Lead advanced security operations: escalate and resolve complex incidents, improve SIEM/EDR detection and automation, perform threat hunting and log analysis, mentor junior engineers, maintain runbooks, and support compliance and incident readiness exercises.

Provide on-site desktop support for hardware and software (desktops, laptops, printers, scanners), troubleshoot issues via phone/chat/in-person, manage incidents in a ticketing system, perform updates and patches, handle hardware repairs and vendor coordination, document procedures and maintain knowledge base, and support continuous improvement projects.

Lead and evolve enterprise and client-facing cybersecurity strategy, governance, and incident response. Build scalable security services (vCISO, managed security), advise executives and clients, manage vendors, embed security into products, and drive risk-based KPIs to support revenue and retention.