Harbor IT Benefits Overview

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.

Provides Level 2/3 internal IT support across Windows, Linux, and macOS environments. Responsibilities include endpoint configuration, Entra Domain Join, Intune management, profile and device migrations, remote troubleshooting, RMM administration, patching, security compliance, Microsoft 365 and Azure support, documentation, and migration tooling. The role supports integrations following company acquisitions and requires strong remote service delivery, scripting, and endpoint security skills.

Provides Tier 2 escalation support across hardware, software, networking, Windows, Microsoft 365, Intune, and Active Directory environments. Troubleshoots endpoint, MFA, printer, connectivity, and security issues; manages patching and endpoint protection; documents solutions; monitors systems; supports deployments and server upgrades; and mentors junior technicians while serving multiple MSP clients.