GovWorx

• Build the HR function and serve as a trusted advisor to the executive team, providing strategic guidance on organizational effectiveness, workforce planning, talent strategy, employee relations, and organizational design. • Partner with business leaders to align people initiatives with organizational objectives and operational priorities. • Lead and support employee relations matters, including workplace investigations, performance improvement plans, and conflict resolution. • Coach managers and leaders on performance conversations, employee development, feedback practices, accountability, and policy application. • Design, implement, and build HR programs, processes, and policies that support a safe, innovative, and high-performing workplace. • Drive change management initiatives and ensure the cultural norms and practices that define how we work are established, documented, and sustained through periods of rapid growth. • Partner with Operations and Finance establish GovWorx’s compensation philosophy and job-leveling framework, including building salary bands and promotion criteria from scratch. Additionally evaluate our long-term PEO strategy and benefits approach as the company scales. • Partner closely with IT and Security to ensure HR processes support company compliance obligations, including onboarding and offboarding controls, access management, background checks, policy acknowledgments, security training, audit evidence, and personnel-related requirements tied to SOC 2, CJIS, HIPAA, and other customer or regulatory commitments. • Establish meaningful goals, KPIs, and performance expectations in collaboration with business leaders, aligned to company objectives. • Build the foundational HR infrastructure — documented policies, an employee handbook, compliant onboarding and offboarding workflows, and basic HR technology. • Leverage HRIS platforms, workforce analytics, and organizational data to inform decision-making and measure program effectiveness. • Design and implement GovWorx’s formal performance management process, including review cycles, calibration frameworks, and the manager training to make them work. Succession planning is not a near-term priority at our stage. • Develop and deliver communications, FAQs, and policies that are clear, compelling, and aligned to company values. • Build manager capability through ongoing consultation, training, and practical leadership support. • Influence outcomes through collaboration across a decentralized and matrixed organization. • Manage and develop the current HR Generalist • Lead GovWorx’s recruiting strategy and execution, including managing in-house hiring processes, partnering with hiring managers to define roles and evaluate candidates, and overseeing outsourced recruiting partners when needed to ensure a consistent, high-quality, and compliant hiring experience.

• Own architecture strategy and hands-on delivery for IT & Security engineering initiatives. • Translate security and IT objectives into actionable workflows, automation patterns, and documentation. • Mentor team members on technical troubleshooting, configuration, and best practices; foster a security-first culture. • Evaluate and recommend technologies to improve security posture, service reliability, and operational efficiency. • Own end-to-end identity lifecycle management using Okta as the primary IAM platform. • Maintain and refine RBAC/ABAC models, least-privilege controls, and provisioning workflows. • Implement and support SSO, MFA, SCIM, conditional access, and session security controls. • Conduct periodic access reviews and maintain audit documentation for GovWorx compliance frameworks. • Serve as SME for Jamf (macOS) and Intune (Windows): secure baselines, configuration profiles, provisioning, and compliance enforcement. • Maintain Zero Trust device posture: encryption, patching, MDM enforcement, automated remediation, and application access controls. • Manage and tune the EDR deployment for detection quality and incident readiness. • Deploy self-service endpoint capabilities to minimize employee friction and ensure timely application access. • Maintain centralized logging and monitoring pipelines across identity, endpoint, and SaaS systems. • Create and refine detection alerts for high-signal, low-noise event visibility. • Lead technical investigation during security events: evidence gathering, forensic analysis, containment, and remediation recommendations. • Collaborate with the Head of IT & Security on incident prioritization, communication, and business-impact decisions. • Maintain and optimize core SaaS, collaboration, and IT platforms for reliability and scalability. • Own hardware and software lifecycle management: procurement, deployment, inventory, and secure decommissioning. • Maintain and regularly test backup, continuity, and disaster recovery processes. • Maintain system diagrams, runbooks, SOPs, and internal knowledge articles. • Support GovWorx compliance frameworks through control enforcement, audit evidence collection, and documentation. • Maintain SaaS application and OAuth integration inventory; review and control privileged access and scope boundaries. • Manage lifecycle of service accounts, API keys, certificates, and secrets; enforce secure storage and automated rotation. • Assist in vendor security evaluations, risk assessments, and risk register contributions.

• Own and manage the technical services scope of CommsCoach implementations, from pre-deployment planning through go-live. • Coordinate closely with Onboarding Project Managers to align technical timelines, dependencies, and customer readiness. • Develop and manage technical project plans, including milestones, risks, and escalation paths. • Serve as the primary technical point of contact for customer IT teams, PSAP/ECC technical staff, and external vendors. • Ensure all technical work is completed in accordance with GovWorx security, compliance, and operational standards. • Oversee and coordinate integrations between customer telephony/audio systems, CAD systems, and GovWorx applications. • Manage audio ingestion, network connectivity, and system configuration activities, including SIP, RTP, and related protocols. • Coordinate hardware deployment and configuration for audio or data ingestion where required. • Lead technical troubleshooting efforts during implementation and post-go-live stabilization. • Act as a technical escalation resource for complex or high-impact issues. • Provide hands-on technical support on select projects as overflow when engineering or implementation capacity is constrained. • Participate in a shared 24×7 on-call rotation, responding to critical customer technical issues after hours, weekends, and holidays. • Collaborate with Customer Support and Engineering to ensure timely resolution and root-cause analysis. • Travel to customer sites as needed (maybe 20%) for installations, testing, troubleshooting, and stakeholder coordination. • Build strong working relationships with PSAP/ECC leadership, IT staff, and vendors. • Clearly communicate technical status, risks, and next steps to both technical and non-technical stakeholders.

• Produce clear diagrams, documentation, and implementation plans for our operational systems / processes. • Follow company architectural guidelines and industry best practices when developing operations frameworks / systems. • Ability to automation that can build and deliver software artifacts. • Ability to write Infrastructure as Code to support our environment. • Ability to develop monitors, alerts, and on-call solutions to ensure we are responsive to customer issues. • Work closely with cross-functional teams, including support and customer success. • Providing consistent and meaningful progress and performance updates to senior management and the Executive Leadership Team.

• Install, configure, and maintain integrations between customer telephony/audio systems, CAD platforms, and GovWorx applications • Work directly with PSAP/ECC technical staff, vendors, and system administrators to ensure proper installation, connectivity, and data flow • Troubleshoot audio connections, SIP signaling, and network-related issues across distributed systems • Diagnose and resolve real-time streaming and voice quality issues using logs, packet captures, and diagnostic tools • Assist with setup, configuration, and support of hardware devices used for audio or data ingestion • Collaborate closely with GovWorx implementation and support teams to deliver smooth deployments and high-quality customer experiences • Coordinate with third-party vendors and partners during integrations and issue resolution • Participate in an on-call rotation for after-hours, weekend, and holiday support as needed • Travel to customer sites (up to 20%) for installations, testing, and troubleshooting

• Lead and scale a multi-tiered Customer Support organization, including Help Desk (Tier 1) and Technical Support (Tier 2). • Own and manage 24x7x365 support operations, including after-hours and emergency escalation coverage. • Oversee Help Desk performance to ensure timely triage, response, and resolution of customer issues. • Act as the senior escalation point for critical incidents and high-impact customer issues. • Own the end-to-end ticket lifecycle, ensuring issues are tracked, prioritized, and resolved efficiently. • Establish and manage a structured support backlog with clear prioritization and accountability. • Partner closely with the Client Account Management team to ensure customer issues are clearly understood, properly prioritized, and driven to timely resolution, with strong communication back to the customer-facing team throughout the support lifecycle. • Define and enforce SLAs, response times, and support standards. • Partner with Engineering, Product, and Technical Services to prioritize and resolve issues. • Ensure clear documentation and communication of issues to drive efficient cross-functional resolution. • Monitor and report on key support metrics, including response time, resolution time, and backlog health. • Drive continuous improvement of support processes, workflows, and tools. • Identify, implement, and promote the use of AI-enabled tools, automation, and workflow improvements to increase support team efficiency, reduce manual effort, accelerate ticket triage and resolution, and improve the overall customer support experience. • Develop and maintain support documentation, playbooks, and standard operating procedures. • Lead, mentor, and develop a high-performing support team with strong accountability and responsiveness. • Conduct root cause analysis on recurring issues and drive long-term solutions and product improvements. • This person must be willing and able to receive escalations after hours, and assist the team with incoming issues as needed.

• Drive Agile / Scrum Execution — Act as Product Manager by maintaining a prioritized backlog, leading sprint ceremonies, and keeping delivery velocity on track. • Plan & Track Project Timelines — Build release plans, manage cross-functional dependencies, and surface risks early with clear mitigation options. • Lead Customer Implementations & Feedback Loops — Orchestrate pilots, coordinate training, and iterate features based on real-world call-taker feedback. • Champion Data-Driven Decision Making — Define KPIs (e.g., call-handling time, AI adoption rate), instrument product analytics, and adapt the roadmap based on measurable outcomes. • Ensure Compliance & Security Alignment — Collaborate with security and infrastructure teams to ensure products remain CJIS- and SOC 2-compliant. • Collaborate on Go-to-Market & Support Enablement — Provide product expertise for marketing, sales, and support collateral, and brief internal teams ahead of each release. • Foster a High-Performance Team Culture — Promote proactive communication, celebrate wins, and continually refine processes to improve predictability and team satisfaction.

• Oversee multiple concurrent customer projects from initiation through completion • Serve as the primary point of contact for customer stakeholders • Establish and enforce standardized project processes to ensure consistency and efficiency • Monitor and track progress against project timelines • Maintain accurate project records and provide regular progress reports

• Design, implement, and maintain data pipelines and workflows to support AI and analytics use cases • Manage and optimize structured and semi-structured data using MySQL, Redshift, OpenSearch, and related datastores • Evaluate and implement new database technologies and AWS-native tools to support scalability and performance • Collaborate with data scientists, engineers, and product managers to ensure data needs are met across systems • Build internal tooling for data access, transformation, and quality monitoring • Support infrastructure-as-code and cloud automation to maintain high system reliability

• Oversee multiple concurrent customer projects from initiation through completion • Develop, manage, and maintain detailed project plans, schedules, and documentation • Serve as the primary point of contact for customer stakeholders • Facilitate regular project status meetings • Establish and enforce standardized project processes • Monitor and track progress against project timelines