Harbor IT

• Co-own and maintain multiple Golang applications forming the core of our MDR platform • Maintain and enhance high-performance engine analyzing events from thousands of sources across hundreds of customers • Maintain and enhance programs that transform engine output into actionable intelligence for SOC analysts • Maintain and enhance a multi-tenant cluster of servers that receive, buffer, and feed syslog-formatted logs to the engine • Maintain and enhance a cross-platform syslog agent that feeds syslog-formatted logs to the engine • Build and maintain a cross-platform security agent that provides visibility into and secures customer endpoints and servers • Make architectural decisions for various applications supporting the business • Influence technical design discussions and code reviews • Mentor and guide other development team members • Facilitate knowledge transfer during any transitionary periods; assisting with training and hiring as needed • Develop and maintain internal SOPs and best practices for software development • Collaborate with cross-functional teams to define, design, and ship new features

• Support and optimize the end-to-end quote-to-cash process across CRM, billing, ERP, and payment systems • Monitor and reconcile billed revenue, recognized revenue, deferred revenue, accounts receivable, and cash collections • Investigate and resolve discrepancies between operational systems and the general ledger • Analyze subscription lifecycle events including renewals, cancellations, upgrades, downgrades, credits, and refunds • Maintain reconciliation schedules and supporting documentation for month-end close and audit purposes • Monitor accounts receivable aging, unapplied cash, customer credits, and collection trends • Investigate customer account discrepancies and coordinate resolution with internal teams • Reconcile system-generated revenue and billing data to ERP and financial reporting systems • Support bad debt reserve analysis and write-off processes, while reviewing and monitoring unbilled revenue and contract asset balances • Serve as a key accounting stakeholder in the implementation of a new ERP system and the redesign of quote-to-cash workflows • Assist in designing scalable billing, revenue, AR, cash application, and reconciliation processes • Participate in requirements gathering, user acceptance testing (UAT), data validation, process documentation, and go-live support • Ensure consistency between CRM, billing, ERP, payment, and reporting systems while identifying process inefficiencies, control gaps, and automation opportunities • Administer monthly and quarterly sales commission processes based on approved compensation plans • Validate commission calculations against CRM, billing, and ERP data (including bookings, renewals, cancellations, credits, and collections) • Investigate and resolve commission discrepancies in partnership with Revenue Operations and Payroll • Prepare commission accruals, supporting reconciliations, and drive automation improvements related to commission administration • Support close activities related to revenue operations and order-to-cash accounting, including journal entries, account reconciliations, and variance analyses • Assist in developing and maintaining internal controls over quote-to-cash processes • Develop operational reporting and KPIs related to billing accuracy, collections, and reconciliation exceptions

• Design and run a structured customer interview program across Harbor’s key customer segments, including interview guides, synthesis, and recurring monthly interviews. • Manage and refine survey programs (NPS, CSAT, CES, and lifecycle surveys) to capture actionable customer sentiment data. • Develop a repeatable process for turning customer feedback into executive insights and action items. • Continuously improve VOC methodologies as Harbor’s customer segments and business needs evolve. • Establish a closed-loop VOC process that captures customer feedback, synthesizes themes, routes insights to the right owners, and tracks follow-up actions and outcomes. • Lead the analysis and ongoing refinement of Harbor’s customer segmentation strategy across Nonprofit, Corporate, and Professional customers. • Build repeatable churn analysis frameworks using CRM and Metabase data and qualitative customer feedback. • Partner to refine and update customer health scoring models to identify at-risk accounts with high accuracy, enabling early intervention and proactive retention efforts. • Track and analyze retention and expansion metrics, including GRR, NRR, and churn trends, for leadership reporting. • Conduct root-cause analysis on churn, downgrade, dissatisfaction, and expansion patterns by combining CRM data, customer interviews, survey results, and operational signals. • Design and maintain executive-facing reporting, dashboards, and insight narratives highlighting customer sentiment, churn risks, key trends, and recommended actions. • Present customer insights and recommendations to senior leadership in a clear, actionable format. • Build and maintain a centralized VOC knowledge base accessible across Product, CX, Operations, and Expansion teams. • Identify gaps in customer data capture, churn reason tracking, and VOC instrumentation, and partner cross-functionally to improve data quality and reporting reliability. • Establish feedback loops between VOC insights and Product, Operations, Expansion, and CX teams to drive business improvements. • Serve as the internal advocate for the customer voice in cross-functional planning and strategy discussions. • Partner with Expansion to identify customer needs, segment patterns, and expansion signals that inform upsell and growth opportunities. • Partner with Product to prioritize feature and experience improvements based on customer feedback.

• Lead and develop a high-performing, multi-disciplinary filing automation team, optimizing team structure, staffing models, and capability density. • Own the long-term growth and sequenced expansion of automated filing shares across all core service lines, beginning with charitable registration and expanding through corporate and fundraising products. • Oversee the end-to-end lifecycle of AI-driven automation skills, managing the design, validation, deployment, versioning, and continuous training of production-ready skills. • Manage high-volume data configuration system specifications and forms to ensure highly accurate, rapid translation of ingestion inputs into production-ready states. • Direct the maintenance and updates of system reference data, ensuring jurisdiction rules, fee tables, and deadline calendars remain entirely accurate and synchronized. • Spearhead production performance management by monitoring automated runs, proactively addressing performance drift, and implementing systemic root-cause updates directly into core automation skills. • Establish and execute formal operating agreements with process engineering and technical partners to maintain dedicated engineering capacity, prioritize workflow enhancements, and clear technical dependencies. • Maintain rigorous operational governance through structured daily production reviews, weekly automation tracking, and monthly business evaluations to ensure stable, scalable fulfillment delivery.

• Drive adoption of automation tools built by the Sr. Director of Process Engineering — ensuring all eligible filings follow automated paths and owning adoption rates • Partner with the Sr. Director of Process Engineering on a systematic approach to rapidly extract and document compliance analyst knowledge; prioritize and track this via metrics (e.g., filing types documented) to scale automation and agentic workflows as efficiently as possible. • Establish systems to monitor QA trends, triage root causes (automation vs. analyst quality), route system gaps to the Process Engineering team, and manage CA performance deficiencies through formal HR channels. • Lead compliance analyst org (Corporate & Nonprofit) and QA — set standards, manage performance, and drive the automation-first talent transformation • Build cost-per-filing measurement system from scratch, set baselines, and drive improvement with the Sr. Director of Process Engineering and Finance (shared metric)

Role Description The Help Desk II Technician serves as an escalation point for complex support tickets, providing advanced troubleshooting and technical leadership within the help desk team. This role involves managing tickets end-to-end, implementing technical solutions, and mentoring junior technicians. You will work across diverse client environments to ensure operational stability and high service quality. - Serve as a Tier 2 escalation for Help Desk I technicians, resolving advanced hardware, software, and network issues. - Support and manage Microsoft 365, Intune, and Active Directory environments, including GPOs and security configurations. - Troubleshoot Windows 10/11 OS issues, user profile corruption, printer/network connectivity, and MFA-related problems. - Manage endpoint security and patching through tools like SentinelOne, ThreatLocker, and N-able. - Document technical processes and knowledge base articles for internal use. - Collaborate with infrastructure and project teams to assist with deployments and server upgrades. - Perform proactive system monitoring and maintenance to ensure uptime and performance. - Communicate technical solutions clearly to clients and team members. Qualifications - Strong technical proficiency across Windows environments, networking fundamentals, and Microsoft cloud services. - Experience with ticket triage, prioritization, and root cause analysis in an MSP setting. - Familiarity with common COTS tools (SentinelOne, ThreatLocker, DUO, N-able, etc.). - Strong communication, customer service, and mentoring abilities. - Ability to manage multiple client environments and competing priorities effectively. - Security-first mindset with focus on compliance and best practices. Requirements - Bachelor’s degree in Information Systems, Computer Science, or related discipline preferred. - 3+ years of IT support experience, ideally in a Managed Service Provider or professional services environment. - Experience supporting Microsoft 365, Intune, and MFA. - Certifications such as CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent preferred. Benefits - Competitive salary commensurate with experience. - Comprehensive benefits package including health, dental, and vision insurance. - 401(k) retirement plan with company match. - Unlimited PTO and holidays. - Professional development opportunities.

• Serve as a primary point of contact for user support requests, providing assistance with desktops, laptops, mobile devices, applications, and collaboration tools. • Troubleshoot hardware, software, network, and application issues, escalating as needed while maintaining ownership of client communication. • Administer and maintain Active Directory, Office 365, and Exchange environments, including user account setup, password resets, and group policy management. • Support Microsoft Windows (XP–11) and macOS systems, ensuring reliability and security for end users. • Configure, maintain, and troubleshoot VoIP systems and mobile device deployments. • Assist with system updates, patches, and endpoint security. • Document troubleshooting steps and resolutions within ticketing and ITSM systems. • Participate in device imaging, onboarding/offboarding, and asset inventory tracking. • Provide remote and occasional on-site support to ensure smooth operations across distributed teams. • Contribute to process improvement initiatives by identifying recurring issues and suggesting solutions.

• Directly manage all POD-CIOs and Client Success Managers across Harbor IT's Shuttle structure • Set clear performance expectations for each direct report; hold them accountable to individual KPIs on a monthly cadence • Conduct structured 1:1s, performance reviews, and development conversations — proactively, not reactively • Make fast, independent hiring and termination decisions; do not tolerate sustained underperformance • Build the bench: identify future POD-CIO and CSM candidates, develop internal talent, and maintain a pipeline • Serve as the operational owner of the Recontracting Execution phase following every acquisition • Coordinate POD-CIOs and exec sponsors through client outreach, objection handling, and agreement closure • Own GRR at 90%+ and NRR at 107%+ across the full client portfolio • Monitor client health across all PODs; flag at-risk accounts early and deploy mitigation plans before churn becomes a conversation • Step directly into high-stakes client situations — escalations, churn risks, exec relationship issues — as the senior Harbor IT representative

Role Description Harbor IT is seeking a Program Manager to own the end-to-end delivery of a high-stakes healthcare IT transition. This engagement involves a mid-market healthcare organization with approximately 100 facilities nationwide, currently supported by an internal IT team of 40–50 staff, transitioning to a fully managed Harbor IT service model within a 2–4 month window. This is the most consequential mid-market engagement in Harbor IT’s portfolio this year. The Program Manager is accountable for executing a clean cutover of the client’s full IT operation onto Harbor IT’s processes, tooling, and operating model—with zero service interruption, zero net-new compliance findings, and preserved executive trust. This role is designed for a seasoned operator who has personally delivered transitions of this scale and speed before. It requires executive presence, decisive judgment, and hands-on leadership—strategic in the boardroom and tactical on the ground. Key Responsibilities - End-to-End Transition Ownership - Deliver a full IT operational cutover within 2–4 months - Ensure zero critical service interruptions and no compliance gap - Own timeline, risk, scope, and delivery outcomes - IT Staff Assessment and Restructuring - Personally assess the client’s internal IT team - Make retention and redundancy recommendations - Lead sensitive communications in partnership with client HR and Harbor IT leadership - Design and execute retained-staff onboarding - Steady-State Team Buildout - Hire and manage field technicians, site leads, and operational staff - Integrate retained client employees or recruit externally as needed - Ensure staffing readiness by cutover, not after - Field Coverage Model Design - Define and implement on-site, regional, and remote coverage across approximately 100 facilities - Document, staff, and operationalize the model within the transition window - HIPAA and Healthcare Compliance Continuity - Own compliance integrity throughout the transition - Ensure PHI handling, BAA continuity, access controls, and audit readiness - Coordinate closely with Harbor IT Security and client compliance leadership - Executive Client Leadership - Act as the executive point of contact for client sponsors - Run weekly steering committee meetings - Navigate scope disputes, staffing decisions, and timeline pressure with confidence and clarity - Cutover and Program Execution - Build and enforce the master transition plan (milestones, RAID log, dependencies) - Maintain the plan as the single operational source of truth - Tooling and Documentation Foundation - Ensure full PSA and documentation readiness (ConnectWise and Hudu preferred) - Asset inventories, service catalogs, contacts, and escalation paths complete before cutover - Commercial and Scope Control - Enforce MSA boundaries - Surface out-of-scope items commercially, not operationally - Protect engagement margin while maintaining client trust - Handover and Continuity - If not remaining as account GM, recruit and onboard the successor - Deliver complete runbooks, SOPs, escalation paths, and stakeholder maps - Ensure no fragmented handoffs - Build the Transition Playbook - Bring an established transition methodology (checklists, assessment frameworks, staffing models) - Institutionalize this capability within Harbor IT for future engagements Success Criteria (First 6 Months) - Zero critical service interruptions during cutover - Zero net-new HIPAA or compliance findings - Transition completed within the agreed 2–4 month window - Written executive validation of steady-state readiness - Fully staffed, documented, and operational account handoff Qualifications - Bachelor’s degree in IT, Business, Healthcare Administration, or equivalent operational experience - 10+ years in IT service delivery, MSPs, or technology consulting - Direct ownership of at least two large-scale IT outsourcing or transition engagements (50+ sites) - Experience conducting staff assessments and making retention and redundancy recommendations for 30+ personnel - Hands-on experience operating within a HIPAA-regulated environment - Prior responsibility for a $3M+ annual managed services engagement - Demonstrated success delivering transitions in 90 days or less Technical Competencies - Strong understanding of mid-market MSP operating models - PSA and documentation systems experience (ConnectWise and Hudu strongly preferred) - HIPAA Security Rule and healthcare compliance literacy - Familiarity with healthcare IT environments (EHRs, endpoints, identity, network, backup) Leadership and Soft Skills - Executive presence under pressure - Clear, confident communicator with internal teams and client leadership - Decisive, with a strong bias to action - Comfortable operating strategically and tactically in parallel - Owns outcomes, not just plans This Role Is Not a Fit for Candidates Who - Have only worked in PMO or coordination roles without delivery authority - Have not personally executed a large IT transition under 120 days - Prefer indirect influence over direct accountability Preferred Certifications (Optional) - PMP, PgMP, or equivalent enterprise program leadership credential - ITIL v4 - HIPAA-related certifications (experience prioritized over credentials)

Role Description Harbor IT is building a dedicated Life Sciences practice and is looking for a Practice Lead who can help us earn trust, open doors, and create revenue in the biotech and life sciences market. This is a commercial role. The person in this seat will be expected to use their network to create meetings, shape the go-to-market motion, and perform against a quota for net new ARR. We are most interested in companies ranging from emerging growth-stage biotech organizations to pre-commercial and public life sciences companies, especially those with real lab operations, growing operational complexity, and increasing security and compliance needs. What You'll Do - Activate your network to create meetings and warm introductions across the biotech and life sciences ecosystem - Carry and perform against a quota for net new ARR within the Life Sciences vertical - Help Harbor get in front of the right companies, especially biotech organizations with lab operations and growing security, compliance, and infrastructure needs - Translate what you are hearing in the market into a sharper vertical strategy and clearer messaging - Help position Harbor around the problems these companies actually have as they scale - Represent Harbor at the right events, peer groups, founder communities, and ecosystem gatherings - Serve as a trusted connector between Harbor and the broader Life Sciences market Qualifications - Deeply connected in biotech and life sciences companies from early stage to pre-commercial - Strongest in companies with real lab environments and meaningful operational maturity - Respected enough that people take your call and ask for your advice - Understand how technology, security, compliance, and lab operations become more important as biotech companies scale - Commercial enough to turn trust and relationships into meetings, pipeline, and net new ARR - Comfortable helping build a vertical, not just participating in it Benefits - Medical Plans: We will be offering Aetna as our national wide carrier. - 3 plans will be offered under Aetna: - Aetna POS High Deductible HSA Plan - Aetna Open Access Plus POS - Aetna EPO plan - Contributions: - 100% for Employee only and 80% for Employee + Spouse/Kid/Family - Unlimited PTO plan - 401k match - Short and Long Term Disability - Life and AD&D Insurance