Integris

• Serve as the primary relationship manager for Integris' clients, fostering positive and trusting relationships. • Provide strategic and impactful consultative services to enhance clients' IT experience, productivity, and network security; collaborate with other team members as needed. • Facilitate Strategic Business Reviews (SBRs) with assigned clients to develop, review, or update technology strategy, budgets, and service delivery metrics. • Conduct regular risk assessments to anticipate and address client satisfaction issues, managing overall risk levels within the client success team. • Oversee all critical client communications, including project updates, handling major issues, and providing VIP interactions. • Collaborate with Integris' technical team to understand day-to-day operations, analyze output, and make recommendations for operational adjustments. • Promote growth of Integris' revenue by making recommendations that align products and services with client needs. • Stay informed about market trends, competitor activities, and customer preferences to strategically position Integris' products or services. • Ensure clients receive accurate quotes aligned with forecasting and annual goals. • Work with clients to maintain hardware, software, and licensing under current maintenance and support contracts. • Monitor and ensure proper design and implementation of client agreements, adhering to Integris' best practices and maximizing agreement utilization and gross margins. • Deliver exceptional experiences to clients and end-users by verifying high-quality and efficient support. • Understand and remediate the impact of work that has not been executed as expected. • Ensure requests are addressed within SLA target. • Ensure all work, customer interactions, and relevant customer data is documented and tracked in real-time in ConnectWise. • Meet assigned metrics and KPIs. • Any additional duties as assigned.

• Serve as the primary relationship manager for Integris' clients, fostering positive and trusting relationships. • Provide strategic and impactful consultative services to enhance clients' IT experience, productivity, and network security; collaborate with other team members as needed. • Facilitate Strategic Business Reviews (SBRs) with assigned clients to develop, review, or update technology strategy, budgets, and service delivery metrics. • Conduct regular risk assessments to anticipate and address client satisfaction issues, managing overall risk levels within the client success team. • Oversee all critical client communications, including project updates, handling major issues, and providing VIP interactions. • Collaborate with Integris' technical team to understand day-to-day operations, analyze output, and make recommendations for operational adjustments. • Promote growth of Integris' revenue by making recommendations that align products and services with client needs. • Stay informed about market trends, competitor activities, and customer preferences to strategically position Integris' products or services. • Ensure clients receive accurate quotes aligned with forecasting and annual goals. • Work with clients to maintain hardware, software, and licensing under current maintenance and support contracts. • Monitor and ensure proper design and implementation of client agreements, adhering to Integris' best practices and maximizing agreement utilization and gross margins. • Deliver exceptional experiences to clients and end-users by verifying high-quality and efficient support. • Understand and remediate the impact of work that has not been executed as expected. • Ensure requests are addressed within SLA target. • Ensure all work, customer interactions, and relevant customer data is documented and tracked in real-time in ConnectWise. • Meet assigned metrics and KPIs. • Any additional duties as assigned.

• Directly manage and mentor the Security Advisory & Compliance Associates, Consultant, and Sr. Consultant roles. • Set clear performance expectations, conduct regular 1:1s, and complete performance reviews. • Support career development, skill progression, and certification attainment across the Security Advisory & Compliance team. • Ensure appropriate workload distribution, capacity planning, and role alignment. • Oversee delivery of all Security Advisory & Compliance services, including audits, risk assessments, policy development, roadmap execution, and vCISO-aligned engagements. • Ensure Security Advisory & Compliance deliverables meet Integris quality standards, SLAs, and client expectations. • Act as an escalation point for complex client issues, delivery risks, or scope challenges. • Partner with Service Delivery and Security Operations leadership to ensure alignment across teams. • Establish and enforce standardized Security Advisory & Compliance methodologies, templates, workflows, and documentation standards. • Review and approve high-impact deliverables, including strategic roadmaps, executive reports, and policy frameworks. • Ensure audit-readiness, defensibility, and consistency across all GRC engagements. • Drive continuous improvement of Security Advisory & Compliance processes, tooling usage, and reporting practices. • Define and evolve the Security Advisory & Compliance service catalog, delivery models, and engagement structure. • Identify opportunities to mature offerings, improve efficiency, and enhance client value. • Partner with leadership on service pricing, packaging, and scalability considerations. • Support sales and pre-sales efforts through solution design, scoping, and subject-matter expertise as needed. • Support or lead executive-level client interactions, including escalations and strategic discussions. • Ensure consistent, high-quality executive communication across QBRs, reports, and advisory engagements. • Maintain strong relationships with key stakeholders to reinforce Integris trusted advisor role. • Provide oversight of vulnerability management, incident governance, and remediation prioritization practices. • Ensure client risk decisions, policy approvals, and governance actions are documented and defensible. • Track and manage Security Advisory & Compliance team performance against KPIs, SLAs, and utilization targets. • Ensure accurate time tracking, documentation, and reporting across the team. • Maintain required training and certifications as defined by management.

• The Legal Practice Leader is responsible for building, leading, and growing Integris legal vertical by developing and executing a dedicated go-to-market strategy focused on mid-sized law firms. • This role serves as the organizations subject matter expert (SME) for legal technology and AI, translating legal workflows and operational requirements into scalable managed IT, cybersecurity, compliance, and AI-enabled service offerings. • The Legal Practice Leader partners closely with Sales, Marketing, Solutions Architecture, and Service Delivery teams to drive revenue growth, establish industry credibility, develop legal-specific service offerings, and position Integris as a trusted technology advisor to law firms. • Define and execute Integris legal vertical go-to-market strategy, including target client profiles, service offerings, pricing frameworks, and growth objectives. • Identify emerging trends in legal technology, AI, cybersecurity, cloud adoption, and compliance requirements and translate them into market opportunities. • Develop thought leadership content including articles, white papers, webinars, and educational resources for legal audiences. • Represent Integris at legal industry conferences, association events, and speaking engagements. • Build and maintain strategic relationships with legal technology vendors, consultants, bar associations, and industry influencers. • Monitor competitive trends and provide recommendations to leadership regarding market positioning and service expansion opportunities. • Serve as the legal industry SME during sales engagements, discovery sessions, and client presentations. • Partner with Sales and Marketing teams to develop legal-specific pitch materials, case studies, RFP responses, and value-based ROI frameworks. • Conduct workflow assessments, technology evaluations, and strategic technology reviews for prospective and existing law firm clients. • Provide guidance and recommendations regarding legal technology modernization, cybersecurity, compliance, and AI adoption initiatives. • Participate in executive-level client meetings with managing partners, COOs, legal operations leaders, and IT stakeholders. • Support account growth initiatives through strategic planning and trusted advisor relationships. • Design and maintain standardized managed service offerings tailored to law firms.

• Manage service intake via email and the client portal. • Conduct basic troubleshooting for non-complex issues within single-user system environments. • Document troubleshooting activities accurately within the ticketing system. • Support Professional Services with client onsite deployment as needed. • Adhere to established client support documentation.

• Manage service intake via email and the client portal. • Conduct basic troubleshooting for non-complex issues within single-user system environments. • Document troubleshooting activities accurately within the ticketing system. • Support Professional Services with client onsite deployment as needed. • Adhere to established client support documentation.

• Develop and maintain a robust pipeline of qualified opportunities through outbound prospecting, referral generation, networking, and lead follow-up. • Conduct discovery calls and meetings to understand business challenges, technical requirements, and stakeholder priorities. • Qualify prospects based on budget, authority, need, and timing or similar frameworks. • Develop and present proposals, including ROI models and solution overviews, that align with customer objectives and Integris service offerings. • Partner with CX and internal teams to scope and price tailored technology solutions. • Own the sales process from initial contact through close, with consistent follow-up and clear next steps throughout the cycle. • Accurately track all prospecting, opportunity, and sales activity in ConnectWise or other CRM platforms. • Meet or exceed monthly and annual sales quotas and KPIs related to pipeline growth, conversion rates, and client acquisition. • Participate in team meetings, training sessions, and sales reviews to continuously improve sales effectiveness and stay current on product knowledge. • Maintain professional expertise by studying industry trends, customer needs, and competitive positioning.

• Uphold and promote Integris core values in all activities, fostering a cohesive and collaborative culture within the service desk team and across departments. • Lead, mentor, and manage service coordinators, technicians, and team leads. • Manage the teams performance to meet departmental Key Performance Indicators (KPIs) and ensure high-quality service delivery. • Conduct regular 1-on-1 meetings and annual performance evaluations to assess individual and team progress against KPIs and objectives. • Manage team scheduling to meet clients demands, manage time and attendance, and approve timesheets. • Provide ongoing training, professional development, and career path guidance. • Take ownership of team performance and success, setting clear goals and expectations, and ensuring the team delivers results consistently. • Collaborate with the Customer Experience (CX) team to address service quality concerns and implement action plans based on feedback and performance reviews. • Work closely with the Field Services team to ensure effective collaboration and resource allocation for on-site support, maintaining service excellence and efficiency. • Review processes, procedures, systems, and tools to recommend process improvements, efficiency gains, and increased quality of service. • Manage time and attendance. • Ensure processes and procedures are followed, kept up-to-date, and that time records and client documentation are accurate.

• The Senior Solutions Architect provides advanced technical leadership and strategic solution design across the Professional Services organization. • Responsible for defining and governing architectural standards, leading enterprise-scale solution initiatives, and serving as a top-tier advisor to clients and internal teams. • Engage in complex, multi-technology solution design, provides executive-level consultation, and mentors other architects and engineers. • Lead design of complex, multi-site, multi-domain, or compliance-driven architectures across cloud, security, networking, and infrastructure. • Drive roadmap discussions and contribute to the development of new services and technical offerings. • Serve as a trusted advisor to executive stakeholders on technology direction, risk, and strategy. • Provide architectural oversight during large, enterprise-scale projects and multi-phase transformations. • Collaborate with sales to conduct assessments and provide recommendations for project scope and labor estimates. • Develop comprehensive professional services pricing, statements of work, proposals, and task lists. • Review and improve technical delivery standards, project documentation, and process automation.

• Develop and maintain a robust pipeline of qualified opportunities through outbound prospecting, referral generation, networking, and lead follow-up. • Conduct discovery calls and meetings to understand business challenges, technical requirements, and stakeholder priorities. • Qualify prospects based on budget, authority, need, and timing or similar frameworks. • Develop and present proposals, including ROI models and solution overviews, that align with customer objectives and Integris service offerings. • Partner with CX and internal teams to scope and price tailored technology solutions. • Own the sales process from initial contact through close, with consistent follow-up and clear next steps throughout the cycle. • Accurately track all prospecting, opportunity, and sales activity in ConnectWise or other CRM platforms. • Meet or exceed monthly and annual sales quotas and KPIs related to pipeline growth, conversion rates, and client acquisition. • Participate in team meetings, training sessions, and sales reviews to continuously improve sales effectiveness and stay current on product knowledge. • Maintain professional expertise by studying industry trends, customer needs, and competitive positioning.