Shield

• Coordinate candidate interviews across multiple time zones and stakeholder groups • Manage interview scheduling, calendar coordination, candidate communications, and follow-up logistics • May support sourcing efforts for active roles across Shield and partner companies using LinkedIn Recruiter and additional recruiting tools • Assist with candidate pipeline management and movement within Pinpoint ATS • Help onboard new hiring managers and partner company leaders into recruiting workflows and ATS processes • Provide guidance and support to hiring teams on interview scheduling, scorecards, candidate feedback submission, and recruiting best practices • Maintain accurate candidate records, interview documentation, and requisition data within the ATS • Assist with job posting creation, requisition launches, and recruiting process coordination • Support recruiting operations and hiring initiatives related to newly integrated partner companies • Partner closely with recruiting leadership to identify opportunities for process improvement and operational efficiency • Help maintain a positive, responsive, and professional candidate experience throughout the hiring process

• Serve as primary point of contact for a portfolio of Tier 1 and Tier 2 accounts • Develop and execute account plans that drive retention and identify upsell opportunities • Partner with the vCIO/TAM to prepare and deliver quarterly business reviews (QBRs) for strategic accounts • Proactively monitor account health indicators including support volume, contract dates, and relationship signals • Own renewal conversations and negotiate contract expansions within approval thresholds • Escalate technical issues appropriately and follow through to resolution • Maintain accurate CRM records, activity logs, and account health scores in HubSpot • Surface upsell and cross-sell opportunities and coordinate with Sales and the vCIO on larger opportunities • Mentor Account Managers and provide guidance on complex account situations • Represent the client voice internally — bring structured feedback to delivery, product, and leadership

• Serve as the technical lead for SaaS configuration and platform integration requests originating from internal teams.**** • Develop and manage project plans, milestones, and timelines for standing up, connecting, or migrating internal tools.**** • Conduct discovery sessions with requesting teams to assess existing processes, data sources, and system structures.**** • Configure and integrate SaaS systems across internal functions—building connectors, API integrations, SSO, and data syncs as needed.**** • Coordinate integrations and migrations across HR, finance, operations, and IT platforms.**** • Facilitate cross-functional working sessions with HR, Finance, IT, and Operations to scope and prioritize requests.**** • Provide status updates and documentation to requesting teams and IT leadership.**** • Support change management and end-user enablement for newly configured or integrated tools.**** • Identify opportunities to streamline the intake and delivery of configuration and integration requests.**** • Standardize templates, runbooks, SOPs, and checklists for recurring configurations.**** • Recommend process and technology enhancements to support future scalability.****

• Own customer onboarding & delivery: Lead end‑to‑end onboarding for private hosting and remote managed services; set phase gates, dependencies, and communication plans. • Drive initiatives for existing customers: Deliver server/network upgrades, office moves, storage remediation, and technology refresh programs. • Lead the people: Direct Project Managers and Professional Services personnel (Systems Engineers, Support Specialists/Engineers/Analysts); set goals, coach performance, and grow careers. • Raise service quality: Enforce SOPs and QA for ticket lifecycle; reduce repeat incidents and extend reliability across VDI/EUC and infrastructure. • Standardize documentation: Ensure runbooks/PM templates and customer documentation (network topology, services, security) are complete before build/migration. • Manage risk & change: Govern image refreshes and production changes; coordinate with Engineering when holds impact schedules; plan phased upgrades for legacy systems. • Partner cross‑functionally: Collaborate closely with Sales, Account Management, Solutions Engineering, and Customer Success to unblock delivery and maintain trust. • Own the numbers: Build and execute project cost accounting; manage team P&L (forecasting, margin, utilization, accruals); approve vendor invoices.

• Manage all aspects of customer installations and telecommunications projects from contract through customer acceptance • Maintain project timelines, customer commitments, and installation milestones while coordinating updates between carriers, vendors, IT teams, and internal stakeholders • Review customer communications and respond promptly and professionally throughout the day • Navigate multiple carrier portals to monitor order progress, provisioning updates, and installation timelines • Lead weekly customer status calls for multi-location projects and provide organized post call summaries including action items and next steps • Maintain detailed Excel workbooks tracking customer locations, implementation progress, timelines, and outstanding items • Collaborate cross functionally with provisioning teams, NOC teams, sales teams, and pre-sales operations throughout the implementation process • Support incoming calls through a shared support queue during business hours and participate in after-hours support rotation with the broader team • Document customer communications, updates, and follow up activities within internal systems • Support customer escalations professionally and proactively while helping drive timely resolution • Represent Threshold Communications in a professional, knowledgeable, and customer-centric manner at all times

• Own the overall health and performance of service desk operations across every Shield-owned MSP, ensuring each service board is clean, accurate, and well-managed by its local Service Desk Manager. • Establish and enforce a consistent definition of “clean and well-managed” covering ticket hygiene, queue management, SLA adherence, time entry discipline, status accuracy, and documentation quality. • Conduct regular service board audits across ShieldCos and partner with local managers on remediation plans, tracking progress to closure. • Identify systemic risks, capacity issues, or staffing gaps across the portfolio and escalate with clear recommendations to operations leadership. • Develop, document, and roll out service desk best practices across the portfolio — including triage workflows, escalation paths, ticket templates, board structure, dispatch standards, and customer communication norms. • Run a recurring cross-company forum for ShieldCo Service Desk Managers to surface what’s working, share playbooks, and align on shared standards without erasing what makes each MSP effective locally. • Partner with operations to drive change management when new standards are introduced, ensuring local buy-in rather than top-down mandates. • Maintain a living portfolio playbook that captures the canonical “Shield way” of running a service desk. • Partner with operations and the data/AI team to define standard KPI definitions, ensuring apples-to-apples comparisons across companies that may use different PSA tools or reporting conventions. • Deliver clear, narrative-driven monthly and quarterly portfolio reporting to executive leadership, highlighting trends, outliers, and recommended actions. • Coach local managers on using the same metrics to run their own desks, not just to report upward. • Act as the operational voice of the service desk in the design, piloting, and rollout of internal AI tools, including ticket triage, summarization, knowledge retrieval, and automation. • Identify high-value, repeatable workflows across the portfolio that are strong candidates for AI augmentation and prioritize them with the AI team based on impact and feasibility. • Coordinate pilots at selected ShieldCos, gather structured feedback from local managers and technicians, and own the rollout playbook for portfolio-wide adoption. • Ensure data quality on service boards is sufficient for AI tools to perform well, closing the loop between board hygiene and AI effectiveness. • Serve as a mentor, coach, and trusted partner to each ShieldCo’s Service Desk Manager by supporting them, removing obstacles, and helping them grow rather than managing them by directive. • Spend meaningful time on-site at each ShieldCo (approximately 50% travel), working alongside local teams to understand their reality before recommending changes. • Build trust at every level of the service desk from technicians to MSP leadership, so that improvements stick after the visit ends.

• Develop and execute a territory or vertical sales strategy to achieve and exceed revenue targets. • Prospect, qualify, and close new business opportunities for managed services, cloud solutions, cybersecurity offerings and professional services. • Build strong relationships with C-level and senior IT decision makers, understanding their business challenges and aligning solutions accordingly. • Deliver compelling presentations, proposals, and solution roadmaps tailored to client needs. • Uncover objections and overcome underlying concerns by sharing information regarding the BCS365 approach, methodologies, technology portfolio, and the value proposition of our service offerings. • Collaborate with internal technical teams to scope solutions, create SOWs, and ensure accurate handoff to service delivery. • Maintain a healthy pipeline through consistent outbound activity, networking, and leveraging channel partnerships. • Track sales activities, forecasts, and pipeline updates in CRM with accuracy and discipline. • Stay current on industry trends, competitive landscape, and emerging technologies relevant to MSP and MSSP services. • Achieve strong conversion rates for phone and in-person consultations. • Establish and maintain excellent working relationships with potential and existing clients. • Actively engage in selling current clients additional services. • Utilize BCS365 sales material and call guides to: Screen prospects effectively, identify and understand business needs, convey relevant and compelling information regarding BCS solutions / services, and set appropriate expectations for each service. • Promptly complete daily sales activity updates, weekly sales checklists and other requested information systems to track progress and performance. • Use HubSpot database and activity management software to accurately record client information and effectively manage client relations and the sales process. • Prepare and present regular progress reports for management. • Maintain accurate Opportunity Funnel. • Participate in ongoing management and strategy meetings. • Follow up on all presale’s activities. • Build and expand a network of referral partners. • Participate in activities and events that promote BCS365 products and services. • Participate in the development of new project proposals. • Recommend policies and procedures to enhance sales operations. • Travel to key sales events, strategic industry functions, and clients’ sites to advance relationship and drive revenue opportunities.

- Responsible for coordinating marketing efforts with technology (vendor) partners: - Build relationships with key technology partners to identify and evaluate what co-marketing resources are available (including funding, campaign assets, social media, collateral/content, etc.). - Select the resources which best support BCS365’s strategy. - Integrate those resources into BCS365 marketing efforts. - Oversee Marketing Specialist as they: - Execute selected campaigns either through Act-on or partners’ marketing platforms (e.g. PMC). - Post content to various social media platforms. - Upload content to BCS365 SharePoint site. - Communicate about available content to Sales and other internal departments. - Identify industry associations that can help BCS365 build recognition and support business growth. - Work directly with organizations to evaluate participation and marketing partnership opportunities (e.g. sponsorships, event participation, speaking opportunities). - Coordinate marketing and sales team participation. - Conceptualize, define and propose strategies and marketing campaigns that align with business objectives. - Map out campaign elements (content, email, social media, paid promotion, landing pages, list development, etc.). - Oversee Marketing Specialist as they: - Create outbound campaigns: Using Act-on, PMC, Google AdWords, LinkedIn paid advertising, landing pages, emails, list segmentation and selection, direct mail pages, envelopes, mailings, etc. - Oversee Marketing Specialist to make additions and edits to web site. - Select and manage tools and external suppliers to assure that deliverables are timely and fully support the company’s initiatives. - Assure that company’s brand and communications guidelines are up-to-date and enforced across all internal BCS365 departments, promotional products, sales materials and web presence. - Work with Marketing Specialist to ensure effective use of social media platforms including postings and relevant content. - Execute on event plans; booking venue and food, creating and tracking invitations, logistics, internal and external communications. - Analyze and report on the return on investment of marketing campaigns. - Contact industry publications, consultants and influencers on an ongoing basis to assure that company messaging, and positioning is being received and understood. - Regularly communicate with sales and sales management to ensure alignment between business goals, sales initiatives and marketing support. - Assist sales team by developing marketing efforts to improve each step of the sales process. - Oversee the development of marketing materials including brochures, hand-outs, presentations, event displays, blog posts, web page content, email campaign, and other as required. - Work with internal and external content sources; coordinate design and production of materials. - Provide direction and oversee Marketing Specialist to build and maintain Marketing section of company SharePoint site, ensuring the appropriate resources are available and up to date. - Work with partners to develop, maintain, and strengthen relationships. - Ensure partners’ involvement in BCS365 activities. - Strategize and create programs to integrate BCS365 into partners’ business. - Develop in-depth knowledge of the technology portfolio and how it relates to customer’s needs. - Document internal processes and procedures related to duties and responsibilities.

• Serve as the primary administrator and owner of the HRIS platform (Rippling) • Configure and maintain workflows including onboarding, approvals, compensation changes, and other HR processes • Ensure ongoing data accuracy, consistency, and integrity across the system • Generate and analyze reports such as headcount, turnover, compensation, and other key HR metrics • Build dashboards and reporting tools to support leadership decision-making • Lead HRIS implementations and system rollouts, including enhancements within Rippling • Manage integrations with third-party systems such as benefits, payroll, and performance management tools (e.g., 15Five) • Translate HR policies and processes into scalable, automated system workflows • Identify opportunities to automate manual tasks and improve operational efficiency • Diagnose and resolve system issues in a timely and effective manner

Senior Accountant Department: Finance Employment Type: Full Time Location: Shield Technology Partners - Remote Compensation: $90,000 - $110,000 / year Description The Senior Accountant will understand accounting principles, analyze financial transactions and create and re-engineer processes to gain efficiency. This position will work with colleagues in multiple departments on reporting results to Operations and Executive teams. This person will also be responsible for the preparation of financial reports, analysis and reconciliation of accounts. This role is open to remote work for the right candidate, but travel will be required. Key Responsibilities Core duties and responsibilities include the following. Other duties may be assigned: - Prepares and analyzes location and support center financial statements - Prepares journal entries and maintains supporting records - Detail oriented with the ability to gain an in-depth understanding of practice management software and associated revenue and accounts receivable calculations - Integrates the accounting operations of the newly affiliated locations and ensures consistency with the Company policies/procedures - Tracks deliverables of the new affiliated locations - Prepares account reconciliations for multiple accounts and locations and oversees the accounting for various areas including but not limited to - Cash posting - Merchant Services - Treasury matters - Bank reconciliations - Accruals - Prepaids - Tax and regulatory compliance - Answers accounting and financial questions by researching US GAAP, general ledger transactions and interpreting data - Provides detailed analysis and quantifies variances from expected results - Maintains supporting work papers for internal and external audits - Develops and implements efficient accounting procedures by analyzing current procedures and recommending changes through process enhancements and automation - Communication with multiple departments, offices and levels of employees including executives, on financial results and policies/procedures - Constructs ad-hoc reports and assist with projects as needed Skills, Knowledge and Expertise - Strong communication and inter-personal skills - Willingness to be flexible, agile and adaptable, adjusting quickly to changing priorities - Detail oriented with the ability to aggregate and manipulate a large amount of data in Excel. - Ability to effectively manage multiple projects, deadlines, and priorities - Strong computer and business solution software skills, including: - Microsoft Office (Excel, Word, PP) - Outlook - SharePoint - NetSuite - Strong analytical, mathematical and reasoning skills to collect and interpret data and identify discrepancies. - Ability to diagnose and solve problems - Accountability, ownership, and continuous learning mindset Preferred - Prior role within multi-entity environment - Experience with mergers and acquisitions - Experience with NetSuite, Rippling, Solution7, Domo a plus Education and Work Experience - Ideally, a degree in accounting or related discipline, or minimum of 4 years related experience in lieu of degree - Minimum 3 years of accounting experience in a multi-site environment. - In-depth knowledge of US GAAP and ability to research technical items. - Strong analytical and problem-solving skills with keen attention to detail. - Excellent communication and interpersonal skills for effective collaboration with diverse teams.