VC3

• Lead meetings with the client, to provide reports related to issue trending, ongoing/upcoming projects, system performance, change management, and potential technical improvements • Prepare and review reports and metrics utilizing internal tools to present and share with the client as requested • Measure client satisfaction, set and manage client expectations, discuss service agreements, and help manage client vendor relations • Identify client churn risks to develop solution strategies with internal teams and service resources • Advocate for the client in day-to-day operations, including support services, proactive maintenance, and procurement, work with internal teams to ensure client deadlines are met • Assist with change management processes for the client, document escalations, and participate in internal meetings for effective resolution • Participate in major incident response by coordinating resolution efforts, communicating effectively with stakeholders, assisting in post-incident reviews, and collaborating with internal and external teams to analyze operations and identify efficiency improvements • Collaborate with Strategic Advisors / vCIO to help develop the strategic plan for clients by assisting with agreement updates, as well as help with workstation replacement strategy and client’s planning and budget cycles • Maintain Knowledge of technology products and services applicable to the client base, including hardware, software and VC3 services • Assist with the onboarding and offboarding process for new clients and assist with client presentations and introductions to the VC3 way including meeting with clients at their office for check-ins and during onboarding process when necessary • Contribute to client documentation with accuracy and ensure data integrity • Ongoing participation in internal meetings such as huddles, L10s, training and company meetings • Utilize automated systems when applicable to manage agreement reconciliation to ensure accurate billing • Review and investigate invoices when necessary to ensure accuracy before approving - address invoice questions and concerns from clients. • Invoicing review and approval, including assisting clients with billing inquiries and working closely with the VC3 finance and collection teams • Additional duties as assigned

• Lead meetings with the client, to provide reports related to issue trending, ongoing/upcoming projects, system performance, change management, and potential technical improvements • Prepare and review reports and metrics utilizing internal tools to present and share with the client as requested • Measure client satisfaction, set and manage client expectations, discuss service agreements, and help manage client vendor relations • Identify client churn risks to develop solution strategies with internal teams and service resources • Advocate for the client in day-to-day operations, including support services, proactive maintenance, and procurement, work with internal teams to ensure client deadlines are met • Assist with change management processes for the client, document escalations, and participate in internal meetings for effective resolution • Participate in major incident response by coordinating resolution efforts, communicating effectively with stakeholders, assisting in post-incident reviews, and collaborating with internal and external teams to analyze operations and identify efficiency improvements • Collaborate with Strategic Advisors / vCIO to help develop the strategic plan for clients by assisting with agreement updates, as well as help with workstation replacement strategy and client’s planning and budget cycles • Maintain Knowledge of technology products and services applicable to the client base, including hardware, software and VC3 services • Assist with the onboarding and offboarding process for new clients and assist with client presentations and introductions to the VC3 way including meeting with clients at their office for check-ins and during onboarding process when necessary • Contribute to client documentation with accuracy and ensure data integrity • Ongoing participation in internal meetings such as huddles, L10s, training and company meetings • Utilize automated systems when applicable to manage agreement reconciliation to ensure accurate billing • Review and investigate invoices when necessary to ensure accuracy before approving - address invoice questions and concerns from clients. • Invoicing review and approval, including assisting clients with billing inquiries and working closely with the VC3 finance and collection teams • Additional duties as assigned

• Develop, implement, effectively maintain, and continually update quoting processes, standards, guidelines, and procedures within the department. • Ensure objectives are clear, progress is tracked, and results are reviewed regularly. • Manage the quoting queue/backlog to meet or exceed SLO’s. • Responsible for the scheduling, time, and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed. • Perform proactive issue trending and data reporting for the improvement of key metrics. • Perform employee reviews, manage headcount, hiring and overall HR management for your department. Build a culture of continuous improvement via feedback, coaching and employee development. • Communicate with all parties in a constructive manner to ensure client expectations are met or exceeded. • Review and manage backlog of client quote requests to ensure services are being correctly scheduled and prioritized. • Provide timely responses and guidance to client quote requests, either directly if needed or via your team. • Perform client follow-up to verify final resolution and determine satisfaction level. • Act as an escalation point for critical client issues, communicate, and manage communication with clients with collaboration across all departments. • Assist Strategic Advisors and Client Relationship Managers with unique or unusual quoting requests. • Continually monitor market trends to determine standard models. • Continually monitor margins to ensure targets are being met. • Oversee company’s quoting and proposal templates. • Collaborate across all departments to maximize overall client satisfaction • Maintain accurate and up to date documentation through the change management processes • Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate client communications, and overall professionalism • Review, revise, submit and annotate any invoicing associated with your department • Be a leader within the company, attending employee events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for client service • Conduct one on one meetings with staff to ensure objectives are clear, progress is tracked, and results are reviewed, to instill a culture of high performance • Host morning huddles and weekly L10 meetings for your team • Attend training events, maintain necessary partner management certifications • Maintain an in-depth knowledge of the products and services that we offer • Additional duties as required

• Develop, implement, effectively maintain, and continually update quoting processes, standards, guidelines, and procedures within the department. • Ensure objectives are clear, progress is tracked, and results are reviewed regularly. • Manage the quoting queue/backlog to meet or exceed SLO’s. • Responsible for the scheduling, time, and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed. • Perform proactive issue trending and data reporting for the improvement of key metrics. • Perform employee reviews, manage headcount, hiring and overall HR management for your department. Build a culture of continuous improvement via feedback, coaching and employee development. • Communicate with all parties in a constructive manner to ensure client expectations are met or exceeded. • Review and manage backlog of client quote requests to ensure services are being correctly scheduled and prioritized. • Provide timely responses and guidance to client quote requests, either directly if needed or via your team. • Perform client follow-up to verify final resolution and determine satisfaction level. • Act as an escalation point for critical client issues, communicate, and manage communication with clients with collaboration across all departments. • Assist Strategic Advisors and Client Relationship Managers with unique or unusual quoting requests. • Continually monitor market trends to determine standard models. • Continually monitor margins to ensure targets are being met. • Oversee company’s quoting and proposal templates. • Collaborate across all departments to maximize overall client satisfaction • Maintain accurate and up to date documentation through the change management processes • Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate client communications, and overall professionalism • Review, revise, submit and annotate any invoicing associated with your department • Be a leader within the company, attending employee events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for client service • Conduct one on one meetings with staff to ensure objectives are clear, progress is tracked, and results are reviewed, to instill a culture of high performance • Host morning huddles and weekly L10 meetings for your team • Attend training events, maintain necessary partner management certifications • Maintain an in-depth knowledge of the products and services that we offer • Additional duties as required

• Monitor network and system performance using various monitoring tools and software. • Identify and troubleshoot complex network and system issues, escalating as necessary. • Perform and assist identification and troubleshooting of complex network and system issues, acting as a point of escalation as necessary. • Perform system and network device configurations and deployments, as coordinated with the Backup Specialists and Toolset Orchestration Specialists. • Maintain accurate documentation of network and system configurations and changes. • Collaborate with cross-functional teams to resolve issues and implement solutions. • Monitor and respond to alerts and notifications generated by our network and system monitoring tools. • Provide timely and effective communication of network and system issues to internal and external stakeholders. • Participate in on-call rotation and respond to after-hours incidents as needed. • Mentor and train Analyst I on network and system monitoring best practices. • Ensure Tickets are properly created and notated to account for time • Manage personal workload and ensure that service level agreements (SLAs) are met. • Additional duties as required

• Own the full sales cycle from cold outreach to close and perform sales functions which result in increased utilization of VC3’s products and services • Outreach and source prospects through curated lists and cold calling • Attend local networking events, trade shows and create a presence in the community • Build relationships with decision makers and connect problems with solutions to successfully develop new accounts in assigned markets • Develop sales presentations, quotes, and proposals • Prepare accurate and thorough sales and business activity reports

• Lead, grow, and mature the Software Development practice within VC3 including: capability, capacity, and commercial performance. • Partner with Sales and Client Strategy to expand existing client relationships, develop new logos, and shape pipeline for the practice. •Own scoping, estimation, statements of work, and delivery of commercial software development client engagements. •Define and evolve the practice's service offerings, pricing posture, and delivery methodology. •Own the full P&L for the business unit, with direct accountability for gross margin performance across all client engagements.**** • Pivot the team from traditional software development to an AI-first / code-generation-driven model using tools such as Claude Code, Cursor, GitHub Copilot, and agentic development workflows. •Upskill existing engineers through coaching, pairing, and structured enablement •Establish guardrails for AI-assisted development: code review standards, evaluation frameworks for AI-generated output, security scanning, and human-in-the-loop review. •Author and maintain the practice's AI-first engineering playbook.**** • Conduct a structured assessment of team capabilities within the first 30 days, and develop and execute a clear talent plan, including development pathways and, where necessary, role transitions, to ensure the team is positioned for success. •Build and lead a high-performing, AI-first Software Development team, hiring, mentoring, performance management, and capacity planning. •Drive team billable utilization to defined targets •Own the technical roadmap and delivery for client web and software engagements across modern web (React, Next.js) and cross-platform stacks. • Set architecture, tooling, and quality standards across the practice; remain hands-on enough to be credible in design reviews and pull requests. •Serve as the senior technical voice in client conversations, from discovery and pre-sales through delivery and account growth.**** • Partner with Marketing, Customer Success, and other VC3 practice leads to align on delivery, velocity, and product evolution. •Closely collaborate with the Lead, AI and Data practice to: 1) Parlay software developed through client engagements into commercial go-to-market client offerings as part of the VC3 Managed AI Offering, 2) set AI Council agenda, 3) standardize AI best practices •Educate internal teams (Automation and Tools Teams, AI POD) on new or updated development practice ensure alignment.**** •Measurable improvement in delivery throughput, chargeable utilization and engagement margin across client work. •Maintain client satisfaction score across active engagements, with direct accountability for escalation resolution and client retention. •Clear plan and early traction on practice growth, pipeline build, new logos, and/or expanded scope with existing clients. •Team confidently shipping AI-generated and AI-reviewed code as standard practice, supported by a documented engineering playbook. • Visible modernization progress on the EdTech product, with a credible roadmap toward an AI-native offering. •An upskilled, motivated team operating under modernized rituals and tooling.****

• Lead, grow, and mature the Software Development practice within VC3 including: capability, capacity, and commercial performance. • Partner with Sales and Client Strategy to expand existing client relationships, develop new logos, and shape pipeline for the practice. • Own scoping, estimation, statements of work, and delivery of commercial software development client engagements. • Define and evolve the practice's service offerings, pricing posture, and delivery methodology. • Own the full P&L for the business unit, with direct accountability for gross margin performance across all client engagements.**** • Pivot the team from traditional software development to an AI-first / code-generation-driven model using tools such as Claude Code, Cursor, GitHub Copilot, and agentic development workflows. • Upskill existing engineers through coaching, pairing, and structured enablement. • Establish guardrails for AI-assisted development: code review standards, evaluation frameworks for AI-generated output, security scanning, and human-in-the-loop review. • Author and maintain the practice's AI-first engineering playbook.**** • Conduct a structured assessment of team capabilities within the first 30 days, and develop and execute a clear talent plan, including development pathways and, where necessary, role transitions, to ensure the team is positioned for success. • Build and lead a high-performing, AI-first Software Development team, hiring, mentoring, performance management, and capacity planning. • Drive team billable utilization to defined targets. • Own the technical roadmap and delivery for client web and software engagements across modern web (React, Next.js) and cross-platform stacks. • Set architecture, tooling, and quality standards across the practice; remain hands-on enough to be credible in design reviews and pull requests. • Serve as the senior technical voice in client conversations, from discovery and pre-sales through delivery and account growth.**** • Partner with Marketing, Customer Success, and other VC3 practice leads to align on delivery, velocity, and product evolution. • Closely collaborate with the Lead, AI and Data practice to: 1) Parlay software developed through client engagements into commercial go-to-market client offerings as part of the VC3 Managed AI Offering, 2) set AI Council agenda, 3) standardize AI best practices. • Educate internal teams (Automation and Tools Teams, AI POD) on new or updated development practice ensure alignment.

• Receive & respond to escalated service requests, incidents and change requests in a timely manner • Maintain accountability to lower tier technical team members to assist with escalations that stretch beyond the tier 1 and/or tier 2 scope of support • Train and educate VC3 clients on technical standards • Troubleshoot and resolve issues with: • Customer line-of-business (LOB) applications and common applications like web browsers and Microsoft Office • General network connectivity including ISP • Common networking technologies such as DHCP and DNS • Wireless network performance and accessibility • Firewalls, switches, and routers • Remote access technologies including VPN, RDS, and Citrix • Operating systems on servers, desktops, and laptops • Complete technical administrative tasks such as: • Virus/malware removal • Add/remove/change virtual server resources • AD/365/application password resets • Identify recurring issues and initiate problem tickets for them • Make recommendations for improvements of supported hardware and software • Engage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process • Additional duties as required

• Own the full sales cycle from cold outreach to close and perform sales functions which result in increased utilization of VC3’s products and services • Outreach and source prospects through curated lists and cold calling • Attend local networking events, trade shows and create a presence in the community • Build relationships with decision makers and connect problems with solutions to successfully develop new accounts in assigned markets • Develop sales presentations, quotes, and proposals • Prepare accurate and thorough sales and business activity reports