• Project Utilization of 70% billable hours per week, including all dispatch and project work directly involved for the client. • As requested, travel onsite to client offices to provide services supporting the project team. Days not spent travelling will be worked either onsite at the office or in the agreed upon remote location. • Provide superior service to customers and clients. • Work closely with the project team to complete the defined project objectives outlined in the project statement of work. • Collect and analyze project data to create status reports against the established project milestones and recommend future actions. • Review reports of production, malfunction, and maintenance to determine or address issues. • Assess the status of projects against the planned schedule, identify actual or potential problems, and facilitate solutions to ensure projects are completed on time. • Manage and prioritize personal utilization in project work to ensure that hours are being directed towards productive, billable work. • Other related duties as assigned, including dispatch work on client sites, and managing service tickets that are assigned to the project team queue, and responding in an agreed upon timeframe. • Analyzes and troubleshoots ticket logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis. • Acts as a first level technical escalation point to assist associate engineers with troubleshooting technical challenges and providing solutions, escalating further to senior engineers when necessary. • Interacts and works directly with multiple advanced engineer groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time if needed.

• Project Utilization of 70% billable hours per week, including all dispatch and project work directly involved for the client. • As requested, travel onsite to client offices to provide services supporting the project team. Days not spent travelling will be worked either onsite at the office or in the agreed upon remote location. • Provide superior service to customers and clients. • Work closely with the project team to complete the defined project objectives outlined in the project statement of work. • Collect and analyze project data to create status reports against the established project milestones and recommend future actions. • Review reports of production, malfunction, and maintenance to determine or address issues. • Assess the status of projects against the planned schedule, identify actual or potential problems, and facilitate solutions to ensure projects are completed on time. • Manage and prioritize personal utilization in project work to ensure that hours are being directed towards productive, billable work. • Other related duties as assigned, including dispatch work on client sites, and managing service tickets that are assigned to the project team queue, and responding in an agreed upon timeframe. • Analyzes and troubleshoots ticket logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis. • Acts as a first level technical escalation point to assist associate engineers with troubleshooting technical challenges and providing solutions, escalating further to senior engineers when necessary. • Interacts and works directly with multiple advanced engineer groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time if needed.

• Assess the scope of infrastructure damage, determine what can be recovered versus what must be rebuilt. • Orchestrate complex restoration sequences across hybrid and cloud environments. • Make real-time technical decisions that directly determine how quickly a business can resume operations. • Work alongside forensics teams, security analysts, legal counsel, insurance carriers, and client leadership to ensure recovery efforts don't reintroduce threats while moving as quickly as possible.

• Lead and mentor a team of 4 endpoint engineers, providing technical guidance and career development • Oversee maintenance, patching, and compliance for 600+ Windows and macOS endpoints using NinjaOne • Drive automation initiatives to reduce manual processes and minimize end-user contact time • Ensure endpoints meet compliance requirements • Develop and implement endpoint security policies and procedures • Manage vendor relationships with endpoint management and security solution providers • Respond to and troubleshoot complex endpoint issues, maintaining hands-on technical involvement • Create and maintain documentation for endpoint standards and processes • Collaborate with security and IT teams to implement endpoint protection strategies • Monitor endpoint health metrics and implement improvements to enhance reliability • Coordinate patch management cycles and ensure timely deployment across all devices • Lead incident response efforts for endpoint-related security events