• Support the daily operations of the service desk and project delivery teams. • Coordinate technician schedules, escalate tickets, and follow up on service requests. • Manage documentation, SLAs, reports, and customer records across internal systems. • Handle client communications, updates, and service feedback. • Assist with procurement, license tracking, and supplier management where required. • Maintain CRM, PSA, and ITSM systems (e.g. Autotask, ConnectWise, HaloPSA, or similar). • Provide ad-hoc executive and admin support to management and technical teams. • Identify opportunities to improve operational workflows and contribute to internal efficiency.

• Provide executive-level administrative support, including inbox and calendar management. • Coordinate internal and external communications, ensuring smooth day-to-day operations. • Assist in marketing tasks such as social media scheduling, content editing, and campaign tracking. • Support recruitment processes, including CV screening, interview scheduling, and candidate communication. • Prepare reports, presentations, and basic performance dashboards. • Manage and maintain documentation, records, and digital filing systems. • Liaise with clients, suppliers, and internal stakeholders to keep projects moving forward. • Take ownership of ad-hoc tasks and bring order to chaos with calm efficiency.

• Drive client growth through operational optimization and new growth initiatives • Drive operational metrics (process throughput, defect rate, etc.) • Develop and standardize internal processes, reporting, training and documentation as we scale our customer base by 5-10x over the coming 12 months • Ensure the efficient and timely execution of all essential aspects of internal operations projects. • Engage in cross-functional collaboration with key internal stakeholders, including our Product, Engineering, Billing, Launcher, Account Management, and other Operations teams. • Contribute to the design and implementation of systems and processes that facilitate scalability and efficiency. • Breakdown complex, challenging business problems • Own execution and outcomes • Understand the business in-and-out to be proactive about solving emerging problems • Act as the primary point of contact for our largest and most complex accounts representing $1.2 - $1.5M in annual recurring revenue • Effectively manage client relationships, ensuring satisfaction and maximizing retention • Help junior members of the team manage their relationships by acting as an escalation point for their clients as needed • 10-20% travel required

• Provide Tier 1/2 support for data center systems and services. • Monitor performance/alerts; triage and remediate issues. • Perform routine maintenance, patching, firmware updates, backups, and health checks. • Handle racking/stacking, cabling, and hardware replacements. • Respond to incidents/outages; escalate and document RCAs. • Maintain runbooks, SOPs, and accurate tickets.