• Manage the end to end intake, triage, coordination, and closure of reactive and preventative maintenance work orders • Operate within a centralized, virtual operations center environment • Serve as the primary coordination hub between the client, service vendors, and internal technical teams • Ensure work orders are actioned quickly, accurately, and in accordance with service level agreements (SLAs) • Maintain precise documentation and work order status updates throughout the lifecycle • Utilize the VOIP system and other tools to dispatch, coordinate, and follow up with service vendors • Provide proactive, frequent status updates to the client regarding work order progress • Review and validate subcontractor quotes to ensure accurate pricing according to contract terms • Execute all work orders in accordance with defined SLAs, KPIs, and priority thresholds

• Support CEO in a fast-growing, process-driven environment • Take ownership of 3–5 high-impact processes (inbox management, meeting note synthesis, calendar organization, and task tracking) • Work closely with the CEO and an EA Manager through a structured four-week onboarding program • Attend weekly partner meetings as a listener and note-taker • Clean and manage Executive’s professional Gmail inbox • Manage Executive’s Google Calendar • Manage tasks, onboarding checklists, and delegated projects in ClickUp • Record repetitive processes using Loom to build SOPs • Assistance with annual/biennial small business recertification

• Lead and manage a team of MSO Engineers, providing guidance, coaching, and performance feedback. • Design and optimize support processes and workflows to enhance efficiency, productivity, and customer satisfaction. • Establish metrics and performance indicators to measure the effectiveness and efficiency of the support process. • Drive continuous improvement initiatives by analyzing department performance reports and identifying recurring issues. • Maintain cost-effective operations and meet gross margin goals.

• Create, update, and maintain sales collateral including: Pitch decks and proposal templates, Case studies and client success stories, Sales scripts, discovery guides, and talk tracks, Service overviews and capability decks • Partner with sales leadership to translate offerings into clear, compelling, and repeatable sales materials • Continuously refine messaging and positioning based on sales feedback and customer insights • Document and streamline the sales process and sales-to-delivery handoff, making each step clear and repeatable • Identify manual, repetitive, or inefficient tasks and help build systems or workflows to reduce them • Support basic automation and process improvements across sales and marketing workflows (CRM, templates, intake forms, etc.) • Ensure sales materials and processes stay aligned as new services, offerings, or pricing models are introduced • Build and maintain a centralized, well-organized repository for all sales content and documentation • Ensure materials are easy to find, clearly labeled, and always up to date • Own version control and lifecycle management of sales assets • Create simple documentation and internal guides so sales teams know how and when to use each asset • Work closely with leadership to understand evolving priorities, offerings, and go-to-market strategies • Regularly audit sales materials and processes to ensure relevance and effectiveness • Support enablement needs as the business grows into new service lines (e.g., managed services, new delivery models) • Act as a trusted operational partner to sales leadership, enabling them to focus on revenue-generating work