Role Description We are currently looking for a LEVEL 3 – MSP Relationship and Project Lead. This is a Systems Administrator and Client Relationship Lead position at a 30-year-old IT Managed Services Provider. The person in this role will own both the technical infrastructure and the client experience for a portfolio of customer accounts, many of whom are technologically sophisticated, cutting-edge software startups and security-conscious VC firms. In Teamswell, every team member has an instrumental role and impact on the success of our business and our client’s success. We seek highly motivated individuals who thrive in a fast-paced work environment, who are intelligent, eager to work hard, reliable, and able to communicate effectively with all levels of an organization. The LEVEL 3 – MSP Relationship and Project Lead will possess the skills and experience required, along with a positive attitude and the ability to solve complex problems in a rapidly changing environment. Core Responsibilities - Own the deployment, configuration, and lifecycle management of our security tool stack (SentinelOne, Okta, Entra ID, Cynomi, KnowBe4, etc.) across client environments. - Provide Tier 2 and Tier 3 support for escalated issues across Mac workstations, networks, Google Workspace, and SaaS platforms. - Troubleshoot and resolve incidents independently with clear, client-readable documentation. - Lead technical projects: migrations, security tool rollouts, network upgrades, compliance implementations. - Develop process automation to reduce repetitive manual work (not infrastructure-as-code; think workflow efficiency). - Own recurring technical issues and implement long-term root-cause fixes. - Support monitoring, patching (including CVE remediation alerting), and incident response workflows. - Evaluate new platforms to determine their suitability as part of our tool stack. - Perform system updates, backups, and security audits. - Serve as the primary technical point of contact for assigned client accounts. You own the relationship, not just the ticket queue. - Translate complex technical concepts into clear, confident language for non-technical stakeholders (startup founders, ops managers, office managers). - Lead client-facing project presentations: scoping, status updates, and post-implementation reviews. - Collaborate with Tier 1 and Tier 2 team members to share knowledge and elevate the team’s client communication standards. - Bridge the gap between subject matter experts and end-users – ensure that SOPs, documentation, and client-facing instructions are user-friendly and accessible. - Identify opportunities to improve service delivery and proactively communicate them to clients and internal leadership. - Contribute to and improve knowledge base documentation with a client-readability lens. Qualifications - 10+ years of experience in IT support, systems administration, and security project implementation. - Strong Mac/macOS support experience. Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days. - Experience administering Google Workspace environments for distributed/remote teams. - Strong cybersecurity literacy: hands-on experience with zero-trust SaaS security platforms (SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent). - Solid networking fundamentals (VPNs, firewalls, routing), ideally supporting Cisco Meraki environments. - Experience with endpoint management / MDM tools (Jamf, Intune, or similar). - Demonstrated experience leading SaaS security implementation projects end-to-end: from scoping and proposal through deployment and client sign-off. - Demonstrated experience as the primary point of contact for client accounts – not just an escalation resource, but the person the client calls first. - Proven ability to explain technical issues to non-technical audiences in plain language and leave them feeling confident, not overwhelmed. - Experience leading or co-leading client meetings, project kickoffs, and status reviews. - High customer satisfaction scores or equivalent evidence of strong client relationships (references, testimonials, NPS). - Comfort with ambiguity: startup clients often don’t know what they need, and you help them figure it out. - Ownership mindset – if it’s your account, it’s your problem until it’s solved. - Ability to work independently with minimal supervision across multiple time zones. - Continuous improvement orientation: you don’t just fix the ticket, you fix the system that created the ticket. - Strong written communication – client-facing emails and documentation should be clear, professional, and warm.

Role Description We are currently looking for a LEVEL 2 – IT SUPPORT SPECIALIST & CLIENT SUPPORT role with a strong emphasis on client communication. The person in this role handles the majority of day-to-day support interactions with startup teams – they’re the voice clients hear most often. Technical chops matter, but so does the ability to make a stressed-out employee feel cared for. In Teamswell, every team member has an instrumental role and impact on the success of our business and our client’s success. We seek highly motivated individuals who thrive in a fast-paced work environment, who are intelligent, eager to work hard, reliable, and able to communicate effectively with all levels of an organization. Our LEVEL 2 – IT SUPPORT SPECIALIST & CLIENT SUPPORT will possess the skills and experience required, along with a positive attitude and the ability to solve complex problems in a rapidly changing environment. We value people who are good communicators, quick learners, and scrappy about finding creative solutions to problems, while being conscious of their work quality. We expect all our team members to deliver excellence in both technical expertise and their everyday relationships with their team. Qualifications - 6+ years of IT support experience, with substantial time at an IT Managed Service Provider (MSP). - Strong Mac/macOS support experience. Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days. - Experience administering Google Workspace or Microsoft 365 for remote/hybrid workforces. - Experience with endpoint management / MDM tools (Jamf, Intune, or similar). - Strong cybersecurity literacy: familiarity with zero-trust SaaS security platforms (SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent). - Solid networking fundamentals (VPNs, firewalls, routing), ideally supporting Cisco Meraki environments. - Strong troubleshooting methodology with clear documentation habits. - Demonstrated ability to explain technical issues to non-technical people in plain, reassuring language. - Experience in a client-facing support role where customer satisfaction was measured and you scored well (NPS, CSAT, or equivalent). - Comfort supporting end-users who may be frustrated, stressed, or unfamiliar with technology – patience and empathy are non-negotiable. - Clear, professional written communication – your ticket notes and emails should read like they were written by someone who cares. Requirements - Provide Tier 2 support for escalated issues across Mac workstations, networks, Google Workspace, and SaaS platforms. - Troubleshoot and resolve incidents independently with clear, client-readable documentation. - Collaborate with Tier 1 and Tier 3 teams to resolve issues and share knowledge. - Support client onboarding workflows: device enrollment, MDM configuration, account provisioning, Laptop Logistics coordination. - Support monitoring, patching, and alert response workflows (including user-facing CVE remediation notifications). - Participate in backup testing and maintenance routines. - Contribute to SOP and knowledge base documentation improvements. - Be the front line of client interaction – every support touchpoint is a moment that shapes how clients feel about Ignition. - Communicate clearly and warmly with non-technical end-users (startup employees, ops teams, office managers) via chat, email, video, and phone. - Set expectations proactively: if a fix will take time, tell the client what’s happening and when they’ll hear back. No silent gaps. - Escalate when appropriate, but own the communication – the client should never feel like they’ve been passed off without context. - Write ticket notes and follow-ups that a non-technical reader could understand. Company Description

• Provide fundraising pipeline management and detailed event support • Provide revenue support for fundraisers • Review and recommend processes and suggest improvements • Contribute to the department budget and track expenditures • Serve as a project manager for small to medium-sized projects • Prepare communications concerning business operations

• Provided excellent customer support by phone, email, keeping responses within internal SLA targets. • Troubleshot and attempted to reproduce customer issues using product UIs and basic diagnostic tools. • Escalated technically complex cases to the Technical Lead with clear reproduction steps and required logs. • Filed and tracked Jira cases for Engineering when appropriate and followed up on escalation progress. • Assisted with acceptance testing for new features and supplied feedback from real customers. • Maintained accurate, single-source case notes and updated knowledge base articles or runbooks for routine fixes. • Covered PagerDuty Tiered shifts by participating in on-call rotations per team schedule. • Collaborated with teammates in Slack support channels to coordinate coverage and share troubleshooting tips.