• Lead the Service Desk and Infrastructure Engineering teams, ensuring consistent ticket lifecycle management from intake through resolution and post-incident review. • Monitor and improve operational metrics including SLA performance, MTTR, ticket volume trends, escalation rates, patch compliance, backup success, and infrastructure uptime. • Maintain clear escalation paths and ensure appropriate ticket categorization, prioritization, and assignment across support tiers. • Drive the development and enforcement of secure baseline configurations for Windows 11, Windows Server, macOS, Microsoft 365, Azure, and endpoint devices. • Oversee patching, backup, disaster recovery, and environment lifecycle management, ensuring accurate tracking and remediation of failures or exceptions. • Implement and refine ITIL-aligned processes including Incident, Problem, Change, and Knowledge Management frameworks. • Coordinate with peer teams in SOC, Compliance, PMO, and Customer Success to align operational practices with security, regulatory, and customer-facing objectives. • Participate in change management activities, including risk scoring, approval workflows, rollback planning, and impact communication. • Conduct post-incident reviews and root cause analyses, ensuring remediation activities are documented, tracked, and executed. • Maintain operational documentation, SOPs, runbooks, asset inventories, and knowledge base articles to standardize and streamline support. • Manage performance expectations for individual contributors through metrics, coaching, and feedback loops driven by data and SLA adherence. • Identify automation opportunities and drive continual service improvement initiatives that reduce recurring incidents and increase operational efficiency. • Provide regular reports and operational insights to leadership, translating complex technical metrics into clear business narratives.

• Serve as the founder's operational right hand • Ensure that everything we do is well documented, properly tracked, and accurately measured • Update and maintain the client database in Airtable • Document ongoing engagements in ClickUp: deliverables, deadlines, owners, statuses • Compile and analyze hours worked per engagement to evaluate client profitability • Prepare simple dashboards to track agency goals (revenue, utilization rate, profitability) • Write and update internal procedures (SOPs) for recurring tasks • Prepare reports and client follow-ups; contribute to improving existing tools

• Monitor our PV systems using the existing internal control system • Detect and resolve faults or deviations in system operation • Develop and implement initiatives to improve the economic performance of the systems • Support simple maintenance tasks and coordinate service work • Further develop data analysis and evaluate system performance

• Responsible for assuring the financial viability, overall service, and quality and performance of provider networks. • Oversees the development and implementation of provider contracting strategies and provider contracting negotiations and ensures the terms of the contracts are fulfilled. • Leads provider contracting and servicing activities for business expansion. • Develops and implements strategies to strengthen and/or develop new physician, hospital, and other provider relations. • Defines provider network expansion requirements in new and existing geographic service areas, and for new lines of business. • Approves and monitors special requests, retroactive adjustments, reimbursement, and contract exceptions. • Modifies networks, their composition, contracts, reimbursements, credentialing standards and utilization trends as needed to assure goals are met. • Collaborates with physicians and other organizations to develop and pursue mutually beneficial business opportunities to meet community needs for health care services. • Maintains access to a high quality geographically desirable cost-effective network of specialists, hospitals, and ancillary providers to meet the needs of members served. • Directs the implementation of new health plan contracts/product lines which respect to the Provider Network Management responsibilities. • Directs rate analysis, scope assessment, and geographic coverage assessment prior to extending agreements to providers recruited to satisfy network needs. • Oversees all primary IPA, Medical Group and Hospital market research to gain qualitative and quantitative data to bring definition to market strategies. • Oversees initiatives to engage with local or regional Accountable Care Organizations (ACOs). • Monitors industry changes, trends, and events to proactively identify opportunities to increase market penetration and performance improvement. • Oversees recruitment of providers for new networks; optimizes size and composition of existing networks, and other projects necessary to meet business performance and growth goals. • Ensures network providers meet quality, cost, and coverage standards, and comply with applicable laws, regulations, and accreditation requirements. • Develops and manages team and corresponding budget as needed to assure success. • Provides strategic direction to lead network development to enable continued growth, profitability, and industry leadership. • Assists with provider relations activities as needed. • Collaborates with internal teams including medical management, operations, and risk adjustment to align the network strategy with clinical and financial objectives. • Update and interface with senior leadership team as appropriate on initiatives. • Ensure network providers meet quality, cost, and coverage standards, and comply with applicable laws, regulations, and accreditation requirements. • Oversees the determination and implementation of any health plan or regulatory corrective action plans related to provider network activities.