• Deliver advanced Tier 1 helpdesk support, including serving as backup and escalation support for Help Desk Technician I staff • Resolve intermediate troubleshooting issues for local and remote employees in a timely and effective manner • Maintain accurate documentation of issues, resolutions, and user requests within the IT ticketing system in accordance with established SLAs • Communicate issue status, resolution progress, and expected timelines to customers • Create and update helpdesk documentation, including technical how-to guides and troubleshooting resources • Ensure documentation reflects current systems, processes, and support standards • Support administration activities or act as a subject matter resource for assigned minor IT systems • Assist senior IT staff and Systems Administration teams with software rollouts, maintenance activities, and technical fixes as needed • Support IT hardware inventory tracking, availability, and lifecycle management • Assist with equipment setup, shipping, collection, repurposing, and disposal for employee onboarding and offboarding • Support maintenance, troubleshooting, and limited procurement of audio/visual equipment used in conference and meeting rooms • Assist the IT Hardware Team with internal office moves and buildouts as required • Collaborate with IT team members to improve service delivery, processes, and user experience.

• Lead dynamic project assignments from initial assessment through to completion, by leveraging and coordinating the expertise of diverse disciplines. • Craft comprehensive project plans, schedules, and budgets; engage in negotiations with functional managers to secure the right resources and build a team dedicated to achieving project success. • Prioritize tasks to ensure productivity, quality, and customer service goals are consistently met. • Collaborate with business stakeholders to clarify requirements, ensuring alignment and understanding as needed. • Monitor and track project progress, providing key stakeholders with regular updates to the team to keep them informed of milestones and achievements. • Innovatively address and remove obstacles to enhance team productivity and ensure smooth project execution.

• Develop and execute functions within Flock’s Adversary Pursuit program. • Help architect and execute threat hunts, technical cybersecurity exercises, and tactical threat intelligence collection. • Work closely with Offensive Security team to ensure high efficacy in threat detection. • Assist with improvements to the Security Operations team's response capabilities. • Develop new methods to search and detect threats across a high-value public-private safety network. • Define and execute hunts, determining and prioritizing visibility and detection gaps. • Assist with response operations across thousands of deployed hardware devices and cloud infrastructure. • Creation of technical exercises against Flock’s full technology stack to increase preparedness and readiness. • Measure success by development and execution of threat hunt capabilities and improved readiness to respond.

• The IT Service Delivery Manager is responsible for leading the delivery, support, and continuous improvement of IT service • Build and maintain strong relationships with business and operations leaders to ensure IT services align with organizational priorities and user needs • Lead day-to-day IT service delivery to ensure services are delivered effectively and in alignment with established SLAs and operational objectives • Own the end-to-end escalation management process, ensuring timely coordination, communication, and resolution of complex IT issues • Monitor and report on service delivery performance, including KPIs, SLAs, customer satisfaction, backlog trends, and operational health • Lead continuous improvement initiatives focused on operational efficiency, automation, service quality, and user experience • Ensure successful transition of projects and new technologies into production support