• Own the architecture across a client engagement — keeping the technical decisions, the business goals, and the delivery timeline pointed in the same direction from discovery through go-live • Be the client's main point of contact for architecture and technical strategy, translating their business goals into an AWS architecture that delivers on them • Lead client security reviews, compliance, and approval and quality gates, and get the documentation shaped right so things keep moving instead of stalling • Work alongside Solution and Technical Architects, giving them the cross-system, cross-stakeholder context that keeps their designs coherent at the enterprise level • Run discovery, build the business case and ROI for modernization, and help pre-sales with estimates and executive conversations • Set up the standards, governance, and reusable playbooks that make the next engagement easier than the last — including a cleaner, repeatable way to stand up greenfield AWS accounts • Comfortable running several client engagements at once without losing the thread on any of them • Look after the health of the client relationship, spotting risks early and being the one accountable person the client can always go to

• Lead two distinct operating functions: the Enterprise Applications support team through direct management of a team of application support professionals, and the IT Help Desk through its supervisor and frontline support staff • Serve as the operational leader for the IT Service Delivery and Enterprise Applications support functions, translating established priorities into defined workstreams, accountable owners, measurable outcomes, and a repeatable execution cadence • Manage, coach, and develop the Help Desk supervisor, Help Desk staff, and Enterprise Applications support personnel, including performance expectations, career development, succession coverage, cross-training, access readiness, and runbook ownership • Own end-to-end service performance across assigned support functions, including employee experience, queue health, ticket assignment, aging and idle work, meaningful first touch, SLA performance, customer communication, follow-through, and resolution quality • Establish and lead a consistent operating cadence for reviewing stale work, delay causes, escalations, recurring demand, service risks, blockers, owners, target dates, and continuous improvement actions • Partner with Systems Operations, Endpoint Engineering, Identity, Security, application delivery teams, and business owners to define support boundaries, escalation criteria, and effective L1/L2/L3 handoffs; Systems Operations and infrastructure engineering remain under the Director of IT Operations • Drive shift-left opportunities by expanding Help Desk and Enterprise Applications support capability through training, appropriate permissions, knowledge articles, runbooks, and repeatable troubleshooting procedures • Use service data, customer feedback, escalation patterns, and recurring issues to identify demand-reduction opportunities, application support trends, and prioritized process improvements • Lead frontline support for business-critical enterprise applications while partnering with application owners and delivery teams that retain product, platform, development, and architectural accountability; coordinate incidents, permissions, defects, enhancements, releases, and user-impacting changes • Coordinate Help Desk and Enterprise Applications responsibilities within employee onboarding, role changes, and offboarding, partnering with Endpoint, Identity, HR, Systems Operations, and other owners on readiness, access, asset recovery, and related evidence requirements • Develop and maintain decision-ready KPI and SLA definitions, operational dashboards, exception reporting, and leadership updates that explain performance, aging, delays, escalation patterns, workload, employee impact, service risks, and required management actions • Use Jira Service Management and Confluence as core operating tools for support queues, service workflows, escalation visibility, reporting, knowledge management, and continuous improvement • Develop and execute service automation initiatives aligned with the IT Operations roadmap, using Jira Service Management, workflow automation, self-service, and AI-assisted capabilities to reduce manual work, improve routing and follow-through, increase frontline resolution, and improve employee experience • Lead multi-function projects, service improvement initiatives, and significant employee-support or Enterprise Applications incidents, providing concise status, business impact, risk, dependency, and decision updates to IT leadership and stakeholders • Manage relevant vendor relationships, support performance, licensing needs, renewals, escalations, product-roadmap inputs, and operational handoffs for assigned platforms and services • Provide management-level escalation support for high-impact employee, application, and service issues as required • Perform other related duties as assigned.

Role Description We are looking for a hands-on IT Project Specialist to own the administration and execution of technology infrastructure and IT related projects. This is a doing role, not a coordinating role: you will configure systems, migrate platforms, provision users, and manage a backlog of active IT projects end to end. - Administer and maintain Microsoft 365 tenants across portfolio companies, including user and group management, license assignments, SharePoint permissions, and cross-tenant configuration - Manage identity and access using Microsoft Entra ID, including SSO setup, conditional access policies, dynamic group rules, and employee segmentation - Evaluate and lead migration for MDM solution, including device enrollment, policy configuration, and cutover - Build and maintain automated onboarding and offboarding workflows across tools including Microsoft 365, Slack, 1Password, Asana, and others - Administer a broad tool stack (20+ applications), including admin account consolidation, technology evaluation, license tracking, and vendor coordination - Execute and track an active IT project backlog, providing regular status updates to leadership - Manage domain transitions, email alias switchovers, and login updates across platforms - Conduct tool audits and maintain an accurate license and contract inventory Qualifications - Hands-on experience administering Microsoft 365 at the tenant level -- user management, groups, licensing, SharePoint, Exchange Online - Working knowledge of Microsoft Entra ID (Azure AD) including SSO, conditional access, identity lifecycle management - Experience with MDM platforms (Intune, JumpCloud, or similar) and device management workflows - Demonstrated ability to own IT projects end to end, not just support or coordinate them - Experience with automated employee onboarding/offboarding across a multi-tool environment - Strong organizational skills -- you can manage a backlog of 10+ concurrent workstreams without dropping things - Clear written and verbal communication in English; ability to update non-technical stakeholders on progress and blockers Requirements - Experience with Salesforce administration or integrations - Familiarity with automation tools (Power Automate, Zapier, N8N, or similar) - Microsoft 365 or Entra ID certifications - Experience supporting a multi-entity or multi-brand company Benefits - Payment in USD (Contractor Agreement) - Flexible schedule

• Serve as the first point of contact for all employee technology tickets (hardware, software, account access, etc…) • Troubleshoot and resolve routine issues independently & escalate complex issues where needed • Maintain a running internal knowledge base of common issues and fixes • Order and track company devices and maintain an inventory log • Coordinate new-hire hardware delivery and run day-one onboarding sessions for software installation and access • Install and administer remote monitoring/support software on all company devices. • Provision new employees according to their specific role • Fully and promptly deprovision departing employees’ accounts, licenses, and device access • Maintain audit cadence for license usage across the tech stack to flag unused seats, duplicate tools, or over provisioned licenses • Recommend consolidations and cost savings • Assist the technology team with system upgrades, rollouts, and projects as needed • Maintain technology documentation and internal support resources • Research and suggest solutions for organizational technology needs