Harbor IT Benefits Overview

Own end-to-end UCaaS, cloud voice, contact center, and carrier migration projects from agreement through support handoff. Lead client communications, technical discovery, project planning, cutovers, risk and budget management, vendor coordination, documentation, training, and closeout. Translate voice, network, firewall, QoS, E911, and compliance requirements into actionable plans. Direct cross-functional resources without direct authority, manage scope and change orders, support presales, and improve project management processes. The role is hybrid in Framingham, Massachusetts, with limited travel and occasional after-hours or weekend cutover work.

Leads the mid-market service delivery POD, managing technical and service delivery staff, SLAs, ticket queues, projects, PMO standards, PSA data integrity, utilization, delivery margins, client escalations, renewals, and service improvement. Builds SOPs and operational playbooks, oversees project budgets and resources, reports performance metrics, supports client relationships, and partners on retention and expansion. The role establishes a new POD and is accountable for service quality, project delivery, financial accuracy, team performance, and client outcomes.

Provides Level 2/3 internal IT support across Windows, Linux, and macOS environments. Responsibilities include endpoint configuration, Entra Domain Join, Intune management, profile and device migrations, remote troubleshooting, RMM administration, patching, security compliance, Microsoft 365 and Azure support, documentation, and migration tooling. The role supports integrations following company acquisitions and requires strong remote service delivery, scripting, and endpoint security skills.