Teams at Harbor IT

Lead client cybersecurity incidents from triage through containment and reporting. Serve as incident commander, coordinate SOC and technical teams, communicate with executives and external counsel or DFIR firms, and determine escalation boundaries. Build incident response playbooks, severity models, escalation processes, client reports, and tabletop exercises. Mentor analysts and improve detection practices. The role requires hands-on investigation across cloud, identity, endpoint, server, and network environments, plus on-call availability.

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.

The Invoicing Specialist manages recurring, service ticket, sales order, project, and credit memo invoicing. Responsibilities include maintaining billing agreements, processing fixed-fee and time-and-materials invoices, synchronizing ConnectWise with NetSuite, resolving discrepancies, supporting customer billing inquiries, maintaining credit memo records, and assisting with month-end close, deferred revenue, controls, and process improvements.