Teams at Net at Work

Leads complex Sage Intacct ERP implementations from discovery through go-live and support transition. Responsibilities include requirements gathering, process analysis, solution design, configuration, testing, training, change management, risk and scope management, stakeholder engagement, and technical coordination. The role also supports presales scoping, client expansion opportunities, consultant mentoring, and continuous improvement of implementation methodologies.

Implements and supports client desktop, server, networking, security, backup, and cloud technologies in an MSP environment. Provides second-level service desk escalation, remote troubleshooting, onsite support, project engineering, documentation, ticket management, status reporting, and client communication. The role owns resolution time, customer satisfaction, utilization, and SLA metrics while maintaining certifications and adapting to new platforms.

Leads a 24x7 managed IT services practice across Service Desk, NOC, SOC, field services, and project delivery. Oversees service quality, operational metrics, escalations, capacity, utilization, financial drivers, and continuous improvement. Builds and develops high-performing teams, manages client health and executive escalations, supports retention and growth, and partners across Sales, PMO, Client Experience, and other practices to deliver consistent client outcomes.