Base8

Job Title: Collection Specialist US Accounting, Accounts Receivable & Basic Finance Location: Hyderabad (Hybrid)- Preferred candidate from Hyderabad or South Region Department: Finance & Accounting Shift: PST (Night Shift) Employment Type: Full-Time Who We Are: Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner. Who You Are: This position will be Hybrid, but you will be working closely with the teams in the United States and Canada through video chat, instant messaging, e-mail, phone, and our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes attention to detail, following the processes in place, and being able to adapt to various situations. Job Summary: We are seeking a detail-oriented and proactive Collection Specialist working with US Accounting, AR & Basic Finance to manage accounts receivable and support basic finance operations. This is a Junior role , the ideal candidate will be responsible for ensuring timely collection of payments, maintaining accurate financial records, and supporting day-to-day finance functions. Key Responsibilities: Accounts Receivable & Collections: Monitor customer accounts to identify overdue balances. Initiate and maintain communication with clients regarding outstanding invoices. Send payment reminders, follow-up emails, and make collection calls. Resolve billing discrepancies and disputes in coordination with the sales or operations team. Process customer payments and update the accounting system accordingly. Maintain accurate and up-to-date records of collection activities. Basic Finance Support: Assist with account reconciliations and financial reporting. Record and post journal entries related to AR and collections. Support the month-end and year-end closing process. Assist in generating aging reports and cash flow forecasts. Maintain compliance with internal controls and accounting policies. Requirements: Bachelor's degree in finance, Accounting, Business Administration, or a related field. 3-5 years of experience in collections, accounts receivable, or general accounting. Strong knowledge of AR processes, US Accounting and basic finance principles. Proficient in Microsoft Excel and accounting software mainly QuickBooks. Excellent communication, negotiation, and problem-solving skills. High attention to detail and ability to work independently. Preferred Qualifications: Experience with ERP systems. Familiarity with invoicing and credit control practices. Knowledge of financial regulations and compliance requirements.

Job Title: Senior Analyst, Strategic Markets (Research + RevOps) in IT industry Location: Hyderabad (Hybrid), Preferred candidate must be from Hyderabad or from South Region Can Relocate. Job Type: Full-time Who We Are: Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner. Who You Are: This position will be Hybrid, but you will be working closely with the teams in the United States and Canada through video chat, instant messaging, e-mail, phone, and our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes attention to detail, following the processes in place, and being able to adapt to various situations. Overview: Led market intelligence and sales operations efforts at the intersection of strategic research and GTM execution. Built scalable systems to identify licensees, source decision-maker data, and drive early outreach in emerging markets. Accelerate revenue and partner engagement . Identified and tracked license applicants / awardees in emerging markets to enable early sales outreach and competitive advantage. Sourced and verified decision-maker contact data (email/phone) via public records, databases, social media, etc. Created dashboards and ad hoc reports to monitor licensee pipeline, outreach status, and market performance. Developed repeatable research systems and maintained accuracy and transparency in Salesforce. Guided lead segmentation, GTM timing, and market prioritization through close collaboration with sales, partnerships, and RevOps. Connecting leads consultants, lawyers, and other key players to accelerate partner deal flow. Surfaced zoning approvals and regulatory shifts ahead of competitors to inform outreach strategy. Consolidated fragmented datasets into centralized frameworks to improve reporting, visibility, and sales team enablement. Role Vision for Base8: 4 Core Pillars This role would blend strategic execution, data intelligence, and operational integration. Below is a working model of the 4 pillars I see defining success: Market Intelligence (Research & Data Sourcing) Strategic Ops (System Design + GTM Planning) Revenue Enablement (Guiding Sales & Marketing via Data) Partner Strategy & Ecosystem Alignment (Maximize partner value) Market Intelligence & Data Sourcing Surface key emerging market opportunities: licensees and market players Identify decision-makers, contact info, timelines, and approval stages Track local approvals, business openings, and licensing shifts Connect ecosystem dots (whos working with which consultants/lawyers) Key Outcome: Be first to uncover who matters and when, before competitors. Strategic Operations & Infrastructure Audit existing systems (HubSpot) and assess data quality/completeness Design and oversee scalable data tracking frameworks across markets and implement processes that research assistants and internal teams can execute Integrate cross-company data across partners into one centralized source of truth Key Outcome: Create the operational backbone for data-driven strategy. Revenue Enablement & GTM Strategy Provide sales and marketing teams with timely, accurate, and actionable lead intelligence, including segmentation logic and targeting guidance Prioritize leads based on license status, stage, etc. Advise on when to reach out and which team is the best fit Use insights to help partners win new business more efficiently Key Outcome: Convert intelligence into deal-flow acceleration. Partner Strategy & Ecosystem Alignment Act as connective tissue across partner companies to align objectives, share insights, and increase partner ROI. Identify gaps/opportunities in partner coverage by vertical or market Tailor data delivery and reporting to partner objectives and business models Align insights with shared KPIs across entities Key Outcome: Maximize partner value and reduce friction through customized data alignment. Qualifications: Education & Experience: Bachelor's/ Master's degree in business, Economics, Finance, Marketing, Data Analytics, or related field. MBA or master's is a plus. 4-6 years of experience in a strategic role such as market research, business intelligence, revenue operations, or corporate strategy within the IT/SaaS industry specifically with US Market. Proven experience supporting GTM (Go-To-Market) strategy, sales/revenue forecasting, or pricing analysis.

Position: Service Desk Manager (Worked with US Process/ International Process) Shift: Night shift (PST) Job Location: Hyderabad Hybrid, Preferred candidate based at Hyderabad or South Region Who We Are: Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner. Who You Are: This position will be Hybrid, but you will be working closely with the teams in the United States and Canada through video chat, instant messaging, e-mail, phone, and our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes attention to detail, following the processes in place, and being able to adapt to various situations. The Service Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Service Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support are provided to customers at agreed levels. Roles and Responsibilities: Manage service desk team members and their overall daily activities. Manage the dispatch process of service requests to ensure full utilization of resources. Manage the dispatch process of field technicians to ensure full utilization of resources. Improve usage of Support resources and increase the productivity of the team. Communicate with all parties in a constructive manner to guarantee customer expectations are met. Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary. Perform customer follow-up to verify final resolution and determine satisfaction level. Interface with appropriate technical personnel for customer problems that cannot be resolved effectively. Provide accurate reports and metrics to company management on the status of delivering Service Level Agreements across all clients. Understand overall service desk objectives, as well as the role and function of each team member. Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests. Assist the service desk team in design and development tasks. Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production. Additional Duties and Responsibilities: Identify areas for improvement and make constructive suggestions for change. Continually seek opportunities to increase customer satisfaction and deepen customer relationships. Escalate service desk issues to the CTO as required. Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions. Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc. Maintain specific knowledge of the customer and how our service relates to their business strategy and goals. Develop in-depth knowledge of the service catalog and how it relates to customers needs. Conduct performance evaluations and mentor those with less experience. Develop training programs to develop and refine the skills of the service desk team. Facilitate regular service desk team meetings and service board reviews. Document internal processes and procedures related to duties and responsibilities. Enter all work as activities, service tickets, or project tickets in Connect Wise. Review relevant publications and online materials to remain up to date with current and future trends emerging in the industry. Knowledge, Skills, abilities required: 10+ years of experience of IT/MSP experience, with ticketing system Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Sonic Wall CSSA, Connect Wise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP Knowledge and experience in cross-functional management methods and techniques Knowledge of industry applications, processes, software, and equipment Strong organizational, presentation, and customer service skills Skills in strategic planning with an ability to think ahead and make long-term plans. Strong leadership skills and getting results with a strong customer orientation. Understanding of support tools, techniques, and how technology is used to provide services. Excellent communication skills in English, both written and oral worked with US/UK/Australian based company.

Job Title: Operations Manager Location: Hyderabad (Hybrid), Preferred candidate must be from Hyderabad/ south region Job Type: Full-Time Industry: IT Services and Consulting (Must have worked with US Based or International clients) Shift : PST (Night Shift) Who We Are: Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner. Who You Are: This position will be Hybrid, but you will be working closely with the teams in the United States and Canada through video chat, instant messaging, e-mail, phone, and our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes attention to detail, following the processes in place, and being able to adapt to various situations. Job Summary: We are seeking an experienced and strategic Operations Manager to oversee and optimize our IT operations for United States. In this role, you will be responsible for leading cross-functional teams, streamlining workflows, and ensuring the delivery of high-quality IT services that align with business objectives. The ideal candidate will have a strong background in IT infrastructure, HR Management, Vendor Management, Team Management, systems management, and operational leadership, with the ability to drive continuous improvement, ensure compliance, and support organizational growth. Operational Strategy & Execution Develop and implement operational strategies aligned with the company's goals. Monitor KPIs and performance metrics to ensure operational excellence. Drive continuous improvement through process optimization and automation. Oversee the end-to-end US payroll process, ensuring accurate and timely payments to employees and contractors. Ensure compliance with federal, state, and local payroll regulations (e.g., FLSA, IRS, DOL). Maintain and update payroll systems and employee records. Team & Resource Management Oversee IT teams, including system administrators, support engineers, DevOps, or project managers. Allocate resources efficiently to meet project deadlines and SLAs. Foster a culture of collaboration, performance, and accountability. Project Management Support Collaborate with project managers to ensure projects are delivered on time, within scope and budget. Address operational risks and resolve project bottlenecks. Align cross-functional team activities with broader business initiatives. Budgeting & Cost Control Prepare and manage operational budgets. Monitor expenses and identify opportunities for cost reduction without compromising quality. Negotiate with vendors and service providers. Process Improvement & Compliance Evaluate and streamline IT processes using frameworks like ITIL, Six Sigma, or Agile. Ensure compliance with relevant laws (HIPAA, GDPR, SOX), internal policies, and cybersecurity standards. Conduct audits and risk assessments. Vendor & Stakeholder Coordination Manage relationships with third-party IT service providers, software vendors, and consultants. Act as a liaison between technical teams and business units. Ensure service level agreements (SLAs) are met or exceeded. Technology & Infrastructure Oversight Support infrastructure management, including networks, servers, cloud services, and data centers. Collaborate on IT upgrades, migrations, and incident response planning. Oversee asset management and procurement. Reporting & Communication Report performance metrics and operational health to senior leadership. Present operational updates, plans, and roadmaps. Communicate effectively across teams and departments. Research & Data Analysis Conduct market research on compensation trends, labor laws, and hiring strategies. Analyze payroll data to identify trends, risks, and cost-saving opportunities. Provide data-driven insights to optimize workforce planning and budget forecasting. Monitor changes in employment legislation that may impact payroll or hiring. Required Qualifications: Bachelor's degree in computer science, Information Technology, or related field (master's degree preferred). 10+ years of experience in US operations in IT industry, with at least 5 years in managerial or leadership roles. Strong understanding of US payroll systems, labor laws, and tax regulations. Strong communication and stakeholder management. Strong knowledge of IT infrastructure, networking, cloud computing (AWS/Azure), and enterprise systems. Must have worked with US Based or International Clients Experience with ITSM tools and frameworks (e.g., ITIL). Excellent problem-solving, analytical, and decision-making skills. Strong communication and interpersonal skills.

Job Title: Service Desk Engineer Tier 3 Location: Hyderabad (Hybrid), Preferred candidate must be from Hyderabad Type: Full-Time Industry: IT Services and Consulting. Who We Are: Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner. Who You Are: This position will be Hybrid, but you will be working closely with the teams in the United States and Canada through video chat, instant messaging, e-mail, phone, and our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes attention to detail, following the processes in place, and being able to adapt to various situations. Roles and Responsibilities: Function as the customers single point-of-contact for problem identification and resolution for issues that have been escalated by the team Manage the dispatch process of service requests to ensure full utilization of resources. Manage the dispatch process of field technicians to ensure full utilization of resources. Improve usage of Support resources and increase the productivity of the team Communicate with all parties in a constructive manner to guarantee customer expectations are met Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary Perform customer follow-up to verify the final resolution and determine satisfaction level. Interface with appropriate technical personnel for customer problems that cannot be resolved effectively Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements Understand overall service desk objectives, as well as the role and function of each team member Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests Assist the service desk team in design and development tasks Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production. Additional Duties and Responsibilities: Identify areas for improvement and make constructive suggestions for change. Continually seek opportunities to increase customer satisfaction and deepen customer relationships. Escalate service desk issues to the CTO as required. Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions. Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc. Maintain specific knowledge of the customer and how our service relates to their business strategy and goals. Develop in-depth knowledge of the service catalog and how it relates to customers needs. Conduct performance evaluations and mentor those with less experience. Develop training programs to develop and refine the skills of the service desk team. Facilitate regular service desk team meetings and service board reviews. Document internal processes and procedures related to duties and responsibilities. Enter all work as activities, service tickets, or project tickets in ConnectWise. Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry. Knowledge, Skills, abilities required: 10+ years of experience of IT/MSP experience, with a ticketing system Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP Knowledge and experience in cross-functional management methods and techniques Knowledge of industry applications, processes, software, and equipment Strong organizational, presentation, and customer service skills Skills in strategic planning with an ability to think ahead and make long-term plans Strong leadership skills and getting results with a strong customer orientation Understanding of support tools, techniques, and how technology is used to provide services Installation, Configuring, and Troubleshooting of MS Windows Server 2003, 2008, 2008 R2, 2012, and 2012 R2. Experience with AWS/Azure public cloud services Understanding of Microsoft Identity and Access Management products such as Azure AD, ADFS, Azure AD Connect Experience in IT Infrastructure Support management in the Production Environment. Proficient in Implementing, Configuring, and Administering Windows standalone\Cluster\NLB servers Migration of Windows 2008/2012/2016 domains. Plan a rollback in case of failure in migration Managing Firmware/software updates on Production Servers\Hardware Devices. Knowledge of handling Centralized Monitoring Knowledge of Patch Management and Scripting (PowerShell) Knowledge of enterprise-class infrastructure software such as anti-virus, backup, hardware technologies SAN, NAS, Storage, and related client-side software. Knowledge in Virtualization (VMWare) is a plus Working with Active Directory and Exchange to create/modify/terminate accounts Active Directory, Users, Groups, OUs Creation and Computer management Group Policy Planning & Deployment Configuring and managing Exchange Server, proficient in Office 365 migrations would be a plus Configuring and managing Veeam backups is a plus Develop and maintain automation scripts for solution patching Knowledge of Network Switches and Firewall would be a plus Certifications for Windows Server technology (MCITP) and ITIL concepts would be an added advantage Excellent communication skills in English, both written and oral.

Job Title: Bookkeeper (US Accounting) Location: Hyderabad (Hybrid), Preferred candidate must be from Hyderabad Type: Full-Time Who We Are: Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner. Who You Are: This position will be in Hyderabad WFO/Hybrid, India but you will be working closely with the team in the United States through video chat, instant messaging, e-mail, phone, and through our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company that is expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations. Job Summary: In the Bookkeeper role, you will be responsible for managing company financial tasks such as managing receivables and ensuring all company invoices are properly recorded, tracked, approved, and paid. You will work closely with company financial professionals and management, and outside vendors. Success in this role will be demonstrated through accurate payment and financial transaction processing. Bookkeeper Job Responsibilities and Duties Track company bank accounts, deposits and balances; report regularly to management Track company invoice obligations, make accurate and timely invoice payments, gain approval where necessary, and identify and report inaccuracies and variances Prepare company monthly financial statements like cash flow, income/P&L and balance sheets Reconcile and verify all company invoices and monthly statements, assign payments to applicable cost centers Help prepare company tax returns including payroll and other appropriate business taxes Monitor company office expenses and track related invoices and payments Make and track appropriate sales and use tax payments on invoices as needed Work with external vendors to resolve any invoice problems or inaccuracies Collaborate with other accounting and finance team members Assist with corporate audit and other financial reporting requirements as needed Bookkeeper Job Requirements 4-6 years of accounts payable & receivable, general ledger and payroll experience in a corporate environment Knowledge of payables, budgeting and accounting best practices Experience with financial transaction reporting Experience in supporting payroll processing and making payroll taxes Expertise in Microsoft Office suite and accounting software (e.g., QuickBooks) Understanding of tax obligations and reporting requirements for payables Knowledge of US GAAP Strong quantitative and analytical ability Excellent verbal and written communication skills Strong organizational skills and attention to detail Bachelors degree in accounting, finance or related field

Job Title: Finance Manager (US Accounting, US TAX, US GAAP & QuickBooks Experience) Location: Hyderabad (Hybrid), Prefer candidate from Hyderabad or South Region Job Type: Full-time Who We Are: Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner. Who You Are: This position will be Hybrid, but you will be working closely with the teams in the United States and Canada through video chat, instant messaging, e-mail, phone, and our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes attention to detail, following the processes in place, and being able to adapt to various situations. Job Summary We are looking for an experienced Finance Manager with a strong background in US accounting practices and QuickBooks. The ideal candidate will manage client accounts, handle financial transactions, ensure compliance with US accounting standards, and provide exceptional customer service. This role requires a mix of financial expertise, client management skills, and QuickBooks proficiency to support our business operations and maintain strong client relationships. Key Responsibilities 1. Account Management & Client Relations Serve as the primary point of contact for clients, addressing their accounting needs. Develop and maintain strong relationships with clients to ensure satisfaction and retention. Provide consultation and support on financial matters, including tax preparation, reporting, and compliance. Coordinate with internal teams to ensure seamless service delivery. 2. US Accounting & Financial Management Manage accounts payable, accounts receivable, and general ledger entries. Reconcile bank and credit card statements in QuickBooks. Prepare and review financial reports, profit & loss statements, and balance sheets. Assist in budgeting, forecasting, and financial analysis for clients. Ensure compliance with US GAAP and IRS regulations. 3. QuickBooks Expertise Set up and maintain QuickBooks accounts for clients. Troubleshoot QuickBooks issues and provide training/support as needed. Automate workflows within QuickBooks to improve efficiency. Generate customized financial reports based on client needs. 4. Tax & Compliance Support Assist with 1099 filings, sales tax reporting, and payroll processing. Ensure clients are in compliance with US tax laws and financial regulations. Work with external tax professionals and auditors when necessary. 5. Process Improvement & Reporting Identify areas for financial process improvement and suggest automation opportunities. Provide regular financial reports and insights to clients and management. Stay up to date with accounting standards, QuickBooks updates, and tax regulations. Qualifications & Skills Bachelors degree in accounting, Finance, or a related field (CPA or equivalent certification is a plus). 10-12 years of experience in US accounting, QuickBooks, Bookkeeping (Online/Desktop versions). Strong understanding of US TAX, US Payroll, US GAAP and financial regulations. Proficiency in Microsoft Excel, QuickBooks, and accounting software. Excellent communication and client relationship management skills. Ability to analyze financial data and provide actionable insights. Strong problem-solving skills and attention to detail. Preferred Qualifications Experience in US Accounting or working in an accounting firm. Knowledge of payroll processing, tax compliance, and financial reporting tools. Familiarity with other accounting software.

Job Title: Service Desk Engineer Tier 3 Location: Hyderabad (Hybrid), Preferred candidate must be from Hyderabad Type: Full-Time Industry: IT Services and Consulting. Who We Are: Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner. Who You Are: This position will be Hybrid, but you will be working closely with the teams in the United States and Canada through video chat, instant messaging, e-mail, phone, and our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes attention to detail, following the processes in place, and being able to adapt to various situations. Roles and Responsibilities: Function as the customers single point-of-contact for problem identification and resolution for issues that have been escalated by the team Manage the dispatch process of service requests to ensure full utilization of resources. Manage the dispatch process of field technicians to ensure full utilization of resources. Improve usage of Support resources and increase the productivity of the team Communicate with all parties in a constructive manner to guarantee customer expectations are met Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary Perform customer follow-up to verify the final resolution and determine satisfaction level. Interface with appropriate technical personnel for customer problems that cannot be resolved effectively Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements Understand overall service desk objectives, as well as the role and function of each team member Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests Assist the service desk team in design and development tasks Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production. Additional Duties and Responsibilities: Identify areas for improvement and make constructive suggestions for change. Continually seek opportunities to increase customer satisfaction and deepen customer relationships. Escalate service desk issues to the CTO as required. Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions. Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc. Maintain specific knowledge of the customer and how our service relates to their business strategy and goals. Develop in-depth knowledge of the service catalog and how it relates to customers needs. Conduct performance evaluations and mentor those with less experience. Develop training programs to develop and refine the skills of the service desk team. Facilitate regular service desk team meetings and service board reviews. Document internal processes and procedures related to duties and responsibilities. Enter all work as activities, service tickets, or project tickets in ConnectWise. Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry. Knowledge, Skills, abilities required: 10+ years of experience of IT/MSP experience, with a ticketing system Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP Knowledge and experience in cross-functional management methods and techniques Knowledge of industry applications, processes, software, and equipment Strong organizational, presentation, and customer service skills Skills in strategic planning with an ability to think ahead and make long-term plans Strong leadership skills and getting results with a strong customer orientation Understanding of support tools, techniques, and how technology is used to provide services Installation, Configuring, and Troubleshooting of MS Windows Server 2003, 2008, 2008 R2, 2012, and 2012 R2. Experience with AWS/Azure public cloud services Understanding of Microsoft Identity and Access Management products such as Azure AD, ADFS, Azure AD Connect Experience in IT Infrastructure Support management in the Production Environment. Proficient in Implementing, Configuring, and Administering Windows standalone\Cluster\NLB servers Migration of Windows 2008/2012/2016 domains. Plan a rollback in case of failure in migration Managing Firmware/software updates on Production Servers\Hardware Devices. Knowledge of handling Centralized Monitoring Knowledge of Patch Management and Scripting (PowerShell) Knowledge of enterprise-class infrastructure software such as anti-virus, backup, hardware technologies SAN, NAS, Storage, and related client-side software. Knowledge in Virtualization (VMWare) is a plus Working with Active Directory and Exchange to create/modify/terminate accounts Active Directory, Users, Groups, OUs Creation and Computer management Group Policy Planning & Deployment Configuring and managing Exchange Server, proficient in Office 365 migrations would be a plus Configuring and managing Veeam backups is a plus Develop and maintain automation scripts for solution patching Knowledge of Network Switches and Firewall would be a plus Certifications for Windows Server technology (MCITP) and ITIL concepts would be an added advantage Excellent communication skills in English, both written and oral.