Internal IT Lead

Harbor Networks, Inc.; Framingham (MA); Hybrid; USD 90,000 - 115,000; Full time

Job summary

Harbor IT is seeking an experienced Internal IT Lead to build and guide our internal IT function. As the first IT leadership hire, you’ll mentor the team, handle tickets, and ensure reliable technology operations across the organization.

The role involves hands-on system administration, governance of IT workflows, and strategic input to align IT with business goals. Remote-friendly with some onsite work in Denver/Framingham.

Qualifications

• 5+ years of hands-on IT experience, including 1–2 years in a leadership/mentoring capacity.
• Proven experience as System Administrator or similar role.
• Strong knowledge of Cisco networking (routing, switching, wireless).
• Experience with ConnectWise (RMM and ticketing).
• Proactive, hands-on mindset with ownership and accountability.

Responsibilities

• Lead, mentor, and develop the internal IT support team.
• Establish operational structure, workflows, and best practices for IT service delivery.
• Plan and prioritize team activities, assign tasks, and allocate resources to meet SLAs.
• Foster a collaborative culture focused on reliability, responsiveness, and user satisfaction.
• Work tickets directly in ConnectWise and ensure timely resolution.
• Escalate issues and drive resolution; act as technical escalation point.
• System administration and maintenance of IT infrastructure.
• Monitor uptime and security of IT systems (Microsoft 365, SentinelOne).
• Create and maintain internal IT documentation and SOPs.
• Participate in vendor evaluations and IT roadmap discussions.

Skills

Leadership experience

IT operations

Troubleshooting

Documentation

Communication

Ownership mindset

Tools

ConnectWise (RMM and ticketing)

PSA

RMM

CMDB

PIM/PAM

Sentinel One

Job description

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to.

Position Overview: We are seeking a hands‑on, experienced Internal IT Lead to build, guide, and support our internal IT function. This is a player/coach role where you’ll not only lead and mentor the team but also directly handle tickets, resolve issues, and ensure seamless technology operations across the organization. As the first leadership hire for the IT department, you’ll be instrumental in shaping the team, refining processes, and setting the standard for service delivery and technical excellence.

Pay Range: 90K-115K

Location: Ideally in Denver, CO or Framingham, MA

This is a remote role located in Denver or Framingham some onsite work will occasionally be necessary

Key Responsibilities:

• Lead, mentor, and develop a growing internal IT support team.
• Establish operational structure, workflows, and best practices for Internal IT service delivery.
• Plan and prioritize team activities, assign tasks, and allocate resources effectively to meet operational objectives and SLAs.
• Foster a collaborative and accountable team culture focused on reliability, responsiveness, and user satisfaction.
• Work tickets directly in ConnectWise (PSA) and ensure timely resolution of issues.
• Escalate issues when appropriate and drive follow‑through to resolution.
• Serve as the technical escalation point for complex system‑level issues.
• System Administration
• Maintain, configure, and troubleshoot infrastructure including:
• Microsoft 365 ecosystem
• Sentinel One Endpoint Protection
• PSA, RMM, CMDB, PIM/PAM infrastructure and other internal tools
• Monitor performance and uptime, ensuring availability and security of all IT systems.
• Process & Documentation
• Create and maintain internal IT documentation, including SOPs, configurations, and escalation procedures.
• Evaluate and recommend improvements to IT workflows, policies, and tools.
• Lead regular health checks and preventive maintenance activities to identify and address potential issues before they escape into problems.
• Strategic Contributions
• Partner with leadership to align IT with business goals.
• Assess resource needs and help plan future team growth.
• Participate in vendor evaluations and technology roadmap discussions.

Qualifications:

• 5+ years of hands‑on IT experience, including at least 1–2 years in a leadership or mentoring capacity.
• Proven experience working as a System Administrator or similar technical role.
• Strong technical knowledge of:
• Cisco networking (routing, switching, wireless)
• ConnectWise (RMM and ticketing)
• Ability to thrive in a fast‑paced environment and adapt to shifting priorities.
• Excellent troubleshooting, documentation, and communication skills.
• A proactive, hands‑on mindset with a strong sense of ownership and accountability.

Preferred (but not required):

• Experience standing up or rebuilding internal IT teams or support structures.
• Certifications such as Microsoft, Cisco (CCNA), Fortinet NSE, or Sophos certifications.
• Exposure to ITIL practices or formal service desk operations.