Tusker

Operations

• Lead the Managed Services Service Desk organization, including managers, engineers, and support resources across multiple locations
• Build and maintain a high-performing service organization focused on customer satisfaction, responsiveness, quality, and operational excellence
• Establish expectations around service delivery, ticket ownership, communication, escalation, and customer experience
• Develop and maintain operating processes that improve consistency and scalability
• Ensure delivery against contractual commitments, service level agreements, and customer expectations
• Own endpoint management operations, including patching, updates, configuration management, and endpoint health
• Partner on endpoint monitoring, remediation, automation, reporting, cybersecurity, compliance, and customer requirements
• Lead development and execution of a 24/7 support model using domestic and international resources in Macedonia
• Define processes, responsibilities, escalation paths, and handoffs for around-the-clock support
• Partner with Practice Directors, Solution Architects, and Sales teams to support Managed Services growth and customer expansion
• Participate in customer conversations, solution discussions, service improvement opportunities, statements of work, pricing assumptions, and operational delivery models
• Drive operational improvements through automation, AI, tools, workflows, data, and metrics
• Serve on the Managed Services Leadership Team and collaborate with infrastructure, platforms, automation, technical, customer, sales, and practice teams
• Build and mentor managers and future leaders while leading organizational change and maintaining employee engagement

Director – Managed Services, End User Operations

Director

• Own the strategic vision, annual business plan, and growth priorities for the Lifecycle Management Practice
• Develop the practice roadmap for Endpoint Lifecycle Management, Configuration Services, Break/Fix Services, Asset Recovery, decommissioning, and related service offerings
• Assess revenue, gross profit, services attachment, delivery performance, customer experience, competitive position, and market opportunity
• Build a scalable practice framework supporting repeatable sales motions, consistent solution development, delivery alignment, customer success, and profitable growth
• Identify market opportunities, portfolio gaps, technology trends, and investment priorities
• Create customer-facing solutions that are easy to buy, scope, and deliver consistently
• Drive practice performance across product revenue, services revenue, gross profit, partner-aligned growth targets, and customer satisfaction
• Provide business updates, forecasts, risk assessments, and strategic recommendations to executive leadership
• Partner with Sales, Enterprise Architecture, Solution Architecture, OEM partners, Marketing, Professional Services, Managed Services, Operations, and executive leadership

Director, Lifecycle Management Practice

Network Engineer

• Design, deploy, and manage FortiGate next-generation firewalls across data center, campus, cloud, and branch environments
• Configure and maintain FortiManager and FortiAnalyzer for centralized policy management, logging, and reporting
• Architect and support FortiGate SD-WAN deployments, including performance-based routing and application steering
• Implement and manage site-to-site and remote-access VPNs using IPsec and SSL-VPN
• Configure and troubleshoot BGP and OSPF routing protocols with FortiGate deployments
• Manage the Fortinet Security Fabric, including FortiSwitch, FortiAP, FortiClient EMS, FortiAuthenticator, FortiSandbox, FortiWeb, and FortiADC
• Develop and enforce firewall policies, NAT rules, and security profiles such as IPS, antivirus, web filtering, and application control
• Lead network segmentation initiatives, including Zero Trust Network Access implementation
• Perform firmware upgrades, patching, and lifecycle management across the Fortinet estate
• Conduct root-cause analysis for complex network and security incidents and provide Tier 3/4 escalation support
• Support PCI-DSS, HIPAA, SOC 2, and NIST compliance and audit requirements related to firewall and network configuration
• Create and maintain network diagrams, configuration standards, and runbooks
• Collaborate with SOC teams on threat detection, incident response, and log analysis
• Mentor junior engineers and contribute to change management and CAB processes
• Participate in the infrastructure support on-call rotation

Managed Services Network Engineer – Fortinet

Project Manager

• Lead client-facing IT projects from kickoff through successful delivery, ensuring completion on time, within scope, and aligned to business goals
• Serve as the primary point of contact for clients and guide stakeholders through key decisions
• Develop and manage project plans, schedules, budgets, and milestones
• Coordinate cross-functional teams and vendor partners to drive execution
• Identify and manage risks, dependencies, and scope changes
• Facilitate project governance through status reporting, issue resolution, and change management
• Oversee client onboarding and transition completed projects into managed services support
• Ensure deliverables meet contractual commitments, quality standards, and client expectations
• Maintain project data for forecasting, resource planning, utilization, and portfolio reporting
• Contribute to project management best practices, tools, delivery methodologies, and continuous improvement

Director – Managed Services, End User Operations

Director, Lifecycle Management Practice

Managed Services Network Engineer – Fortinet

Project Manager – Client Delivery