Technical Escalation - requests originate at the bottom and escalate upward. Keith and Dylan handle non-technical requests on the side. Click any card to view the position description.
Executive
Service Delivery & Infrastructure
Engineering
Service Desk
↑ Escalation Direction
Infrastructure
LR
Les Ritchie
Infrastructure & Projects Manager
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Engineering
BR
Brodie Ross
System Administrator
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Engineering
CH
Clayton Holdsworth
Systems & Security Engineer
View PD →
Service Desk
LZ
Liam Zhao
Senior Service Desk Technician
View Position Description →
Service Desk
TH
Theo Hidajat
Service Desk Technician
View PD →
Service Desk
KH
Keegan Hague
Service Desk Technician
View PD →
Service Desk
DI
Daniel Irwin
Service Desk Technician
View PD →
Tickets and requests originate here
Non-Technical Requests
Executive
KM
Keith Mino
Chief Executive Officer
View Position Description →
Service Delivery
DN
Dylan Nguyen
Service Delivery Manager
View Position Description →
Tier 3 (receives escalations): Les Ritchie, Brodie Ross, Clayton Holdsworth Tier 2: Liam Zhao Tier 1 (request origin): Theo Hidajat, Keegan Hague, Daniel Irwin Non-Technical: Dylan Nguyen, Keith Mino

Position Descriptions

Click any role to view the full position description. Version 2 - April 2026.

Executive
Chief Executive Officer
Keith Mino
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Service Delivery
Service Delivery Manager
Dylan Nguyen
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Infrastructure & Projects
Infrastructure & Projects Manager
Les Ritchie
View full description →
Engineering
System Administrator
Brodie Ross
View full description →
Engineering
Systems & Security Engineer
Clayton Holdsworth
View full description →
Service Desk
Senior Service Desk Technician
Liam Zhao
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Service Desk
Service Desk Technician
Keegan Hague  |  Theo Hidajat  |  Daniel Irwin
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Finance & Administration
Finance & Administration
Michelle
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Employee Business Tasks

Select a team member to see all tasks assigned to them across both the Finance and Operations calendars, grouped by frequency.

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Select a team member above to view their assigned tasks.

Systems Matrix

Subject matter experts for each platform. Contact the Primary SME first; escalate to Backup if unavailable.

Primary SME
Backup

Processes

Standard operating procedures and workflows. Select a process to view.

Employee Processes
Employee Processes
Employee On-Boarding
Steps to onboard a new team member including accounts, hardware, and orientation.
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Employee Processes
Employee De-Boarding
Secure offboarding checklist covering account removal, hardware return, and handover.
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Ticket Processes
Ticket Processes
New Ticket
How to log, triage, and assign a new service desk ticket.
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Sales Processes
Sales Processes
Sales Quote
End-to-end quote workflow from scoping through to proposal delivery.
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Client Processes
Client Processes
Client On-Boarding
Full onboarding workflow for new managed services clients.
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Frameworks

Practice-wide frameworks that govern how we work. Select a framework to view.

Frameworks
Development Standards
The canonical engineering baseline every Mino IT project follows — scoping conversation, agent operating rules, pre-production audit checklist, and the seven required documents.
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Frameworks
Security Framework
How we protect client and internal systems — controls, hardening baselines, and incident response.
Coming soon
Frameworks
Service Framework
How we deliver managed services — service tiers, response targets, and escalation paths.
Coming soon