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
View PD →
Engineering
BR
Brodie Ross
System Administrator
View PD →
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
View full description →
Service Delivery
Service Delivery Manager
Dylan Nguyen
View full description →
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
View full description →
Service Desk
Service Desk Technician
Keegan Hague  |  Theo Hidajat  |  Daniel Irwin
View full description →
Finance & Administration
Finance & Administration
Michelle
View full description →

Employee Business Tasks

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

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

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.
View standards →
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

Tools

Internal tools and on-demand reports. Run a tool below — results are emailed to you.

Procurement
Lenovo Price Check
Generates the four Lenovo supplier cost-comparison reports — Laptops, Workstations & Desktops, Docks and Screens — from the Datto Commerce catalogue, showing the cheapest distributor and profit at a 15% margin (ex GST). The reports are emailed to you (HTML + CSV) in a few minutes.

Yearly Review — Self Assessment

Complete before your review · About 15 minutes · Confidential

Checking who is signed in…

This is your preparation for the Yearly Review conversation. Honest, specific answers make the review useful — it is only used to guide the conversation. Your answers are emailed to Keith when you submit, with a copy to you. A draft is saved in this browser as you type.

1. Rate yourself
2. Reflection
3. Looking ahead

Rate yourself against your role

For each area, choose the rating that honestly fits and give one specific example from the last 12 months. The same scale is used in the review itself:

Reflection on the year

Pick ONE specific piece of work from the last 12 months you're proud of.
Aim for 2–3 sentences. Name the client, project or job.
The hard part of the year.
A specific incident, period or problem — not a general theme.

Looking ahead

Which skill areas do you want to develop in the next 12 months? Pick 1–3.
What kind of work do you want more of? Less of?
Tools, process, information, approvals, other people's bottlenecks.