Technology Alignment Manager

Job Description:

The Technical Alignment Manager (TAM) is responsible for assessing and aligning technology for our customers. This includes developing and maintaining a deep technical knowledge of the client environment.  Further, performing on-site alignment visits and technical alignment assessments are core functions of this role.

Basic Functions:

• Develop and maintain technical knowledge of the client environment.
• Perform alignment visits at client site on a regular frequency
• Perform technical alignment assessments for assigned clients both on-site and remotely
• Perform regular proactive service as a technical lead.
• Be responsible for upholding best practices and reporting recommendations to the vCIO.
• Cut reactive issues by controlling the number of submitted service requests.
• Identify technical risk and see technical issues firsthand.
• Be eyes and ears for the vCIO by mastering the environment and making recommendations.
• Communication with customers: Perform check-in/check-out meetings with technical point of contact when on-site and help navigate open service desk requests, ongoing projects, and recommendations by the Vcio
• Meet with vCIO regularly to discuss client relationships, client health, and open issues
• Complete scheduled reactive tickets as assigned while onsite during alignment visits
• Follow-up with each delivery area after alignment visits and create tickets for any action items
• Update client documentation as needed in IT documentation platform
• Assist with new client onboarding

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service issues that cannot be completed within agreed service levels.
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Work through a daily schedule in ConnectWise that has been established through the dispatch process.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as service tickets in ConnectWise.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.

Educational/Vocational/Previous Experience Recommendations:

• BA/BS preferred but not required, preferably in computer science, or a related field.
• 3-5 years of IT or related experience.
• A+, Network+, Cisco, Microsoft, and other IT Certifications a plus

Benefits:

• Competitive salary based on experience and qualifications.
• Premier health, vision, and dental benefits
• 401K Retirement Plan
• Mileage Reimbursement
• Full on the job training & support.
• Fun working environment and culture
• Great opportunity for advancement