Vcio - Virtual Chief Information Officer (Rochester - Hybrid)

Integris is a leading IT solutions provider, offering high-touch services that clients love. Our team of highly experienced local professionals delivers best-in-class solutions, including dedicated vCIOs, specialized security and compliance advisory services, and a 24/7 help desk. As we rapidly expand across the country, both organically and through partnerships with like-minded managed IT service providers (MSPs), we remain committed to identifying the best talent available to play a crucial role in transforming IT services for our clients.

Job Summary

The virtual Chief Information Officer (vCIO) is a client-facing trust advisor and advocate. The vCIO works directly with Client's management team to understand their business needs and how technology can help them best achieve the desired results. vCIO’s duties include formulating strategic IT goals, planning the IT budget, analyzing and reworking business processes, and facilitating technology changes.

Responsibilities include preparing and delivering strategic business reviews (SBRs), coordination of the resolution of escalated technical and relationship issues, collaboration with other departments to coordinate client requests/projects, coordination/evaluation of new technologies for clients, review of invoices to ensure correct billing, and research and development to improve communication and work processes. The vCIO is critical in helping clients mitigate risk and increase productivity. The primary metrics for this position are adjusted EBITA, MRR growth, agreement utilization, CSAT, SBR completion, RITA attainment, and other performance metrics.

Job Responsibilities

• Primary relationship manager to build and maintain a positive trusting relationship with clients.
• Provide highly impactful and strategic consultative services to clients regarding additional ways that can resolve or improve the client’s IT experience, productivity, or additional network security with support of Strategic Operations Manager and other team members.
• Routinely meet with all assigned clients to create, review, and update technology strategy, budget, and service delivery metrics.
• Quarterback all critical client communication including project status, major issue handling, VIP escalation.
• Work with the Managed Services Concierge (MSC) and internal technical teams to understand the status of day-to-day operations, analyze output and make suggestions to service delivery leaders to adjust operations accordingly.
• Assist with the creation and maintenance of documentation for all client sites, networks, and relevant systems.
• Work with the MSC to periodically analyze network health metrics and proactively report to the client on areas of improvement.
• Understand Integris’ product and service catalog and make recommendations that fit the client’s needs.
• Work with the MSC to ensure client’s hardware and software are under current maintenance and support contracts.
• Regularly perform risk assessments to stay ahead of client satisfaction issues and help manage and mediate overall risk level of the client success team.
• Work with the MSC to ensure clients receive accurate and timely quotes that are aligned with roadmaps and their business goals and objectives.
• Work with the MSC to coordinate service cancellations with the corresponding departmental supervisors.
• Monitor client agreements and ensure they are appropriately aligned with Integris’ best practices, agreement utilization, and gross margins targets.
• Act as an escalation resource to identify and remediate consequences of work that has not been executed as expected.
• Collaborate with co-workers to resolve any problems/situations that may arise.
• Assist in the research and development of cost benefit analysis for new and emerging technologies.
• Document all work completely and accurately, including solution recommendations and resulting process and procedure documentation in all appropriate systems.
• Stay current on industry trends, new and emerging technologies, and assist in evaluating the opportunities and impact on our clients and our business.
• Communicate with co-workers, management, and clients in a positive, courteous, and professional manner.
• Any additional responsibilities or projects as assigned.

Job Qualifications

• Bachelor's or associate degree in business or 3+ years of experience in information systems, project management, or leadership role or an equivalent combination of education/experience.
• Background in account management
• Industry certifications from CompTIA, Cisco, Microsoft, PMI, VMware, are preferred.
• Must hold valid driver’s license and be able to visit client sites as necessary
• Solid understanding of business technology systems, budgeting, and strategic planning
• A high level of communication and organizational skills
• Knowledge of IT applications, processes, software, cloud technologies, and IT equipment.
• Exceptional interpersonal, communication and relationship building skills.
• Ability to work in a fast-paced environment and effectively meet deadlines.
• Excellent time management/organization skills with attention to detail and the ability to handle multiple tasks simultaneously.
• Ability to recognize and discuss business requirements at a CxO level and establish relationships as trusted advisor for business direction.

• Medical, Dental, and Vision Insurance
• 401K Retirement Plan
• Minimum 4 Weeks of Paid Time Off (PTO)
• Birthday PTO
• Paid Holidays
• Paid Time Off for Volunteering
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Supplemental Insurance
• Employee Assistance Program

Join us in shaping the future of IT services while making a positive impact on our clients and communities.

Integris is an equal opportunity employer, committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, familial status, disability, genetic information, or any other protected class under applicable federal, state, and local laws.