Purpose

The Technology Alignment Manager (TAM) is responsible for conducting client technology assessments to improve client care, to identify technology gaps where standards might be out of alignment and to monitor health and performance of client systems. The TAM will be responsible for reviewing and creating technical documentation, enforcing technical standards and reviewing and correcting clients sites regarding their technical alignment.

Knowledge, Skills, Experience and Other Requirements

Education:

• Post Secondary Qualifications in Information Technology, Computer Science, or a related field is required. A combination of relevant work experience and education may also be considered.
• The following IT industry certifications are an asset and highly preferred: MCSA, MCSE, Azure Administrator, Azure Architect, CCNA, CCNP, Network+, Fortinet NSE 4 and higher

Experience:

• Minimum 6+ years of progressive experience as System Administrator or similar IT support role; 3+ years of the experience must be in a senior technical support role
• IT Support Experience: The candidate should have 3+ years of experience in an IT support or similar role. This experience should include troubleshooting, problem-solving, and providing technical support to users or clients.
• Virtual Server Management: The candidate should have hands-on experience with managing virtual servers. This includes creating, configuring, maintaining, and troubleshooting virtual machines and associated software, such as hypervisors (like Hyper-V, VMware, or others)
• Networking: Understanding of network protocols, IP addressing, DNS, VPNs, and other networking concepts is required.
• Operating Systems: Experience with windows and other operating systems. Should be able to manage, maintain, and troubleshoot these systems.
• Security: Advanced knowledge of IT security best practices, including managing user access, firewall configurations, and installing security updates, is important. This person should understand how to secure virtual and cloud environments and protect sensitive data.
• Technical Standards: Experience in analysis, implementation and evaluation of IT systems and their specifications and understands the importance of standards and aligning clients technology with best practices. Experience with NIST, HIPPA, or CIS standards is a benefit.
• Customer Service: Experience in a customer-facing role, ideally in a support or service capacity, would be valuable. They should know how to communicate effectively with users or clients, handle complaints or issues, and ensure a high level of customer satisfaction.

Skills:

• Exceptional organizational, problem-solving, and time management skills with an innovative mindset.
• Effective communication for successful cross-functional teamwork and stakeholder engagement.
• Strong technical, critical thinking skills and problem-solving abilities.
• Ability to work under pressure and adeptly manage multiple demanding timelines and constantly changing priorities.
• Understanding HDI best practices.
• Ability to relate advanced technical concepts in an easy to understand format.
• Fluent in English written and verbal (native or CLB equivalent of 7 or higher)

Other requirements:

• Own vehicle
• Valid driver's license with a clean driving record.
• Available to work after hours or during emergencies

Key Accountabilities

Primary responsibilities:

• Conduct regular technology reviews (onsite & remote), typically monthly, quarterly, or semi-annually tailored by client size, MRR, and reactive noise levels. These visits include a full-day audit and pre/post vCIO syncs to ensure alignment with the clients strategy.
• Use our objective yes/no standards checklists to mark items as aligned or misaligned. Every misalignment triggers specific, actionable recommendations (e.g., upgrade firewall rules, enforce OS patching, implement 2FA) to restore compliance.
• Monitor health and performance of client systems; perform regular checks, updates, and patch management
• Proactively use alignment data to drive strategic dialogue: "Based on gaps in X, Y, & Z, we recommend remediation options A, B, or C"such as patching endpoints, hardening network systems, updating access controls, or scheduling a minor project to address recurring misalignments
• Deliver a findings report immediately after assessmentsincluding risk scoring, alignment trends, and remediation recommendationswhich feed into vCIO-led Technology Steering Meetings and roadmaps.
• Interact and coordinate with other business functions such as Service Desk, Field Services, Professional Services, Sales, Account Management, and vCIO working on the same account to ensure the clients needs are met and clients are always satisfied.
• Identifying opportunities to improve processes and recommending changes to increase efficiency and customer satisfaction.
• Creating and maintaining documentation client processes, system configurations, and common troubleshooting procedures. Also responsible for reporting on service desk performance metrics.

Standards Library Development & Maintenance

• Collaborate with the Standards Committee (including vCIOs, Service Desk, Centralized Services, etc.) to develop, review, update, and retire technical standards based on research and client input.
• Maintain and promulgate the evolving standards library to ensure alignment across all clients.

Reporting & Strategic Guidance

• Prepare & deliver technical alignment reports, including risk summaries and health scores, for review by the vCIO and presentation at QBRs.
• Act as the technical foundation for strategic planning, enabling vCIO to prioritize remediation, budgeting, and long-term investments

Proactive Technical Maintenance

• Monitor client systems, perform patching, firmware updates, antivirus/EDR checks, backup verification, and proactive health tuning between alignment reviews.
• Escalate or generate tickets for misaligned issues requiring remediation by service desk or project teams
• Implement and maintain security protocols and standards, managing client user access, and ensuring the secure operation of IT systems, including virtual server environments for all clients

Collaboration & Escalation:

• Provide advanced technical support for escalated client issues. This might include but not be limited to troubleshooting issues with virtual servers, network infrastructure, software applications, and other IT systems.
• Serving as a key point of contact for other departments, management, and external vendors in regards to client infrastructure and software. Communicating updates, outages, and resolution plans effectively to all stakeholders.

• Work with IT Centralized Services/Central Admin to provide information for regular Technical Alignment Reviews.
• Provide small scale implementation and configuration tasks for clients.

Advanced Troubleshooting & Security

• Provide Tier2/3 support by diagnosing and resolving complex infrastructure, server, network, and security issues identified during assessments or tickets .
• Remain current with cybersecurity frameworks (e.g., NIST, CIS, DISA) and apply them to assess and improve client security posture

Knowledge Transfer:

• Mentor technical teams by sharing best practicesformally through SOP contributions and informally during alignment visits
• Create and maintain client-specific documentation: network diagrams, configuration baselines, standard checklists, and remediation histories in IT Glue or equivalent
• Share expertise with colleagues through knowledge base contributions and informal discussions to improve team capabilities

Continuous Improvement & Metrics

• Analyze alignment data to drive continuous improvement, highlight standards drift, and update processes accordingly
• Report on key metrics: number of clients managed vs. capacity, alignment review coverage, trend in alignment scores, and proactive-to-reactive ticket ratios

This represents a broad outline of duties and responsibilities and cannot list in detail all the tasks the jobholder will be expected to undertake. Management reserves the right to review duties, responsibilities and key performance indicators based on the needs of the business.