Technology Alignment Manager

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 client’s sites regarding their technical alignment. Knowledge, Skills, Experience and Other Requirements : - 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 - 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 - 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 client’s 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. - 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) - 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 client’s 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 assessments—including risk scoring, alignment trends, and remediation recommendations—which 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 client’s 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 score