Client Technology Manager

Mainstay Technologies, Inc.•Manchester, NH

1d•Hybrid

About The Position

The Client Technology Manager (CTM) is a senior, client-facing technical role responsible for owning the overall technical health, direction, and success of assigned client environments. The CTM serves as the primary technical steward for each client, ensuring their technology aligns with business goals, standards, and risk tolerance while delivering a consistently high-quality service experience. This is not a people-management role. Instead, the CTM operates as a highly trusted technical partner to clients and an internal point of coordination for service delivery. While the CTM remains hands-on in select technical areas—particularly around projects, planning, validation, and complex decision-making—the role is intentionally designed to focus on ownership, prioritization, and strategic oversight rather than day-to-day execution of recurring system tasks.

Requirements

4+ years of experience in full-time IT, including Windows Server administration, Active Directory, Azure/Entra ID, networking, email, and security fundamentals, and Microsoft 365 administration.
Experience in client-facing or consultative roles, with the ability to translate business needs into actionable technical plans.
Strong troubleshooting and problem-solving skills across workstation, server, network, and security domains.
Experience with MSP toolsets, including Ninja RMM and ConnectWise Manage, and the ability to consume and interpret Power BI reporting (or similar).
Expertise in industry standards and best practices.
Microsoft certifications (or equivalent modern Microsoft credentials), CompTIA Network+ and Security+ (or equivalent), an associate's degree in IT, or comparable experience.
Clear and concise written and verbal communication.
Highly accountable, ownership-driven mindset, with strong reliability and follow-through.
Ability to manage priorities across multiple clients, balancing proactive planning with urgent needs.
Strong interpersonal skills and comfort building productive relationships with client stakeholders.
Continuous improvement mindset - proactively identifies opportunities to streamline workflows, reduce manual effort, and enhance operational efficiency through process refinement, automation, and the practical use of AI tools.
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift 25 pounds at times.
Travel between offices and to client sites will often be required, sometimes with short notice.
Applicants must live within driving distance to support clients, onboarding, and ongoing team integration.

Responsibilities

Serve as the client’s technical lead and strategic owner, providing oversight, direction, and accountability for the client’s technology environment while partnering with service teams for day-to-day support.
Maintain a holistic understanding of the client's environment, including Windows Server, Active Directory, Azure/Entra ID, Microsoft 365, line-of-business applications, and networking fundamentals.
Drive environment stability and alignment with Mainstay standards through ongoing oversight, proactive planning, and coordination with internal teams.
Review and interpret service and health reporting (including Power BI reports) to identify trends, risks, and priorities, and to inform client conversations.
Own and lead Strategic Planning Meetings (SPM) / Quarterly Business Reviews (QBR), including agenda ownership, preparation, facilitation, and action tracking.
Develop and maintain client technology roadmaps aligned to business needs, risk tolerance, and Mainstay standards.
Identify end-of-life/end-of-support risks and recommend planned proactive replacement cycles for hardware and software.
Identify, recommend, and coordinate implementation of security and business continuity controls, including technical controls, standards, and periodic reviews.
Provide lifecycle planning and technical insight on licensing, subscriptions, and environment needs.
Own recurring proactive reviews and audits, such as backup solution reviews, environment health reporting and analysis, and access/control reviews.
Coordinate recurring remediation and maintenance work with RS and Engineering to reduce risk and improve reliability.
Ensure critical environment documentation stays accurate including network diagrams, configuration records, and onboarding/offboarding procedures.
Assess client needs, recommend solutions, and create proposal requests for Engineering to develop project proposals and cost estimates.
Provide clear technical requirements, constraints, and success criteria, and support Project Management with stakeholder communication and planning as needed.
Maintain oversight of the client's overall environment and roadmap, ensuring projects align with strategic plans and Mainstay standards.
Support project success by validating that the recommended solution meets client needs, while Engineering owns the technical execution and outcomes.
Provide technical leadership during client-impacting issues by clarifying business impact, defining priorities, and ensuring appropriate resources are engaged.
Partner with Response Services, Systems Administrators, and Engineering during escalations to provide environment context, strategic direction, and client communication alignment, while those teams own primary troubleshooting and technical execution.
Perform hands-on advanced troubleshooting only in rare or exceptional circumstances where client context, capacity constraints, or transitional needs require temporary involvement.
Ensure root cause is clearly identified, documented, and translated into preventative actions, roadmap updates, or standards-alignment improvements to reduce recurrence and strengthen long-term reliability
Plan and prioritize workload across tickets, recurring responsibilities, and projects, balancing urgency with strategic priorities.
Ensure work is tracked accurately through ConnectWise Manage, including clear notes, time entries, configuration associations, and status updates.
Proactively communicate status, blockers, and next steps to internal teams and client stakeholders.
Participate in team huddles, feedback loops, and retrospectives to improve workflows, standards, and client outcomes.
Collaborate with peers and leadership to identify opportunities for process improvement, automation, scripting, and practical AI-enabled efficiency gains.
Share lessons learned and best practices to strengthen consistency across the the broader service team.

Benefits

A flexible and fun work environment with events, lunch+ learns, ping pong, snacks, games, and books
3 weeks of PTO (4 weeks after 2 years) per year
A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years
Health, Dental, and Vision Insurance
Disability Insurance
Group and Supplemental Life Insurance
Paid Family Leave
401(k) with 3% match
ESOP!
Team Profit Sharing
Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs)
Paid Volunteer Time Off