Technical Alignment Team Manager

MSI Metro Sales Inc.•Roseville, CA

9d•Onsite

About The Position

MSI Metro Sales Inc. is seeking an Employee Owner, Technical Alignment Team Manager, to lead the team of Technical Alignment Managers (TAMs) who are responsible for the technical environment assessments, documentation and identifying opportunities for improvement of our managed services clients. This is a technical leadership role with a primary focus on developing the TAM team, maintain adherence to MSI’s quality, service standards and turning proactive alignment into measurable outcomes for our clients.

Requirements

5+ years in IT services, managed services, or enterprise IT, including 3 or more years in a hands-on infrastructure engineering or senior technical role.
Demonstrate senior level technical depth across an MSP environment, with the ability to independently assess, troubleshoot, and make recommendations on business objectives.
2+ years leading, managing, or formally mentoring a technical team.
Familiarity with security frameworks and compliance such as NIST, CIS Controls, HIPAA, and PCI.
The ability to read utilization, ticket trends, and Profitability reporting and translate them into a plan of action.
Exhibit excellent written and verbal communication.
Valid driver's license
Clean driving record
Reliable transportation, and the ability to travel to client sites as needed

Nice To Haves

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience.
Prior experience in an MSP with building and maintaining a technical standards library.
Experience in managing and developing a growing team.

Responsibilities

Build upon a team culture grounded in MSI core values: Intentional, Partnership, Integrity, Collaboration, World Class, and Proactive.
Lead, coach, develop and maintain the (TAM) team development plans, and conduct yearly performance reviews.
Lead TAM onboarding efforts to get them up to speed process procedures and technical standards.
Partake in Ride-alongs to observe technical execution and client interaction for ongoing training.
Serve as the technical escalation point for the TAM team on complex client environments and vulnerabilities.
Review and hold the quality benchmark on TAM technical output: Standardization of expectations, security risk and network assessments.
Documentation for support and provide recommendations to the assigned Business Alignment Manager (BAM).
Ensure team is current in the certifications and education adaptions of the evolution of technology
Audit documentation quality, drive consistency and, support ready across every managed client.
Assist TAM’s in generating thorough and consistent project scope of works.
Manage team's performance metrics and client assignments.
Perform weekly team TAM meetings, monthly individual performance metrics, as well as compile a summarized assessment of team performance and client technical profile audits summaries to the Director of IT Customer Experience monthly.
Collaborate with Business Alignment Manager (BAM) In creating world class cross-functional teams
Driving adoption of the Partnership Alignment Roadmap, moving clients from reactive support to proactive.
Build interdepartmental team alignment through standardization, communication, quality and camaraderie.
Audit and maintain TAM roadmaps in preparation for Quarterly Business Reviews.
Support and participate as the technical leader escalation point as needed.