Technology Alignment Manager

cb20•Saratoga Springs, NY

6d•Onsite

About The Position

cb20 is an award-winning provider of managed IT and audio-visual services, proudly serving organizations across New York, Massachusetts, and the greater New England region. With over 30 years of experience, a team of world-class engineers, and trusted partnerships with the world’s leading hardware and software providers, we deliver confidence, security, and above all " An Experience Above " . cb20 won the Albany Business Review Best Places to Work and Albany Times Union Top Places to Work five years in a row. In 2025, cb20 achieved the #1 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset. The Technology Alignment Manager is responsible for the standards and alignment process for customers. The role conducts technology alignment review, develops, and maintains technical knowledge of the customer’s environment, service resolution, documentation, and identifies technical risk. The TAM resource works to reduce reactive issues, identify technology risks, and provides information for long term planning. Providing an elevated level of professionalism and day-to-day customer service.

Requirements

Associates degree in computer science OR equivalent combination of education and work experience.
2-3 years of IT experience.
Experience working in a team-oriented, collaborative environment.
Ability to follow standards as outlined in the cb20 Company Manual.
Working knowledge of two or more of the following: O365/M365, Networking, Windows Servers, Virtualized Environments, PC Hardware, Backup Engines, VoIP, Cloud.
Strong written, verbal communication, and documentation skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, empathizing, and questioning skills.
Ability to present technical terms in a user-friendly language.
Ability to multitask and promote department success.
Ability to analyze and document technology stacks.

Nice To Haves

Professional IT certifications or equivalent.

Responsibilities

Conduct technology alignment review.
Develop and maintain technical knowledge of the customer’s environment.
Manage service resolution.
Create and maintain documentation.
Identify technical risk.
Reduce reactive issues.
Provide information for long term planning.
Provide an elevated level of professionalism and day-to-day customer service.
Perform daily prep (Review open tickets, projects, CSAT issues, and recent vCIO discussions).
Conduct daily in-person check-ins with client POCs.
Perform audit tasks.
Check in with all users.
Complete daily time entry of work performed.
Conduct end-of-day checkouts and reporting.
Complete technology assessments with the objective of discovering technical risks.
Establish an excellent working relationship with clients and function as a trusted advisor.
Develop and maintain exemplary technical documentation, processes, and knowledge of client’s technology environments.
Ensure configurations of technologies, application support, and warranty support are well documented.
Maintain good working relationships with vendors in support of clients.
Complete technical checklists and reactive tickets as scheduled and needed.
Provide exemplary customer service.
Maintain business awareness to ensure specific knowledge of customers and how IT relates to their business strategy and goals.
Use problem-solving and people skills to ensure swift resolutions to technical issues.
Utilize a ticketing system and tools to analyze and document customer interactions and technology and record time and work associated with daily client visits.
Provide Tier 1, and Tier 2 support.
Participate in 24-hour on-call support rotation.