Technical Alignment Manager (TAM)

The Technical Alignment Manager (TAM) is responsible for understanding the client’s environment, what they do, how they use their technology to enable their business, and, from a technical perspective, maintaining that relationship with them. Establishing a technical relationship with the clients allows the TAM to communicate from a hands-on level. They dig deep into a client’s operations to figure out how they work and apply technology solutions that help them work better, smarter, faster, and more efficiently while also helping reduce costs. A person in this position will continually analyze a client’s technology against the applicable company Standard(s), and/or compliance requirements, uncovering technical gaps and risks.

Because they have an in-depth knowledge of their assigned client’s IT environment, the TAM can recommend enhancements to their systems that will uphold best practices regarding cybersecurity, overall system performance, user experience, and more. The TAM’s combined knowledge of the industry and client infrastructure makes it possible for them to identify and proactively address technical risks and issues before they become bigger problems. A TAM is the technical lead for proactive service, maintenance, and planning— driving down the need for, cost, and time sink inherent in reactive support.

A successful person in this position will be highly technical, a natural troubleshooter, client-focused, and have a proactive mindset. They must be a detail-oriented self-starter who takes ownership for their responsibilities, meets deadlines, and communicates effectively with teammates, clients, and vendors.

A person in this position should thrive on solving problems and providing big company technology solutions for small businesses. They understand the balance between analysis and fixing and how checklists and standards can produce predictable results. They are driven by proactively preventing problems and implementing best practices that will influence client business success.

Skills, Knowledge, Abilities:

• Understanding of the importance of best practices Standards and aligning client’s technology to them
• Strong attention to detail and accuracy, ensuring client’s achieve alignment to the Standard(s), and applicable compliance requirements
• Excellent documentation, math, and organization skills
• Demonstrated ability to be proactive and take the initiative to get things done
• Effective time management skills and the ability to multitask
• Strong troubleshooting skills
• Strong problem-solving skills and self-learning to analyze problems and create a solution
• Must be able to work and communicate with clients at all levels of an organization to identify and resolve problems
• Strong customer service skills
• Basic business understanding related to technology and an ability to translate IT language to business stakeholders
• Willing to focus on continued education in the form of various certifications
• Maintains a constant mindset of “How can I help you? How can we figure this out together? Where do we go from here?”
• Ability to work both independently and under a supervisor
• Ability to work as part of a team, and always willing to help our clients and staff
• Maintain relevant knowledge of hardware and software trends
• Availability for some after-hours work and on-call rotation
• Dependability, including an excellent attendance record
• Strict adherence to client confidentiality and protecting confidential information
• High degree of punctuality
• Ability to work as part of a team
• Ability to take, interpret, and follow instructions
• Awareness of and ability to work by Company Policies and Procedures

Experience:

• Minimum of five years in a technology support environment supporting infrastructure technology and performing project design and delivery.
• Prior Managed Services Provider experience is strongly preferred
• Sound understanding of computer systems (hardware/software), networks, etc.
• Preferred systems experience:
  • ConnectWise, LabTech
  • Windows Desktop and Server Operation Systems
  • Mac OS
  • MS Office (Word, Excel, PowerPoint, etc.)
  • Exchange, SQL, SharePoint
  • Active Directory, Group Policies, Office 365
  • Azure and AWS
  • DNS, VPN, WAN, and LAN connectivity
  • Switches and Routers
  • Firewalls and Security
• Preferred experience with enterprise backup solutions and business continuity solutions
• Experience in analysis, implementation, and evaluation of IT systems and specifications
• History of longevity in current and past positions
• Clean driving record and reliable vehicle

Training/Education:

• Bachelor’s degree in computer science, engineering, or other applicable IT discipline is preferred.
• Professional IT Certifications, such as the following
  • MS MCP, MCSA, MCSE
  • CompTIA A+, Net+
  • Citrix CCEA or CCIA
  • SonicWALL CSSA
  • Cisco CCNA
  • VMWare VCP