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Technology Standards & Alignment Manager - MSP | Client-Facing IT Role

Technology Standards & Alignment Manager - MSP | Client-Facing IT Role

Bmore TechnologyWhite Marsh, MD, US
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Description

The Technology Alignment Manager is a strategic technical role within Bmore Technology. You'll be responsible for proactively managing and standardizing client environments based on our best practices. This role is key to reducing reactive support issues and ensuring our clients' systems are aligned with industry and internal standards. Success in this role is measured by your ability to :

  • Reduce reactive tickets through proactive reviews and alignment.
  • Build strong client relationships.
  • Maintain accurate documentation and communicate effectively with internal teams.

If you thrive on being a subject matter expert, enjoy working across diverse client networks, and are eager to grow your technical expertise, this role could be a great fit.

About the Role

About Us

We're a fast-growing Managed Services Provider (MSP) serving the mid-Atlantic and Southeast regions. Our team is built on collaboration, continuous learning, and delivering exceptional IT service. We offer a clear path for career advancement, technical training, and exposure to a wide range of client environments to help you grow into a senior technical role.

  • Competitive compensation
  • Medical and retirement benefits
  • Training and professional development
  • A supportive environment focused on helping you become the best version of yourself

    • Requirements

    Essential Duties and Responsibilities :

  • Perform technology alignment reviews both onsite and remotely.
  • Develop and maintain technical knowledge of the clients' environment.
  • Perform regular, proactive service at our clients' sites.
  • Help build and maintain our Standards Library.
  • Minimize reactive issues.
  • Identify technical risks.
  • Drive down reactive support tickets from clients through regular ticket review.
  • Build a strong relationship with the client.
  • Update system documentation.
  • Identify areas where clients are outside our technical alignment to the vCIO.
  • Communicate with clients to keep them informed of incident progress and notify them of impending changes or agreed-upon outages.

    • Additional Duties and Responsibilities :

  • Improve customer service, perception, and satisfaction.
  • Work within a team and communicate effectively.
  • Develop in-depth knowledge of the Bmore service catalog and how it relates to clients' needs.
  • Document internal processes and procedures related to duties and responsibilities.
  • Enter all time on service or project tickets as it occurs.
  • Understand processes in CW Manage by completing assigned training materials and blueprints in the ConnectWise University
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

    • Knowledge, Skills, and / or Abilities Required

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and / or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Excellent listening and communications skills, both verbal and written
  • Strong customer relationship skills
  • Organized, detail-oriented, and self-motivated.
  • Ability to follow detailed directions.
  • Diagnosis skills of technical issues.
  • Ability to provide and maintain detailed documentation.
  • Service awareness of all BTG's key IT services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Willingness to develop professionally.
  • Ability to work with minimal supervision.

    • Educational / Previous Experience Recommendations

  • Four-year college degree and / or equivalent Professional IT Certifications
  • Experience with Python and PowerShell scripting.
  • Worked in a Managed Services Provider (MSP) is a plus.

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    Technology Alignment • White Marsh, MD, US

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