Technology Alignment Manager

Why GFI?  GFI Digital is an industry-leading provider of office technology solutions, helping businesses thrive for over 25 years. From managed IT and print solutions to networking, security, and unified communications, we make technology simple and impactful for our clients. Our success is driven by our people, and we’re committed to creating an environment where employees can grow, learn, and build long-term careers. If you’re looking for a company that truly cares about its people and its customers, GFI Digital is for you!

Job Summary:

The Technology Alignment Manager (TAM) is responsible for the proactive technology alignment of an assigned book of clients. Through scheduled onsite and virtual visits, the TAM maintains a current understanding of each client environment, assesses it against GFI Digital's standards in myITprocess, documents it thoroughly in IT Glue, and identifies the gaps, risks, and recurring issues that drive reactive support. The TAM also owns the alignment side of new client onboarding: the initial assessment, baseline documentation, and tool verification that set a new client's first roadmap. The TAM works closely with the assigned vCIO, who owns the client's roadmap and budget conversations, and with the Reactive Operations Center (ROC), which owns day-to-day ticket resolution.

The purpose of the role is to reduce the need for reactive support through alignment, documentation, and standards enforcement, to build a technical relationship with each client that makes the vCIO's recommendations land, and to serve as an escalation resource when the ROC needs environment context or an issue cannot be resolved by the support team. Alignment is analysis, not fixing: the TAM identifies where a client is out of alignment and routes the fix through the right team. The TAM reports to the Manager of Technology Alignment.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Conduct scheduled onsite and virtual visits for all assigned clients according to the tier-based engagement model, complete the TAM Onsite Checklist and speak with the point of contact and end users on every visit.
• Structure every visit according to the alignment process: an opening meeting with the point of contact, proactive alignment and maintenance work, limited reactive work scheduled in advance for that visit, a closing wrap-up, and a same-day follow-up summary to the client.
• Own the alignment portion of new client onboarding: complete the initial Technology Alignment review against the onboarding-tagged standards, build the baseline IT Glue documentation and verify Centralized Services tooling.
• Perform Technology Alignment reviews in myITprocess for each assigned client on the required cadence, completing every category due for that visit and scoring every standard honestly with gap findings documented in real time.
• Identify and document technology gaps, risks, and non-compliance items during every visit with clear remediation recommendations, and submit findings and project intake requests to the assigned vCIO following each visit.
• Verify during every visit that the tools, monitoring, and configurations deployed by Centralized Services (RMM, EDR, monitoring, and backup) are present, reporting, and functioning as intended, and flag anything misaligned to Centralized Services.
• Maintain a comprehensive, current overview of each client's environment, including hardware, software, cloud services, business application support, and warranty status, so that every delivery area can work from the same information.
• Review past support tickets to identify recurring issues and develop strategies to reduce reactive ticket volume through configuration changes, automation, standards, or targeted end user training.
• Build and maintain a technical relationship with each client's decision maker, point of contact, and end users, so they understand the alignment process and what to expect when the vCIO discusses recommendations.
• Support the vCIO and Project Services in solution development by supplying environment detail and technical validation for statements of work and Work Breakdown Structures.
• Document client environments thoroughly in IT Glue, including the Client Overview Document, device configurations, credentials, and runbooks, so that the ROC has the information needed for efficient troubleshooting and issue resolution.
• Take an active role in the Technology Alignment Committee, contributing to the Preferred Stack, the Security Baseline, and the Standards Library, and supplying feedback when a standard is not valuable or cannot be answered objectively.
• Provide environment context to the ROC on escalated tickets, flag recurring issues, hand off issues found onsite with tickets detailed enough to act on, and submit proactive cleanup tasks. Unscheduled reactive requests raised during a visit are routed to the ROC.
• Serve as an advisor for escalation resources for support issues on assigned accounts that cannot be resolved by the support team, including availability outside standard business hours for critical issues and scheduled maintenance windows.
• Maintain accurate and detailed time entries and notes in Autotask and IT Glue, logging time promptly rather than batching entries.
• Work with the Onboarding Manager to complete any outstanding onboarding items within two weeks of a new client being added.
• Stay informed about emerging technologies and industry trends to continuously improve alignment standards and service delivery.

KEY PERFORMANCE INDICATORS:

• Tickets per endpoint: meets the current company quota schedule for tickets per endpoint per month across assigned clients, with a standing goal of .50 or fewer.
• Client visits: 100% of assigned clients receive their scheduled visit within the tier-based engagement cadence.
• Alignment reviews: one completed per assigned client per required cycle, with every category due for that cycle completed, submitted to the assigned vCIO on or before the due date.
• Client onboarding: initial alignment review, Client Overview Document, and Centralized Services tool verification completed within 30 days of a new client being assigned.
• Visit follow-up: same-day follow-up summary to the point of contact after every visit, including the alignment score.
• Standards participation: active participation in the Technology Alignment Committee, contributing to standards that reflect industry’s best practices.
• Documentation accuracy: client and project documentation in IT Glue is current, complete, and usable, as measured through manager audits and peer review.

KNOWLEDGE, SKILLS AND ABILITIES:

1. 1. Knowledge:This position requires a minimum of 5 years of hands-on IT engineering experience, including Microsoft technologies such as Windows Server, Active Directory, Entra ID, Microsoft 365, and Azure; server virtualization (VMware, Hyper-V); networking including LAN, WAN, VPN, and wireless; and backup and disaster recovery solutions. Experience in an MSP or multi-client environment is preferred, and familiarity with the TruMethods technology alignment framework is a plus. Working knowledge of Datto RMM and EDR, Autotask PSA, IT Glue, and myITprocess is preferred. Associate's degree or equivalent from a two-year college or technical school in Computer Science, Information Technology, or a related field. Industry certifications such as CompTIA A+, Network+, or Security+, Microsoft role-based certifications, or Cisco CCNA are a plus.
2. 2. Skills:Excellent communication and interpersonal skills, including the ability to communicate professionally and positively with clients and internal teams and to explain the alignment process to a non-technical point of contact. Strong problem-solving and analytical skills, with the ability to synthesize information, research data, and design workflows and procedures. Strong documentation skills. Customer service focus, with the ability to manage difficult customer situations, respond promptly to client needs, and meet commitments.
3. 3. Abilities:Ability to work independently and as part of a team. Ability to adapt to changes in the work environment, manage competing demands, and deal with frequent change, delays, or unexpected events. Ability to manage multiple tasks simultaneously and prioritize work accordingly. Ability to understand the business implications of technical recommendations and align work with client goals. Ability to set and achieve challenging goals and measure oneself against a standard of excellence. Ability to work Monday through Friday during business hours with occasional evening and weekend work, to travel to client sites as required, and to occasionally lift or move up to 50 pounds.

Benefits & Perks:

We believe in taking care of our team both professionally and personally. That’s why we offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance.

Financial & Retirement

• 401(k) with company match to help you plan for the future
• Referral bonus program. Get rewarded for bringing great people to the team.

Health & Wellness

• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Company provided Life Insurance, STD, LTD and AD&D
• Employee Assistance Program (EAP) for confidential counseling and support services
• Paid Time Off starting on your hire date
• Sick Time Off
• Employee Discount Program for added savings

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