Technology Alignment Manager

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.

Summary:

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.

Duties and Responsibilities:

• Onsite to client-sites daily for full-day visits. Tasks include but are not limited to: 
  • Daily prep (Review open tickets, projects, CSAT issues, and recent vCIO discussions)
  • Daily In person Check-In with client POC
  • Audit tasks
  • Check in with all users
  • Daily time entry of work performed
  • End of day checkout 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.
• Utilizes 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.

Qualifications Requirements/Job Specifications:

Education:       Associates degree in computer science OR equivalent combination of education and work experience. Desired: Professional IT certifications or equivalent.

Experience:     2-3 years of IT experience. Experience working in a team-oriented, collaborative environment.  

Standards:       Ability to follow standards as outlined in the cb20 Company Manual.

Skills:                 Working knowledge of two or more 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; multitask and promote department success; analyze and document technology stacks.

Working time:  40 hours/week. All other times as defined by the demands of the customers and department’s needs.