Job Description

Job Description

Job Description

About the Role

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. 

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

Essential Duties and Responsibilities:  

Technical Alignment Management 

• 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 during onsite reviews. 
• Help build and maintain our Standards Library. 
• Identify technical risks. 
• Perform regular ticket reviews to drive down reactive tickets. 
• Build a strong relationship with the client. 
• Update system documentation. 
• Meet with our Virtual CIOs (vCIOs) to identify areas where clients are outside our technical alignment standards. 
• Communicate with clients to keep them informed of incident progress and notify them of impending changes or agreed-upon outages. 
• Participate in on-call rotation for after-hours support as required. 

Professional Services 

• Complete onsite and remote projects with our Professional Services team. 
• Provide advanced technical support during project implementations to ensure seamless integration and minimal disruption. 
• Maintain comprehensive project documentation, ensuring that all modifications, issues, and solutions are accurately logged and are clear for both client and team reference. 
• Communicate with clients throughout the project lifecycle to keep them informed of progress, decisions, and potential impacts. 

Additional Duties and Responsibilities:  

• Manage and resolve escalated technical issues and complex technical problems. 
• Participate in on-call rotation for after-hours support as required. 
• Improve customer service, perception, and satisfaction. 
• Improve opportunities for process improvements and contribute to the development of best practices for incident management. 
• 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 ConnectWise products by completing assigned training materials and blueprints in the ConnectWise University. 
• 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 accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• Excellent listening and communication 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 Bmore’s key IT services for which support is being provided. 
• Understanding of our 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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