About the RoleThis is not a help desk role. It is a prevention role.
The Technical Alignment Manager is responsible for keeping client environments healthy, secure, and aligned to standards. You are the person who finds risk before it becomes an outage. You assess infrastructure, identify misalignments, and drive improvements that reduce reactive support and strengthen operational stability.
You spend most of your time proactively reviewing environments, documenting systems, and working with clients and internal teams to keep technology aligned with best practices. The goal is simple: fewer surprises, fewer support emergencies, and better performing systems.
This role sits at the center of the Technology Success process. You build strong technical relationships with clients, partner with the Client Success Manager on strategic alignment, and ensure service teams have the documentation and visibility they need to support each environment effectively.
What You'll DoTechnology Alignment
- Perform regular technology alignment assessments of client environments using the Technology Alignment Process (TAP)
- Evaluate infrastructure against company standards and best practices
- Identify misalignments, risks, and performance issues within client systems
- Recommend and track remediation actions that improve reliability and security
Documentation and Environment Knowledge
- Maintain detailed documentation of client environments including hardware, software, and cloud services
- Record configurations, warranty status, and infrastructure components
- Ensure documentation is accurate and accessible for service desk and centralized service teams
Client Communication and Reporting
- Produce alignment reports outlining risks, findings, and improvement recommendations
- Review alignment scores and environment health with client stakeholders
- Conduct short meetings during on site visits to review work completed and next priorities
Cross Team Collaboration
- Work closely with the Client Success Manager (CSM) and vCISO to ensure alignment findings support strategic technology planning
- Coordinate with service desk and centralized services to address identified issues
- Verify that monitoring, automation, and service tools are functioning properly in client environments
Proactive Environment Management
- Spend the majority of client visit time on proactive alignment work
- Limit reactive support work during visits and guide end users to the service desk for immediate issues
- Maintain a forward-looking view of environment health and risk reduction
What You Bring- 2 to 5 years of experience in IT systems administration, technical consulting, or managed services
- Strong understanding of infrastructure, networking, and systems administration
- Ability to assess complex technical environments and identify operational risk
- Excellent documentation discipline and attention to detail
- Clear communication skills and the ability to explain technical issues to non technical stakeholders
- Strong collaboration skills across technical teams and client stakeholders
Nice to Have- Experience working within a Managed Service Provider environment
- Familiarity with remote monitoring and management platforms
- Certifications such as CompTIA Network+, Microsoft Azure Fundamentals, or Certified Information Systems Auditor (CISA)
