• Location: La Verne, CA (hybrid) - Onsite with client visits in Valley area
• Reports To: Technology Alignment Team Lead
• Department: Technology Alignment
• Type: Full-time • Onsite • 8am-5pm PST

Why This Role Exists

Every reactive ticket is a symptom of technology that drifted out of alignment. Most MSPs wait for the outage; we prevent it. This role exists to keep every client's technology aligned, benchmarked, and documented - closing gaps before they become downtime and turning findings into a smarter, more proactive service model.

You are accountable for: every assigned client benchmarked and scored on schedule, and each scheduled service day runs at least 90% proactive - with findings documented and reviewed with the client.

What You'll Own

• Benchmarking & scorecards. Review each assigned client's LAN/WAN and configurations against MSP and industry standards, on schedule, using the benchmarking platform.

• The Scheduled Service Day. Run BDOS and EDOS client meetings, complete Unique Client Checklists, and deliver and review the TAE Service Day Deliverable - holding 90% proactive / 10% reactive or better.

• Fewer reactive tickets. Close the misalignments that drive reactive work, pushing Tickets per Endpoint per Month and average resolution time down.

• Documentation & SOPs. Build and maintain the client technical documentation library and client-specific SOPs - app installs, new-user setups, endpoint config.

• Sharper standards. Contribute benchmarks to the Standards Committee and keep the standards library evolving.

• Revenue from findings. Surface project opportunities from what you find and feed the vCIO preflight and Technology Business Review (TBR) process.

What Success Looks Like

• Every assigned client is benchmarked and scored on schedule - 100%.

• Scheduled service days run 90% proactive or better.

• Tickets per endpoint and resolution times trend down quarter over quarter.

• Documentation and SOPs stay current - nothing lives only in your head.

Who Thrives Here

• A proactive builder who would rather prevent the fire than fight it.

• Methodical and documentation-loving - finishes the scorecard and writes the SOP.

• Client-facing and credible: can walk an office, run a client meeting, and explain risk in plain business terms.

• Disciplined with time; protects the proactive agenda when reactive work piles up.

• A team player who does clean warm handoffs with the vCIO, Service Desk, and Projects.

This role is probably NOT for you if...
• You live for hero-mode reactive firefighting and the buzz of clearing a huge ticket queue.
• You avoid documentation or treat SOPs and checklists as someone else's job.
• You won't educate clients or hold the proactive line when reactive work piles up.
• You resist standardized process and a set benchmarking schedule.
• You'd rather work solo than hand off cleanly.

Living Our Values

• Driven by Purpose - proactive alignment is how we keep clients stable, secure, and downtime-free.

• Outcomes over Effort - success is a down-trending reactive curve, not tickets closed.

• Growing, Not Knowing - you stay curious, keep learning new tech, and sharpen the standards.

• Human Centric - you protect the client relationship with honest education and reliable follow-through.

Requirements
Must have

• 5+ years of hands-on infrastructure experience (LAN/WAN, servers, endpoints, RMM and security tooling) in an MSP or equivalent environment.

• The ability to benchmark systems against standards and translate findings into client-facing risk and business value.

• Strong documentation skills - SOPs, checklists, and a technical library kept current.

• Professional client communication; for the onsite track, comfort leading client meetings and reliable transportation for visits.

• A non-negotiable gate: you can show hands-on proactive benchmarking / technology-alignment work you personally performed - real infrastructure reviewed against standards, findings turned into documented risk, and a client-facing recommendation.

• Based in or able to commute to La Verne, CA for 8am-5pm PST-aligned hours

Nice to have

• Bachelor's degree or equivalent; CompTIA Network+ or Security+ (CISSP / Six Sigma for a Senior TAE track).

• Experience with a technology lifecycle / benchmarking platform (myITprocess, vCIO Toolbox, or Lifecycle Insights).

• Compliance and auditing familiarity, and business acumen for framing findings as risk and ROI.

Tools you'll use

The ConnectWise platform (PSA, RMM, CPQ, and more); a technology lifecycle / benchmarking platform; IT Glue and SharePoint; Microsoft Azure, Microsoft 365, Microsoft 365 Copilot and Copilot Studio.

How You'll Use AI

Modern IT is an AI-first company, and this is an AI-first role. You'll use Microsoft 365 Copilot extensively to work faster and more consistently - drafting SOPs and documentation, summarizing benchmarking findings into client-ready language, and prepping the Service Day Deliverable - and you'll build agents and automations in Copilot Studio to take repetitive work out of the benchmarking and documentation cycle. You validate every output for accuracy before it reaches a client.

Benefits

Estimated Market Salary Range: $80,000 - 110,000 annually, with flexibility based on experience and overall qualifications. Final compensation will align with skills, market data, and internal guidelines

Modern IT offers a comprehensive benefits package designed to support employee wellbeing, financial security, and work-life balance. Full-time employees are eligible for the following benefits:

Health & Insurance Benefits

• Medical insurance (HMO, PPO, Nationwide, and High-Deductible Plan options)

• Coverage effective Day 1

• Modern IT contributes toward employee and dependent premiums

• Basic Life and AD&D insurance (up to $50,000 provided by Modern IT)

• Optional supplemental Life and AD&D insurance (employee, spouse/domestic partner, children)

• Long-Term Disability insurance (employer-sponsored; effective after 3 months)

• 60% of earnings up to $10,000/month

• Optional Dental and Vision insurance (effective Day 1 if elected)

Health & Wellness Programs

• Medical Flexible Spending Account (FSA)

• Health Savings Account (HSA) for HDHP participants

• Health Advocacy Program (24/7 support for claims, billing, scheduling, coordination)

• Employee Assistance Program (confidential counseling and resources)

Additional Voluntary Benefits

• Critical Illness, Accident, and Disability coverage

• Perks at Work (discounts on travel, electronics, home goods, etc.)

• Adoption Assistance Program (up to $1,500 reimbursement)

• Commuter Benefits Program (pre-tax transit/parking)

Time Off & Holidays

• 80 hours of PTO per anniversary year (for new full-time employees)

• 6 paid sick days per anniversary year

• 7 paid company holidays

• Up to 2 floating holidays per calendar year

Retirement

• 401(k) plan with employer match

• Eligibility begins the first day of the month following 3 months of employment

Ready to Build Something That Matters?

If you are a senior technical leader who takes ownership, challenges the status quo, and wants to help reinvent IT for the AI era, we would love to talk.

This role is for someone who wants to build, improve, and create real impact - not just execute tickets.