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:

As a Technology Alignment Manager, you'll manage technology alignment for a variety of clients. You'll closely collaborate with stakeholders to deeply understand their business needs, ensuring that technology aligns optimally to support their objectives. Through regular on-site visits, you'll not only maintain client environments but also nurture strong client relationships. You'll oversee their technology needs, perform maintenance tasks, and analyze past support tickets to streamline processes and reduce support hours through automation. Working with the vCIO and Project Manager, you'll help develop solutions, ensuring project success. Thorough documentation of client environments will facilitate efficient issue resolution. This position will also serve as an escalation point for support issues that cannot be resolved by the support team. 

In addition to the specific duties and responsibilities outlined in this position description, the incumbent is expected to accept and undertake any necessary tasks and responsibilities as assigned. This may include but is not limited to adapting to emerging priorities, contributing to cross-functional projects, and providing support to other areas of the organization as required. This clause ensures our team remains agile, responsive to change, and aligned with the evolving needs and goals of our organization. We value flexibility, a proactive attitude, and a team-oriented approach, recognizing that the scope of our work may expand beyond predefined roles to meet the dynamic demands of our business environment. 

Duties and Responsibilities: 

• Conduct regular on-site visits to clients to maintain strong relationships, address any emerging needs or concerns and maintain client environment.  

• Maintain a comprehensive overview of each client's environment, ensuring all systems are up-to-date and operating efficiently. 

• Review past support tickets to identify recurring issues and develop strategies to reduce support hours through automation or targeted training. 

• Collaborate closely with business stakeholders to understand their strategic objectives and technology needs, aligning our services to meet these goals effectively. 

• Perform a comprehensive Technology Alignment survey regularly, thoroughly assessing each client's environment from top to bottom. 

• Identify opportunities for technology-driven innovation and improvement, keeping our clients at the forefront of technological advancement. 

• Assist the vCIO and Project Manager in solution development, including creating statements of work and Work Breakdown Structures to ensure project success. 

• Document client environments thoroughly to provide the support team with all necessary information for efficient troubleshooting and issue resolution.  

• Take an active role in the Technology Standards Committee, contributing to the development of standards tailored to our clients' needs. 

• Maintain accurate and detailed time and notes in the PSA and ITGlue 

• Escalation point for support issues, available both during and after standard business hours 

• Stay informed about emerging technologies and industry trends to continuously improve IT support services and processes 

• Work with the Onboarding Manager and complete any outstanding onboarding items within two weeks post onboarding. 

Qualifications: 

• Associate's Degree (AA) or equivalent from a two-year college or technical school in Computer Science, Information Technology or related field   

• Minimum 5 years' experience in IT engineering 

• Minimum 5 years' experience of Microsoft technologies such as Windows Server, Active Directory, Microsoft 365, and Azure  

• Minimum 5 years' experience with server virtualization technologies (VMware, Hyper-V)  

• Minimum 5 years' experience of networking technologies, including LAN, WAN, VPN, and wireless 

• Minimum 5 years' experience with backup and disaster recovery solutions 

• Excellent communication and interpersonal skills 

• Ability to work independently and as part of a team 

• Strong problem-solving skills 

• Preferred Relevant IT certifications such as 

• CompTIA A+  

• CompTIA Network+  

• CompTIA Security+  

• Microsoft Certified Solutions Associate (MCSA) or higher  

• Cisco Certified Network Associate (CCNA) or higher 

• Ability to manage multiple tasks simultaneously and prioritize work accordingly 

• Strong problem-solving skills 

• Ability to work Monday - Friday during business hours with occasional night and weekend work. 

Competencies: 

• Adaptability: Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. 

• Analytical: Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.   

• Business Acumen: Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.  

• Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. 

• Innovation: Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention. 

• Leadership: Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others. 

• Motivation: Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals. 

• Strategic Thinking: Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

Key Performance Indicators for this position:   

1. Client on site visits: Preform monthly scheduled onsite visits to build client relationships and fully understand client environments  

1. Reduce RHEM: Measure success of proactive work and recommending projects by seeing lower RHEM with a goal of .5 tickets per endpoint per month.  

1. Create and Maintain Standards: Active participant on the standards committee, regularly improving our standards with industry best practices  

1. Quality of Deliverables: Assess the quality of deliverables through client feedback and internal reviews. 

1. Documentation Accuracy: Ensure that project documentation is up-to-date and accurate, with minimal errors or omissions. 

Physical Demands & Work Environment: 

• Physical demands: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl; talk, and hear; the employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. 

• Work environment: While performing this job's duties, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate. 

• Travel required: as required. 

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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