TECHNOLOGY ALIGNMENT MANAGER (TAM)

Position Summary

The TAM is responsible for managing the network and server infrastructure of our managed services Clients, serving as the primary point of contact to ensure that service delivery aligns with Horizon’s technology standards. This role requires developing in-depth knowledge of Client networks and their business goals and objectives requiring a strong technical and business acumen. The TAM will also focus on identifying opportunities to reduce reactive support tickets and to achieve a high level of Client satisfaction through the ongoing and consistent alignment of the Client infrastructure with established and emerging standards. This role provides services to:  

·       Horizon Internal – focus on ensuring Horizon’s technology standards are kept current and documented for use in managing Horizon’s Clients.

·       Horizon Clients – ensuring our Managed Services Clients’ infrastructure and data are optimized and aligned with established technology standards.

Position Description

·       Promote and embody the corporate culture and Horizon’s core values in all interactions.

·       Encourage and foster a similar mindset within and across Horizon teams.

·       This role is the ‘face of Horizon’ and is responsible for establishing and nurturing Client relationship management.

·       This role should be able to manage approximately 20 Clients (Client size may impact this number).

·       Develop and maintain a deep understanding of Horizon’s Client networks, including hardware and software inventories.

·       Perform regular onsite reviews and audits including checking server/network health, monitoring tools/application health, and ensuring backups are current.

o   Continually educate clients on proactive alignment over a reactive approach to IT management.

o   Review every established alignment category during each visit.

o   Establish checklists for onboarding new endpoints and Client-specific applications.

o   Conduct restoration tests in collaboration with the Centralized Services team.

o   Ensure issues identified are submitted as a service ticket promptly.

o   Implement and uphold Horizon's technology standards.

o   Scope high level technology replacement requirements and submit to the Inside Sales Representative team for detailed scoping and quote.

·       Define and implement best practices for administration, remote services verification, and IT technology reviews.

o   Define minimum software and hardware alignment requirements to ensure Clients can be effectively managed.

o   Develop and maintain a best practices spreadsheet.

o   Update configuration records in the appropriate content repository.

o   Review logs for anomalies and work with Centralized Services to address.

·       Facilitate simple implementations of new technologies.

·       Monitor and report on Reactive Hours per End Point per Month (RHEM).

o   RHEM should be trending downwards for each Client over time.

·       Collaborate with the Virtual Chief Information Officer (vCIO) to:

o   Assess and mitigate business risks.

o   Evaluate and recommend new technologies, software, hardware and/or upgrades as appropriate taking into account:

•         Client needs and business goals

•         Horizon’s standards

•         Industry best practices

•         Industry trends

o   Submit IT audit reviews to the vCIO and provide actionable recommendations.

·       Ensure Client satisfaction by verifying the proper functioning of technology solutions.

o   Coordinate with the Centralized Services team to identify opportunities to improve network optimization or other opportunities to reduce the number of support tickets for individual Clients and/or across all Clients.

Qualifications:

·       Bachelor’s Degree or Diploma in Computer Science, Information Technology, or related field (or equivalent experience).

• Proven experience in managing network and server infrastructure for managed services customers.

·       Strong technical knowledge and understanding of best practices in IT infrastructure, hardware, software, networking, security, and support.

·       Excellent communication skills, both written and verbal, with the ability to interact effectively with Clients and internal teams.

• Ability to work independently and as part of a team.
• Strong technical writing skills for documentation of Client networks and configurations.
• Experience with PSA tools and IT auditing is a plus.
• Strong problem-solving and analytical skills.

·       Ability to prioritize tasks, meet deadlines, and work under pressure in a fast-paced environment.

·       Commitment to continuous learning and professional development.

·       Familiarity with the TruMethods methodology is a benefit.

·       Must have a valid Drivers License and access to a vehicle for use (mileage expenses will be reimbursed by Horizon).

·       Must be able to lift 50lbs.