Technical Alignment Manager

Exceptional Service. Endless Improvement. Passionate People. Honest and Forthright. These values guide everything we do, and we achieve them thanks to the diverse and collaborative efforts of our team. We are dedicated to creating a supportive environment where every team member can thrive. This includes fostering learning, professional growth, and valuing each team member’s input, all within a culture that promotes work-life balance and a strong sense of belonging.

Description: The Technical Alignment Manager (TAM) is responsible for ensuring the technical health and alignment of assigned clients by serving as the primary technical resource and operational expert. The TAM bridges the gap between Account Management, Service Pods, and Professional Services by proactively monitoring, auditing, and aligning client infrastructure with industry best practices and Charles IT standards. This role ensures accurate documentation, process improvements, and proactive issue resolution, ultimately contributing to high-value client engagement. 

Responsibilities:

• Conduct stack alignment audits to ensure deployment parity and consistency. 

• Perform monthly user count audits and update billing information accordingly. 

• Monitor and identify trends or recurring technical issues through ticket analysis. 

• Provide feedback and insights to Service Pods on potential blind spots and service trends. 
• Own IT Glue documentation for assigned clients, ensuring up-to-date and complete records. 

• Influence and maintain SOPs for onboarding, workstation setups, and decommission procedures. 

• Develop and automate procedures to improve team synergy and operational efficiency. 
• Prepare technical content for QBRs, audits, and other client meetings. 

• Collaborate with AMs on post-meeting documentation to streamline follow-ups. 

• Assist Technical Solution Architects (TSAs) with project scoping, ensuring technical feasibility and smoother preparation. 
• Monitor proactive tasks and address issues through fellowship work pools when underutilized. 
• Other duties as assigned

Requirements

• 3+ years experience as a system administrator or equivalent MSP team. 

• Experience with technical auditing, documentation ownership, and proactive service delivery. 
• Strong knowledge of networking, virtualization, and cloud infrastructure. 

• Proficiency in technical documentation tools, especially IT Glue. 

• Excellent communication skills for collaborating with AMs, Service Pods, and TSAs. 

• Ability to identify trends and proactively resolve issues before they impact the client. 
• Microsoft Azure Administrator Associate or Microsoft 365 Modern Desktop Administrator Associate. 

• CCNA or CompTIA Security+/Network+. 

• VMware Certified Professional (VCP) or Azure Virtual Desktop Specialty. 

• ITIL Foundation Certification (preferred). 

Benefits

Charles IT offers a competitive benefits program including Medical, Dental, Vision, Life, Disability, Paid Holidays, PTO, 401K, and bonuses. In addition, we offer free dry cleaning, a fully stocked break room, Friday team lunches, paid training, team-building outings every quarter, professional development and so much more!

Our Commitment to Inclusion:
Charles IT is committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected category. We welcome and encourage diverse perspectives.

The information contained in this job description is for compliance with the American with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties performed for this position. Additional duties may be required.

If you’re excited about contributing your expertise to a fast-growing company that values innovation and teamwork, we’d love to hear from you!