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!

The Technology Alignment Manager (TAM) is responsible for the proactive technology alignment of an assigned book of clients. Through scheduled onsite and virtual visits, the TAM maintains a current understanding of each client environment, assesses it against GFI Digital's standards in myITprocess, documents it thoroughly in IT Glue, and identifies the gaps, risks, and recurring issues that drive reactive support. The TAM also owns the alignment side of new client onboarding: the initial assessment, baseline documentation, and tool verification that set a new client's first roadmap.

The TAM works closely with the assigned vCIO, who owns the client's roadmap and budget conversations, and with the Reactive Operations Center (ROC), which owns day-to-day ticket resolution.

The purpose of the role is to reduce the need for reactive support through alignment, documentation, and standards enforcement, to build a technical relationship with each client that makes the vCIO's recommendations land, and to serve as an escalation resource when the ROC needs environment context or an issue cannot be resolved by the support team. Alignment is analysis, not fixing: the TAM identifies where a client is out of alignment and routes the fix through the right team.

The TAM reports to the Manager of Technology Alignment.

• Conduct scheduled onsite and virtual visits for all assigned clients according to the tier-based engagement model, complete the TAM Onsite Checklist and speak with the point of contact and end users on every visit.
• Structure every visit according to the alignment process: an opening meeting with the point of contact, proactive alignment and maintenance work, limited reactive work scheduled in advance for that visit, a closing wrap-up, and a same-day follow-up summary to the client.
• Own the alignment portion of new client onboarding: complete the initial Technology Alignment review against the onboarding-tagged standards, build the baseline IT Glue documentation and verify Centralized Services tooling.
• Perform Technology Alignment reviews in myITprocess for each assigned client on the required cadence, completing every category due for that visit and scoring every standard honestly with gap findings documented in real time.
• Identify and document technology gaps, risks, and non-compliance items during every visit with clear remediation recommendations, and submit findings and project intake requests to the assigned vCIO following each visit.
• Verify during every visit that the tools, monitoring, and configurations deployed by Centralized Services (RMM, EDR, monitoring, and backup) are present, reporting, and functioning as intended, and flag anything misaligned to Centralized Services.
• Maintain a comprehensive, current overview of each client's environment, including hardware, software, cloud services, business application support, and warranty status, so that every delivery area can work from the same information.
• Review past support tickets to identify recurring issues and develop strategies to reduce reactive ticket volume through configuration changes, automation, standards, or targeted end user training.
• Build and maintain a…