Technical Alignment Team Manager

About the role

Founded in 1969, Metro Sales Inc. built its reputation selling office supplies and equipment across the Twin Cities. Decades later, we've grown into one of the largest office technology and solutions providers in the Midwest. Today, MSI Metro Sales Inc., a 100% Employee-Owned Company, stands as an industry leader in hardware, software, and managed services. MSI Metro Sales Inc. is seeking an Employee Owner, Technical Alignment Team Manager, to lead the team of Technical Alignment Managers (TAMs) who are responsible for the technical environment assessments, documentation and identifying opportunities for improvement of our managed services clients. This is a technical leadership role with a primary focus on developing the TAM team, maintain adherence to MSI’s quality, service standards and turning proactive alignment into measurable outcomes for our clients.

Responsibilities

• Build upon a team culture grounded in MSI core values: Intentional, Partnership, Integrity, Collaboration, World Class, and Proactive.
• Lead, coach, develop and maintain the TAM team development plans, and conduct yearly performance reviews.
• Lead TAM onboarding efforts to get them up to speed on process procedures and technical standards.
• Partake in Ride-alongs to observe technical execution and client interaction for ongoing training.
• Participate in hiring interdepartmental Technical Leadership and Quality Assurance.
• Serve as the technical escalation point for the TAM team on complex client environments and vulnerabilities.
• Review and hold the quality benchmark on TAM technical output: standardization of expectations, security risk and network assessments.
• Provide documentation for support and recommendations to the assigned Business Alignment Manager (BAM).
• Ensure the team is current in certifications and education adaptations of the evolution of technology.
• Audit documentation quality, drive consistency, and ensure support readiness across every managed client.
• Assist TAMs in generating thorough and consistent project scope of works.
• Manage team's performance metrics and client assignments.
• Perform weekly team TAM meetings