Client Technology Manager
6 days ago
Manchester
Job Description General Role Description The Client Technology Manager (CTM) is a senior, client-facing technical role responsible for owning the overall technical health, direction, and success of assigned client environments. The CTM serves as the primary technical steward for each client, ensuring their technology aligns with business goals, standards, and risk tolerance while delivering a consistently high-quality service experience. This is not a people-management role. Instead, the CTM operates as a highly trusted technical partner to clients and an internal point of coordination for service delivery. While the CTM remains hands-on in select technical areas—particularly around projects, planning, validation, and complex decision-making—the role is intentionally designed to focus on ownership, prioritization, and strategic oversight rather than day-to-day execution of recurring system tasks. What You'll Do Client Ownership and Service Delivery Leadership: * Serve as the client’s technical lead and strategic owner, providing oversight, direction, and accountability for the client’s technology environment while partnering with service teams for day-to-day support. * Maintain a holistic understanding of the client's environment, including Windows Server, Active Directory, Azure/Entra ID, Microsoft 365, line-of-business applications, and networking fundamentals. * Drive environment stability and alignment with Mainstay standards through ongoing oversight, proactive planning, and coordination with internal teams. * Review and interpret service and health reporting (including Power BI reports) to identify trends, risks, and priorities, and to inform client conversations. Strategic Planning, Roadmaps, and Compliance Controls: * Own and lead Strategic Planning Meetings (SPM) / Quarterly Business Reviews (QBR), including agenda ownership, preparation, facilitation, and action tracking. * Develop and maintain client technology roadmaps aligned to business needs, risk tolerance, and Mainstay standards. * Identify end-of-life/end-of-support risks and recommend planned proactive replacement cycles for hardware and software. * Identify, recommend, and coordinate implementation of security and business continuity controls, including technical controls, standards, and periodic reviews. * Provide lifecycle planning and technical insight on licensing, subscriptions, and environment needs. Proactive Maintenance and Environment Reviews: * Own recurring proactive reviews and audits, such as backup solution reviews, environment health reporting and analysis, and access/control reviews. * Coordinate recurring remediation and maintenance work with RS and Engineering to reduce risk and improve reliability. * Ensure critical environment documentation stays accurate including network diagrams, configuration records, and onboarding/offboarding procedures. Project Leadership and Cross-Team Coordination: * Assess client needs, recommend solutions, and create proposal requests for Engineering to develop project proposals and cost estimates. * Provide clear technical requirements, constraints, and success criteria, and support Project Management with stakeholder communication and planning as needed. * Maintain oversight of the client's overall environment and roadmap, ensuring projects align with strategic plans and Mainstay standards. * Support project success by validating that the recommended solution meets client needs, while Engineering owns the technical execution and outcomes. Escalation Oversight and Outcome Accountability * Provide technical leadership during client-impacting issues by clarifying business impact, defining priorities, and ensuring appropriate resources are engaged. * Partner with Response Services, Systems Administrators, and Engineering during escalations to provide environment context, strategic direction, and client communication alignment, while those teams own primary troubleshooting and technical execution. * Perform hands-on advanced troubleshooting only in rare or exceptional circumstances where client context, capacity constraints, or transitional needs require temporary involvement. * Ensure root cause is clearly identified, documented, and translated into preventative actions, roadmap updates, or standards-alignment improvements to reduce recurrence and strengthen long-term reliability Workflow, Time, and Quality Management: * Plan and prioritize workload across tickets, recurring responsibilities, and projects, balancing urgency with strategic priorities. * Ensure work is tracked accurately through ConnectWise Manage, including clear notes, time entries, configuration associations, and status updates. * Proactively communicate status, blockers, and next steps to internal teams and client stakeholders. Cross-Team Collaboration and Continuous Improvement: * Participate in team huddles, feedback loops, and retrospectives to improve workflows, standards, and client outcomes. * Collaborate with peers and leadership to identify opportunities for process improvement, automation, scripting, and practical AI-enabled efficiency gains. * Share lessons learned and best practices to strengthen consistency across the the broader service team. Your Background: * 4+ years of experience in full-time IT, including Windows Server administration, Active Directory, Azure/Entra ID, networking, email, and security fundamentals, and Microsoft 365 administration. * Experience in client-facing or consultative roles, with the ability to translate business needs into actionable technical plans. * Strong troubleshooting and problem-solving skills across workstation, server, network, and security domains. * Experience with MSP toolsets, including Ninja RMM and ConnectWise Manage, and the ability to consume and interpret Power BI reporting (or similar). * Expertise in industry standards and best practices. * Microsoft certifications (or equivalent modern Microsoft credentials), CompTIA Network+ and Security+ (or equivalent), an associate's degree in IT, or comparable experience. Skills for Success: * Clear and concise written and verbal communication. * Highly accountable, ownership-driven mindset, with strong reliability and follow-through. * Ability to manage priorities across multiple clients, balancing proactive planning with urgent needs. * Strong interpersonal skills and comfort building productive relationships with client stakeholders. * Continuous improvement mindset - proactively identifies opportunities to streamline workflows, reduce manual effort, and enhance operational efficiency through process refinement, automation, and the practical use of AI tools. Physical Requirements: * Prolonged periods of sitting at a desk and working on a computer. * Must be able to lift 25 pounds at times. * Travel between offices and to client sites will often be required, sometimes with short notice. This description cannot encompass all tasks and could change at any time. Other duties as assigned may be required to achieve Mainstay's vision, mission, and core values. About Mainstay Mainstay Technologies- IT you trust from a team you enjoy. Mainstay Technologies provides a full IT and Information Security department to small and medium size businesses in the northern New England area. As a company in the Best Companies to Work For Hall of Fame, we believe in using the power of technology and of business to help people flourish. This translates to a culture of caring, high-ownership teammates who work hard, enjoy each other immensely, and turn off the work at the end of the workday, to focus on what matters more than work. It is our commitment to people that makes us who we are. We love what we do, and we love who we do it with. We are driven by our mission: to give more than we get. People are always the ends, never the means. In addition to being a Best Company to Work For, we have also been recognized for Coolest Companies for Young Professionals, “Best of Business” for Managed IT Services, and the Torch Award for Marketplace Ethics. We have made the Inc. 500 | 5000 List for fastest growing small businesses 5 times. Benefits This is a full time, salaried position with a full benefits package, including: • A flexible and fun work environment with events, lunch+ learns, ping pong, snacks, games, and books, • 3 weeks of PTO (4 weeks after 2 years) per year, • A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years, • Health, Dental, and Vision Insurance, • Disability Insurance, • Group and Supplemental Life Insurance, • Paid Family Leave, • 401(k) with 3% match, • ESOP!, • Team Profit Sharing, • Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs) We believe in Work-from-Anywhere AND in the value of in-person relationships. We provide nearly unlimited flexibility to work remotely, but we do hold team meetings and all-staffs in person. We also maintain a beautiful office in Manchester, NH and a satellite office in Laconia, and we encourage each team member to choose their own balance of home and in-office work, that maximizes wellbeing. We do encourage all teammates to come in weekly, but it is not required. Applicants must live within driving distance to support clients, onboarding, and ongoing team integration. Application We utilize an Applicant Tracking System for our applications. Please whitelist the following domains to ensure you receive our communications: jazz.co, jazzhr.com, and applytojob.com Powered by JazzHR DJXADKPYLU