Technical Alignment Team Manager

• 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 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. Documentation for support and provide recommendations to the assigned Business Alignment Manager (BAM).
• Ensure team is current in the certifications and education adaptions of the evolution of technology
• Audit documentation quality, drive consistency and, support ready across every managed client.
• Assist TAM’s in generating thorough and consistent project scope of works.

Operational Excellence and Performance Management

• Manage team’s performance metrics and client assignments.
• Perform weekly team TAM meetings, monthly individual performance metrics, as well as compile a summarized assessment of team performance and client technical profile audits summaries to the Director of IT Customer Experience monthly.

Partnership and Cross Functional Collaboration

• Collaborate with Business Alignment Manager (BAM) In creating world class cross-functional teams
• Driving adoption of the Partnership Alignment Roadmap, moving clients from reactive support to proactive.
• Build interdepartmental team alignment through standardization, communication, quality and camaraderie.
• Audit and maintain TAM roadmaps in preparation for Quarterly Business Reviews.
• Support and participate as the technical leader escalation point as needed.

• 5+ years in IT services, managed services, or enterprise IT, including 3 or more years in a hands-on infrastructure engineering or senior technical role.
• Demonstrate senior level technical depth across an MSP environment, with the ability to independently assess, troubleshoot, and make recommendations on business objectives.
• 2+ years leading, managing, or formally mentoring a technical team.
• Familiarity with security frameworks and compliance such as NIST, CIS Controls, HIPAA, and PCI.
• The ability to read utilization, ticket trends, and Profitability reporting and translate them into a plan of action.
• Exhibit excellent written and verbal communication.
• Valid driver’s license
• Clean driving record
• Reliable transportation, and the ability to travel to client sites as needed

Preferred:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience.
• Prior experience in an MSP with building and maintaining a technical standards library.
• Experience in managing and developing a growing team.
• This position is onsite, 5 days a week at our Roseville, MN location; relocation is not budgeted for this role, local candidates will be given priority consideration.

What We Offer:

• Medical, Dental, and Vision Insurance
• Short- and Long-Term Disability Program
• Life Insurance
• Educational Development Benefits
• Employee Stock Ownership Plan (ESOP) + Gainshare - because your success is also your investment
• 401(k) + Match
• Paid Time Off (PTO)
• Paid Volunteer Days! - Give back alongside your peers in the community

BASE: $70,000-$90,000 + monthly performance bonus opportunity. MSI Metro Sales Inc. Vision: Our Employee-Owners are the engine behind everything we achieve. We’re committed to building an environment that offers meaningful challenges, continuous growth, and real financial rewards. When you join MSI, you’re not just taking a job - you’re building a career and investing in something you can call your own. All applicants must be authorized to work in the United States for any employer without current or future visa sponsorship needs or requirements. MSI does not sponsor any type of employment visas, including but not limited to H-1B, F-1 OPT/CPT, TN, or other work authorization programs at this time.

All offers of employment are contingent on successfully completing MSI’s standard pre-employment screenings.

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., * Build upon a team culture grounded in MSI core values: Intentional, Partnership, Integrity, Collaboration, World Class, and Proactive.