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Job Description
Overview:
Empowering Technology Solutions (ETS) is hiring a Technical Alignment & Projects Manager to lead the teams responsible for proactive client outcomes and project delivery. This is a hands-on leadership role for someone who thrives in a fast-paced environment and likes turning chaos into a structured and repeatable process. You'll manage our Technical Alignment team, which is responsible for helping clients stay aligned with standards, lifecycle planning, risk reduction, and future technology needs. You will be expected to further develop this team with new standards, ideas, and processes that enhance customer experience and meet internal company goals. You'll also lead the Professional Services project delivery function, building a more disciplined operating system for how projects are scoped, approved, scheduled, delivered, documented, and closed out. This includes improving handoffs, enforcing change control, protecting project profitability, and making sure completed work is cleanly transitioned back to the service team. MSP experience is required . This role needs someone who understands the reality of managed services: competing priorities, constant change, client urgency, imperfect information, and the need to deliver outcomes — not just activity. What You'll Do Lead and Develop the Team Manage, coach, and hold accountable the Technical Alignment team, currently made up of 2 TAMs. Manage and develop the Professional Services team, currently made up of 2 Systems Engineers focused on project delivery. Set clear expectations for documentation quality, client communication, technical standards, project discipline, and end-to-end ownership. Create a culture where the team owns outcomes, follows through, and continuously improves how work gets done. Elevate Technical Alignment (TAM Function) Strengthen our quarterly client meeting cadence through better preparation, templates, standards, follow-up, and consistency. Ensure every client has a clear technical story, including risk areas, lifecycle needs, security posture, backup health, standards gaps, and remediation priorities. Drive technical standards across the client base and help determine when a client is out of standard. Convert client roadmap needs into a prioritized, trackable project pipeline. Improve the quality and consistency of TAM outputs so roadmap work turns into real client value. Own Project Scope, Delivery Discipline, and Margin Establish and enforce a consistent project workflow in ConnectWise, including intake, scoping, approval, scheduling readiness, change control, delivery, documentation, and closeout. Review and approve project scope before work begins. Protect project profitability by preventing scope drift, enforcing change control, and pausing or escalating work when needed. Run a predictable project delivery cadence, including project reviews, risk tracking, milestone check-ins, and handoff checkpoints. Own project delivery outcomes, including gross margin, budget-to-actual performance, quality, closeout discipline, and reduced rework. Improve cross-team handoffs so completed projects are properly documented, transitioned, and supportable by the service team. Provide Technical Leadership Support the Professional Services team by helping validate technical approaches, troubleshoot blockers, and improve delivery quality. Provide technical coaching, QA, and escalation support without becoming the default catch-all for every issue. Raise the bar for technical decision-making, documentation, standards enforcement, and client-facing recommendations. Build the Operating System Establish and run the rhythms for TAM reviews, roadmap planning, project pipeline reviews, delivery reviews, and retrospectives. Partner closely with the Service Manager to improve handoffs, reduce downstream confusion, and make completed work easier to support. Build repeatable processes, checklists, templates, and documentation standards that make the team stronger over time. What Success Looks Like (First 180 Days) Quarterly client meetings are running from clear templates and standards, with consistent preparation, outputs, and follow-up. TAM roadmaps create a visible, prioritized pipeline of client improvement opportunities. ConnectWise opportunities are being created from qualified roadmap items. Projects move through a clean, consistent workflow from intake through closeout. Project scope, budget, schedule, risks, and handoffs are more visible and better controlled. Project execution is more predictable and profitable, with less rework and stronger closeout discipline. Documentation quality improves across TAM and Professional Services. Clients that are out of standard have a clear remediation path and a consistent communication approach. The Service Manager receives cleaner handoffs and fewer avoidable surprises from completed project work. Qualifications Required Managed Services Provider (MSP) experience in a technical role. Experience managing technical team members and holding them accountable to clear outcomes. Experience leading or directly supporting IT project delivery, including scope, scheduling, execution, documentation, and closeout. Strong client-facing communication skills, including the ability to set expectations, explain standards, and lead remediation conversations. Strong enough technical depth to approve project scope, validate technical approaches, enforce standards, and support troubleshooting when needed. Demonstrated ability to bring structure to a fast-moving environment through templates, checklists, definitions of done, documentation standards, and repeatable operating rhythms. Practical working experience with ConnectWise Manage or similar MSP ticketing/project systems.
Preferred / Highly
Valued Strong experience with ConnectWise Manage, especially project workflows, opportunities, agreements, service tickets, and reporting. Experience with MSP tools such as NinjaRMM, ITGlue, Cisco Meraki, Axcient BCDR, Sophos, Unifi, and other types of MSP systems. ITIL Foundation or equivalent practical service management experience. Experience improving project profitability, agreement margin, client standards adoption, or roadmap-driven project pipeline. Comfort using AI tools such as Claude or similar platforms to improve documentation, analysis, process design, and team efficiency. Technical Experience Candidates do not need to be the deepest engineer in the room, but they must have enough technical depth to lead technical conversations, validate project approaches, and coach technical team members.
VMware, Hyper-V, Azure-hosted environments, SAN/storage concepts, and backup/recovery principles.
Microsoft ecosystem:
Windows 11, Windows Server, Active Directory, DNS/DHCP, Microsoft 365, Intune, Conditional Access, and Entra ID.
MSP platforms and tools:
Cisco Meraki, Ubiquiti, Sophos, Avanan, ConnectSecure, 3CX, Axcient/Datto BCDR, Acronis, DropSuite, Breach Secure Now, or similar platforms. How Success Will Be Measured This role will have a quarterly bonus tied to measurable outcomes across Professional Services and Technical Alignment.
Key performance areas include:
Project gross margin. Projects delivered within approved scope, budget, and timeline. Project closeout quality, including documentation, handoff, and reduced rework. Roadmap forecasts created for the next 12 months. ConnectWise opportunities created from qualified roadmap items. Gross agreement margin across unlimited support customers. Reduction in the number of unlimited support customers below target agreement margin. Quarterly client meeting completion, preparation quality, and follow-up discipline. Adoption of standard processes, templates, documentation expectations, and definitions of done. Compensation & Benefits $80,000 - $100,000 per year Quarterly Bonus (structure to be defined) Paid time off (PTO) and paid holidays Health insurance options (Medical, Vision, Dental) Ongoing training and professional development About ETS (Purpose, Promise, Values)
Purpose:
To empower organizations with outcomes that drive growth, clarity, and confidence.
Promise:
We own the outcome.
Core Values Platform Thinking:
We don't just fix issues - we build better systems.
Ownership of Growth:
We take responsibility for our improvement and share what we learn to elevate those around us.
We Think Bigger:
We don't just solve today's problem — we design for what's next.
End-to-End Ownership:
We own the outcome and deliver results with clarity.
Relationship Excellence:
We treat every relationship as something worth protecting and improving.
Job Types:
Full-time, Permanent Pay:
$80,000.00 - $100,000.00 per year
Benefits:
401(k) Dental insurance Health insurance Paid time off Vision insurance Application Question(s): Are you able to work on-site in Bloomington, IL (full-time)? How many years of managed services provider (MSP) experience in a technical role do you have? Do you have experience directly managing technical team members (performance, accountability, coaching)? Do you have hands-on experience running or leading IT project delivery (scope, change control, closeout, documentation)?
