Client Technology Manager

Job Title: Client Technology Manager

Location: Tekscape Office, NYC 

Travel Required: As needed to client sites.

Term: Full Time 

Reports to: Director of Cloud and Infrastructure Technologies 

Salary Range: $95-150k (Annual) 

About Tekscape:  

Tekscape is a recognized managed IT services company since 2007, headquartered in New York City. Currently, we operate via two physical locations in the United States. Based on our engineers’ deep technical knowledge and leveraging our strategic relationships with the world’s leading cloud providers, Tekscape excels at supporting companies globally with information technology solutions. We work in a collaborative environment that fosters and rewards innovation. Tekscape services include managed IT, managed security services, cloud computing, compliance, and collaboration. 

Job Description: 

The role provides technology infrastructure management expertise in the deployment, migrations, and delivery of our client’s on-prem and cloud infrastructures. This includes support of advanced day to day operations for the following but not limited to; Datacenter, Cloud, Systems, Networking and Desktop (VDI or physical).

Role:

The Client Technology Manager position is a high impact HANDS-ON leadership role, responsible for delivering IT managed services to client accounts with the support of a dedicated technical team. This leader oversees customer relationships, manages client expectations, liaises with various internal engineering teams and other stakeholders to ensure customer success.  The Client Technology Manager spearheads projects to modernize client infrastructure. S/He will work in a team environment to deliver exceptional levels of technical expertise and customer service. S/He will be an escalation point for engineers on the infrastructure and service teams for any client escalations.

As a Client Technology Manager, you are not just a technical expert; you are a trusted advisor, a problem solver, and a strategic partner to your clients. Your ability to effectively communicate, understand, and address their technical needs is instrumental in driving their success and fostering enduring relationships.

Responsibilities:

• Oversee technology services for a portfolio of Tekscape clients in various industries including financial services, legal, medical, education, and other business verticals.
• Liaise between clients and technical teams and are the embodiment of technical expertise and client-centric service. Your role is pivotal in establishing and maintaining strong relationships with clients, ensuring their technological needs are understood, communicated effectively, and addressed promptly.
• Understand the needs, goals, and challenges of each client. Actively listen, asks pertinent questions, and grasps the intricacies of their business processes.
• Understand clients’ objectives to provide tailored technical solutions that align with their strategic vision.
• Proactively identify potential technical challenges or opportunities for improvement, preemptively addressing issues before they escalate.
• Enable clients using latest technology trends surrounding Information Security and Cloud Services (IaaS/SaaS)
• Functionally and disciplinarily leads a team of System Engineers and act as an escalation point to all engineers
• Maintain accurate and up-to-date records of customer interactions, project details, and technical configurations that include detailed infrastructure and network diagrams.
• Diagnose and resolve complex network issues, including connectivity, latency, and performance problems.
• Serve as a Technical Architect and be accountable for client technical escalations and subsequent resolutions.
• Advanced configuration and support for server and infrastructure, virtual infrastructure and networks. Collaborate with project team to ensure successful delivery of project implementations, migrations, and upgrades, which include but not limited to mail system migrations, cloud site migrations, new office constructions and new technology deployments.
• Hands-on support of client configurations as they pertain to in-house proprietary standards and practices.
• Participate in vendor due-diligence exercises, security reviews, data integrity & availability services.
• Responsible for routinely recording ticket time accurately and updating ticket progress regularly in accordance with engineer policies.
• Produce documentation of solutions for engineers to follow.
• Participate in after-hours on-call rotation for technical services support/Help Desk.

Job Knowledge/Skills:

• 10+ Years of experience supporting client infrastructure (In manage services provider business environment as a preference)
• Excellent written and verbal communication skills applicable to a customer-facing role
• Strong technical and client-facing documentation/presentation skills
• Ability to bridge the gap between technical complexities and client comprehension. Ability to translate intricate technical details into layman's terms that are easily understandable and relatable to the Clients.
• Excellent planning and organizational skills, as well as sound, independent judgment
• Strong troubleshooting skills to assist with resolution and escalation of client incidents and service requests.
• Hands-on experience with enterprise systems architecture and components such as AD, DHCP, DNS, SMB/CIFS, TCP/IP, Firewalls, Switching, WAN, VPN, Storage, Server and Desktop Virtualization, DevOps, Cloud Services, software deployment, etc.
• Experience with Microsoft Windows server operating systems and technologies (Win Server 2008 – 2022)
• Experience with on-premises and cloud-based Microsoft Email Solutions (Exchange 2013-2019 & Office 365)
• Experience troubleshooting problems within a remote desktop or virtual desktop platforms (VMware Horizon, Citrix and Microsoft AVD)
• Experience managing and supporting of public cloud platforms (AWS and Azure)
• Experience managing and supporting client virtualization platforms and environments (VMware ESX & Microsoft Hyper-V)
• Experience with group policy configuration, troubleshooting and deployment.
• Hands on experience in deployment and management of routing, switching, wireless, and security appliance technologies using vendors such as Cisco, Meraki, and Palo Alto Networks.
• Solid understanding of ConnectWise or equivalent ITIL based Professional Services Automation platforms ("PSA")

Pluses:

• Experience installing SAN Storage and configuring it with VMWare / Hyper V platforms.
• Experience with Converged and Hyper-Converged Technologies.
• Experience maintaining and troubleshooting a Hyper-V environment with a Failover Cluster or managed by SCCM
• Experience maintaining and troubleshooting a VMware environment with Clustering and managed by vCenter.
• Previous experience working within ConnectWise (Automate) ecosystem.
• Scripting and automation experience using PowerShell
• Microsoft, VMWare, and Cisco certifications

Education and Experience:

• Minimum of 10 years plus experience with the maintaining, troubleshooting, and supporting of various technology environments
• Bachelor's degree or higher

Key Performance Indicators (KPIs):

• Client satisfaction rate of 90%+
• Annual KPI of 1700 engineering hours (142 Monthly)
• Service Ticket & Time Compliance Policy adherence of 95%+

Tekscape employees enjoy the following benefits:

• Excellent Benefits (including medical, dental, vision, life insurance, HSA/FSA
• Paid Parental Leave (NYS Paid Family Leave)
• 401(k) plan with matching company contribution
• Vacation/ Paid Time Off / Sick Leave / Floating Holiday
• Professional Development Programs
• Employee Referral Programs
• Corporate-Branded Swag & MORE

We are an Equal Opportunity Employer that truly believes in the benefits of diversity Tekscape

engages all employees proactively in all aspects of the business to provide them with

experience and exposure to a wide range of IT environments and technologies, allowing for a

diverse, creative, and thoughtful development of their skills and knowledge

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