Technical Project Manager

Overview

Key Technologies

• Windows 11+
• Windows Server 2022+
• Apple Operating Systems
• Microsoft 365
• Microsoft Azure
• Microsoft Intune & Autopilot
• Microsoft Defender & Sentinel
• Microsoft Azure Virtual Desktop
• Microsoft Lighthouse & GDAP

Key Responsibilities

• Technical: 25%
• Project Management:65%
• Leadership: 8%
• Special Requirements: 2%

Technical Responsibilities: 25%

• Act as a liaison between clients and technical staff.
• Perform daily client work remotely and occasionally on-site.
• Function as the client interface for phone and ticket thread intake.
• Provide support Monday-Friday, 8AM-5PM ET, and periodic after-hours work as required.
• Perform tech tasks as self-assigned and assigned by tech managers.
• Proactively identify, prioritize, diagnose, troubleshoot issues and deliver accurate tech work.
• Walk clients through the problem-solving process in plain language terms, on their tech level.
• Maintain awareness of current work and status, managing tasks through to successful closure.
• Ensure proper recording, documentation, and closure of all client inquiries using online tools.
• Effectively utilize online tools: Zendesk, Asana, Airtable, OneNote and other tools as required.
• Record and document tech processes to contribute to the TurnPoint Tech Manual.

Project Management Responsibilities: 65%

• Lead our standing engineering meeting (3x a week, with varying frequency during busy times).
• Assist with new client onboarding (from the potential new client assessment, TurnPoint Security Package, network and computer replacement projects, licensing migration, on-premises to cloud migrations, etc.)
• Organize daily activities based on the current projects and goals of the organization.
• Monitor projects and oversee all projects (even ones you are not directly responsible for) to ensure deliverables and goals are met.
• Work with senior management to revise plans for the team (including resource allocation).
• Ensure that team members have access to the necessary resources (hard and soft resources).
• Work with direct managers to ensure expectations and due dates are being met.
• Improve time efficiency and velocity of task completion across the team.

Leadership Responsibilities: 8%

• Exemplify and champion superior client communication and service.
• Emphasize quality, continuous improvement, and high performance.
• Enact and champion company policies.
• Balance support ticket threads, task execution, and project work for timely completion.
• Function as a customer success escalation resource (particularly in the 8AM – 11AM ET window).
• Adhere to workflow best practices: attention to detail, thoroughness and follow-through.
• Mentor and train the tech team, including project management, customer success, best practices, etc.

Special Position Requirements: 2%

• Obtain and maintain technical certifications as required. 
• Other duties as assigned.

Physical Demands & Work Environment

• Ability to move equipment and lift 50 lbs. as required.

Initial Performance Goals

• During your first 90 days, you will set five performance goals (OKRs) in Lattice and, where necessary, work with your manager and the Manager of Service Delivery to define how those goals are measured and tracked.
• Successfully manage and complete at least one client project and one client onboarding in the first six months with positive client feedback. There will be a discussion in the first 90 days about what constitutes a completed project and onboarding.

Summary

Benefits

Job Location

Equal Opportunity

Salary Range

Application Process