Technical Project Manager

Summary

Join TurnPoint, a leading Managed Service Provider, as a Technical Project Manager and drive the successful delivery of advanced technical projects, from desktop support to infrastructure design within Office 365 and Azure. You will act as a liaison between clients and technical staff, providing top-tier support and managing projects. This role requires technical expertise, strong project management skills, and leadership abilities. You will contribute to internal documentation and process improvement, ensuring efficient workflow and high-quality service. TurnPoint offers a comprehensive benefits package including 100% employer-covered private health insurance, flexible remote work, and employer-provided equipment. This is a remote role with a competitive salary.

Requirements

Ability to move equipment and lift 50 lbs. as required

Responsibilities

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

Preferred Qualifications

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

Benefits

• 100% employer covered private health insurance
• Flexible remote work conditions
• Employer-provided equipment