Technical Project Manager

Summary

Join TurnPoint, a leading Managed Service Provider (MSP), as a Technical Project Manager and drive the successful delivery of advanced technical projects. You will act as a liaison between clients and technical staff, providing top-tier support and managing projects from robust desktop support to infrastructure design and implementation within Office 365 and Azure. This role demands technical expertise, problem-solving skills, and collaboration with team members to deliver world-class solutions. You will also monitor workflow, contribute to internal documentation, and continuously improve service quality. The position offers a unique opportunity to contribute to the growth of a dynamic team and make a significant impact on client success. This is a remote role with a competitive salary.

Requirements

• Ability to move equipment and lift 50 lbs. as required
• Successfully manage and complete at least one client project and one client onboarding in the first six months with positive client feedback

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

Benefits

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