Technical Alignment Manager (TAM)

Technical Alignment Manager (TAM)
Job description:
Protect clients. Align their technology. Improve their outcomes. Strengthen our partnerships.
Willcraft Technologies is a trusted, family-owned Managed Service Provider serving Lloydminster and surrounding communities for 30+ years. We support clients in healthcare, oil & gas, legal, accounting, education, and SMB sectors—helping them stay secure, productive, and resilient.
As part of our next stage of growth, we are expanding our proactive service delivery model with a dedicated Technical Alignment Manager (TAM). This role is the backbone of a world-class MSP: ensuring every client’s environment is standardized, documented, and aligned to best practices—reducing reactive noise, increasing client confidence, and improving the overall service experience.
If you enjoy technical analysis, client communication, process improvement, and being the strategic advisor who keeps client environments healthy and predictable—this role is for you.
About the Role
The TAM is responsible for proactively assessing client environments, identifying risks, creating remediation plans, aligning clients to Willcraft’s technical standards, and working with the service team to ensure long-term stability.
This is a high-impact, client-facing technical role — not a helpdesk seat.
You will:

• build strong relationships with clients
• perform regular technical reviews
• maintain accurate documentation & standards alignment
• identify opportunities for improvement
• prevent issues before they occur
• collaborate with operations, tiered support, and sales

Your success directly improves client satisfaction, reduces service tickets, and drives long-term retention.
What You’ll Do
Proactive Client Alignment

• Perform scheduled technical alignment visits (onsite + remote)
• Assess client infrastructure for risks, deviations, and vulnerabilities
• Review system health, updates, backups, security posture, and lifecycle
• Score environments against Willcraft’s technical standards

Documentation & Standards

• Maintain accurate, up-to-date client documentation
• Standardize configurations across client environments
• Ensure systems remain compliant with Willcraft’s stack and best practices
• Communicate risks and remediation recommendations to leadership and clients

Client Relationship & Strategic Communication

• Develop strong rapport with key stakeholders
• Present findings in clear, client-friendly language
• Support Quarterly Business Reviews (QBRs) with technical insights
• Identify opportunities for improvement (not sales quotas — consultative only)

Internal Collaboration

• Partner with Tier 3 and Ops Manager for remediation plans
• Provide feedback to improve technical standards and SOPs
• Help reduce recurring issues and ticket noise
• Support onboarding of new clients with alignment assessments

You’ll Be Successful Here If You…

• Love digging into environments to understand “why” and “how”
• Are consistently organized and documentation-driven
• Communicate clearly and confidently (written & verbal)
• Can translate technical findings into business language
• Enjoy preventive, proactive work instead of firefighting
• Take ownership of client experience
• Value structure, standards, and continuous improvement
• Want to be part of a stable, respected MSP with 30 years of trust

Qualifications
Required:

• 2–5 years of experience in an MSP or technical field role
• Strong understanding of Microsoft 365, Windows Server, networking basics
• Ability to assess environments and identify risks
• Strong documentation habits
• Excellent communication and client interaction skills
• Valid driver’s license

Nice to Have:

• Experience with IT Glue, RMM/PSA tools
• Understanding of NIST, CIS, or MSP best-practice frameworks
• Familiarity with cybersecurity controls
• CompTIA A+, Network+, Security+, or Microsoft certifications

Compensation & Benefits

• Competitive salary based on experience
• Bonus incentives for performance & client satisfaction
• Extended health and dental benefits
• Complimentary gym membership to Viking Strength
• Ongoing training, certifications, and growth pathways
• Supportive leadership and a community-focused culture

Our Core Values
Every role at Willcraft is evaluated on our cultural foundations:
Integrity
Accountability
Service Above Self
Respect
Continuous Improvement
We want someone who not only does great technical work—but embodies these values daily.
About Willcraft
Willcraft Technologies has built a 30-year reputation for trust, stability, and exceptional service. We operate with a small, high-performance team that values community, family, professionalism, and long-term client partnerships.
This role helps carry that legacy forward.
How to Apply
Please submit your resume and a brief introduction explaining:

• Why proactive technical work resonates with you
• A client-facing technical win you’re proud of
• What you believe makes a great TAM

Apply through Indeed or email careers@willcraft.ca
Job Type: Full-time
Benefits:

• Dental care
• Extended health care
• Paid time off
• Wellness program

Work Location: In person
Apply to careers@willcraft.com