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Technical Project Manager
Reports to Aaron Marks

Overview

At TurnPoint, a leading Managed Service Provider (MSP), we are pioneering innovative technical solutions that are transforming the ways businesses operate. We are looking for an energetic, detail-oriented, and dedicated Technical Project Manager to join our dynamic team and help us push the boundaries of what's possible.
In this unique and rewarding role, you will drive the successful delivery of advanced technical projects, from robust desktop support to the design and implementation of infrastructure within Office 365 and Azure. Every day will offer new challenges as you navigate complex projects, managing both your own tasks and those of your team members.
Your technical expertise will be crucial in providing top-tier support for our diverse clients, ensuring smooth project progression, and escalating technical issues when necessary. You will have the autonomy to solve complex problems while also collaborating closely with our team to deliver world-class solutions.
At the same time, you will be a steward of efficiency, monitoring your workflow to ensure tasks are moving forward and contributing to the growth of our internal documentation. Your efforts will be instrumental in continuously improving our service quality and in driving the success of our clients.

Key Technologies

Experience Preferred

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%

May Vary According to Business Needs

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.

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
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

At TurnPoint, you'll be part of a team that values collaboration, innovation, and diverse perspectives. We believe in continuous learning and invest in the growth of our employees, including continuous growth and professional development.

Benefits

Our comprehensive benefits package includes 100% employer covered private health insurance, flexible remote work conditions, and employer-provided equipment.

Job Location

Though our headquarters are located in Seattle, WA this is a remote role.

Equal Opportunity

TurnPoint is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.

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