vCIO / Virtual Chief Information Officer

Virtual Chief Information Officer (vCIO)
Team: Business Alignment

Role Summary

The vCIO role is integral to the success of both clients and the MSP. The vCIO works to understand each client's business, technology use, and strategic goals to recommend solutions that enhance operational efficiency. By collaborating with the Managed Services Team, the vCIO aligns client technologies with industry standards through benchmarking, technology roadmaps, and strategic budgeting.

This position requires balancing business acumen and technical expertise to optimize systems, reduce risk, and support growth. The vCIO also plays a crucial role in client retention through consistent engagement, satisfaction management, and identifying opportunities for additional professional services.

Key Responsibilities

1. Client Engagement and Strategic Planning

• Initiate and manage MSP client relationships through onboarding and ongoing engagements.
• Establish and lead client steering committees and conduct Quarterly Business Review (QBR) meetings.
• Create and present technology roadmaps and budgets aligned with business goals.

2. Operational Excellence and Process Management

• Follow established Business Alignment (BA) processes and ensure smooth inter-departmental coordination.
• Use MSP tools for visibility, reporting, and management of client environments.
• Improve service metrics like tickets per endpoint per month (TPE/M) and average resolution time.

3. Technology Risk Management and Lifecycle Consulting

• Educate clients on cyber-risk management and implement strategies for protection.
• Manage technology lifecycle to ensure systems remain current and efficient.
• Advocate for appropriate upgrades and services, explaining needs and costs.

4. Communication and Team Collaboration

• Maintain transparent communication with clients and internal teams.
• Participate in meetings like Noise Abatement Process (NAP), Standards Committee, and Preflight Check-ins.
• Promote company values and contribute to the organization's culture.

Accountability / KPIs

• Process Development & Optimization: Continuously refine BA processes.
• KPI Management: Track and report team metrics.
• QBR Engagement: Monitor scheduled and completed QBRs.
• Client Interaction: Evaluate engagement and satisfaction.
• Proposal Performance: Track proposal success rates.

Competencies

• Business Acumen & Communication: Strong business insight and communication.
• Technical Proficiency: Expertise in relevant technologies with continuous learning.
• Organizational Skills: Efficient workflow and coordination.
• Task Management: Prioritization and multitasking under deadlines.
• Strategic Recommendations: Deliver impactful technology alignment insights.

Qualifications

• Education: Bachelor's degree or equivalent experience.
• Technical Passion: Certifications or demonstrated expertise in technology.
• Business & Financial Acumen: Understanding ROI, P&L, TCO, and business models.
• Proven Track Record: Achievement of goals with strong client satisfaction and leadership.

Benefits

• We offer comprehensive medical, dental, and vision insurance with competitive plan options
• We provide basic life insurance and long-term disability for all our employees
• 401k program with employer match to help you invest in your future
• Paid parental leave to support you and your family
• 22 paid days off (15 PTO + 7 National Holidays)
• Company issued laptop
• Company paid training as necessary
• Opportunities for professional development and growth
• Access to cutting-edge technology and resources