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