Virtual Chief Information Officer (vCIO)

About the position

Virtual Chief Information Officer (vCIO)

Job Title: Virtual Chief Information Officer (vCIO)

Location: Local or Remote

Compensation: $35 – $50 per hour

Hours: Full Time

The vCIO role is integral to the success of both clients and the MSP. The vCIO diligently works to understand the client’s business, use of technology, and their strategic goals, making targeted recommendations to enhance operational efficiency through smarter technology use. Additionally, by effectively collaborating with the Technical Alignment Engineer (TAE), the vCIO uses technology benchmarking outputs to align client technologies with industry standards and best practices. This includes developing strategic technology roadmaps and budgets to prioritize investment and address gaps identified over time.

vCIOs are tasked with ensuring client technologies are not only current but also optimized to enhance business operations, reduce risks, and support growth. This role demands a robust combination of business acumen and IT expertise to craft solutions that enhance system performance and reliability while managing costs effectively.

Furthermore, the vCIO is key to maintaining client retention by ensuring satisfaction across all service levels provided by the MSP. By engaging regularly and strategically with clients, vCIOs foster strong relationships, ensuring that clients appreciate and understand the full value of the MSP’s services. Through these efforts, vCIOs not only retain clients but also identify and capitalize on opportunities for professional service revenue, thereby driving continuous enhancements in service delivery and client success.

Key Responsibilities:

Client Engagement and Strategic Planning:

• Initiate and manage MSP client relationships through active participation in the onboarding process and ongoing engagements
• Establish and lead a client steering committee for each assigned client, preparing and conducting Quarterly Business Review Meetings (QBRs)
• Create and present technology roadmaps and budgets tailored to each client’s business goals, enhancing their strategic use of technology

Operational Excellence and Process Management:

• Adhere to established Business Alignment (BA) team processes and workflows, ensuring seamless inter-departmental integration
• Utilize MSP software tools for comprehensive visibility and reporting to assist with management of client environments
• Drive improvements in service delivery metrics, such as tickets per endpoint per month (TPE/M) and average resolution time, through effective technology alignment strategies

Technology Risk Management and Lifecycle Consulting:

• Educate clients on cyber-risk management and implement strategies to help protect their business operations
• Oversee technology lifecycle management to minimize downtime and ensure systems are current and efficient
• Advocate for appropriate technology updates and services, ensuring clients understand the need and cost implications

Communication and Team Collaboration:

• Maintain open communication channels with clients and internal teams to ensure transparency and responsiveness
• Participate in key meetings such as the Noise Abatement Process (NAP), Standards Committee, and Preflight Check-ins with Technical Alignment Engineers (TAEs)
• Champion company core values and actively contribute to enhancing organizational culture

BA Team Lead – Additional Responsibilities:

• Process Development and Optimization: Continuously develop and refine BA team processes to enhance efficiency and effectiveness
• Capacity Planning: Actively engage in capacity planning to ensure optimal team resource allocation and meet departmental demands
• Training and Onboarding: Lead the orientation and training of new hires to ensure a smooth integration into the team
• Design Desk Management: Oversee the operations and personnel of the design desk, ensuring alignment with client needs and company standards
• KPI Oversight: Manage KPI tracking and reporting, implementing necessary adjustments to align with strategic objectives
• Departmental Leadership: Prepare for and chair weekly BA department meetings, fostering collaboration and strategic alignment
• Team Development: Execute quarterly initiatives aimed at team development, enhancing skills, and promoting career growth
• Collaboration Meetings: Regularly participate in the weekly Noise Abatement Process (NAP) team meeting to synchronize efforts across departments
• Coaching and Mentoring: Provide continuous coaching to BA team members to foster professional growth and enhance service delivery
• Performance Reviews: Conduct regular one-on-one meetings with BA team members to review performance, set goals, and address any concerns

Accountability/KPIs:

• KPI Management: Maintain a thorough understanding of all BA Team KPIs, ensuring their accurate tracking and reporting
• QBR Engagement: Track and report on the number of Quarterly Business Reviews (QBRs) scheduled and attended, ensuring consistent client engagement and strategic alignment
• Client Interaction: Monitor client touches and activities to evaluate engagement levels, responsiveness, and client satisfaction
• Project Forecasting: Oversee professional services hours forecasting to ensure resource availability and project planning accuracy
• Proposal Performance: Measure and manage the number of opportunities proposed and successfully won
• Ticket Management: Supervise the management of ticket assignments, prioritizing based on ticket age and urgency to optimize response times and resolution efficiency

Competencies:

• Business Acumen and Communication: Possesses essential business insights along with strong verbal and written communication skills, crucial for effective client and team interactions.
• Technical Proficiency: Demonstrates expertise in relevant technologies with a commitment to ongoing professional development.
• Organizational Skills: Exhibits robust organizational and coordination abilities, ensuring efficient workflow and team synergy.
• Task Management: Proficient in multitasking and prioritizing tasks effectively to meet deadlines and client expectations.
• Strategic Recommendations: Skilled in delivering impactful business alignment recommendations that drive client success and organizational growth.

Qualifications:

• Educational Background: Holds a Bachelor’s degree or has equivalent experience in a relevant field.
• Technical Passion: Demonstrates a passion for technology with relevant certifications or substantial experience in the field, underscoring a commitment to staying at the forefront of industry developments.
• Business and Financial Acumen: Understands key business and financial concepts, including business models, organizational structures, ROI, profit and loss (P&L), and total cost of ownership (TCO).
• Proven Track Record: Demonstrates a history of achieving organizational goals while maintaining high levels of client satisfaction, showcasing strong performance and leadership capabilities.

Reporting Structure:

• vCIOs report directly to the vCIO Team Lead
• vCIO Team Lead reports to the Operations Manager

Company Culture:

• Company core values: Love What You Do, Level Up, and Be Curious
• You will have the opportunity to experience many different aspects of IT
• We offer excellent opportunities for growth and a great career path

• We work hard because we enjoy what we do and the people we help
• We have quarterly company events to celebrate our hard work
• We offer very flexible schedules to adapt to our individual needs when they arise
• We HATE micro-managing

Benefits:

• Competitive salary
• Quarterly with bonus incentive system, when applicable
• Medical, dental, and vision care insurance coverage
• 9 paid holidays with 5 days of vacation in first year, 10 days of vacation after first year
• Paid on-the-job training provided to grow your IT knowledge and skillset

To Apply:

We’re looking to fill this position with a qualified candidate ASAP.  If you have the skills and the experience, with a desire to work for a growing company in an exciting industry, please apply now using the form below.