Senior Virtual Chief Information Officer

Job Summary

Job Title: Senior vCIO (Virtual Chief Information Officer)

Reports to: VP of Operations

Position Overview

The Senior vCIO is a strategic leadership role responsible for managing high-value client relationships while driving operational alignment across the organization. This individual serves as a critical bridge between client-facing vCIO functions and internal IT delivery teams, ensuring that technical execution aligns with business objectives, resource capacity, and MSP-wide goals.

The role requires a balance of strategic insight, operational coordination, and hands-on leadership to optimizeservice delivery, improve client satisfaction, and maintain consistent forward progress across all managed services engagements.

Key Responsibilities

Client & Account Leadership

• Manage and maintain relationships with multiple high-value accounts, acting as a senior escalation point and trusted advisor.
• Ensure consistent delivery of strategic IT roadmaps aligned with client business objectives.
• Drive client satisfaction through proactive engagement, clear communication, and successful service outcomes.
• Provide insights to inform decision-making, prioritization, and service improvements.

Operational Alignment & Coordination

• Act as the primary liaison between vCIOs and IT service delivery teams to ensure alignment on priorities, expectations, and outcomes.
• Partner closely with the VP of Operations to support and execute technical initiatives and organizational goals.
• Facilitate interdepartmental coordination between service desk, NOC/SOC, projects, and leadership teams.
• Identify gaps between IT execution and operational strategy and implement solutions to close them.

Resource Management & Optimization

• Oversee internal resource allocation across accounts to maximize efficiency and service quality.
• Provide guidance on technician assignments based on skillset, workload, and client needs.
• Contribute to capacity planning and workforce optimization strategies.

Ticket Prioritization & Service Flow Oversight

• Serve at the top of the ticket prioritization matrix, ensuring alignment with business impact and client expectations.
• Support NOC/SOC teams in properly triaging and prioritizing ticket flow across the MSPs.
• Monitor service pipelines to ensure timely resolution and adherence to SLAs.

Leadership, Training & Mentorship

• Train, mentor, and develop technicians and vCIO team members to elevate technical and client-facing capabilities.
• Provide coaching on decision-making, client communication, and strategic thinking.
• Promote a culture of accountability, continuous improvement, and service excellence.

Talent Acquisition & Team Building

• Participate in the hiring process for technical and client-facing roles to provide management with final selection recommendations.
• Provide insight into team needs, skill gaps, and cultural fit to ensure strong hiring decisions aligned with organizational goals.
• Collaborate with leadership to refine role requirements and onboarding strategies to support long-term team success.

Core Competencies

• Strategic Thinking & Business Alignment
• Client Relationship Management
• Operational Leadership
• Resource Optimization
• Decision-Making & Prioritization
• Mentorship & Team Development
• Cross-Functional Collaboration

Success Metrics

• Client satisfaction and retention rates
• SLA adherence and ticket resolution efficiency
• Resource utilization and service delivery optimization
• Progress against MSP strategic initiatives
• Team development and performance improvement

Summary

The Senior vCIO plays a pivotal role in aligning client strategy with operational execution. By bridging the gap between business needs and technical delivery, this individual ensures the organization operates efficiently, clients remain highly satisfied, and MSP goals are consistently achieved.

Pay: $62,500.00 - $70,000.00 per year

Work Location: In person