Senior Technical Account Manager

About the role

We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!

Responsibilities

• Accountability for overall client ownership from a technical perspective, ensuring and coordinating client issue resolution in accordance with Service Level Targets and ensuring the successful development and implementation of client IT strategy.
• Working with our most complex/largest Platinum-level clients to ensure overall satisfaction with our managed service delivery.
• Acting as the senior-most technical resource for client issue/problem escalation within the managed services department.
• Resolving complex troubleshooting issues across a range of technologies (networking, server, etc.).
• Guides resolution efforts of help desk and Field Engineer resources for escalated issues, providing Subject Matter Expert-level knowledge on a range of technologies.
• Assessing and understanding the technical needs of clients, as well as a nuanced understanding of the business objectives of the client.
• Acting as a consultant, making necessary recommendations of technical solutions to solve business problems.
• Maintaining problem and incident resolution activities within assigned client portfolio and communicating effectively with sales and other stakeholders regarding technical or service issues/at-risk clients.
• Managing infrastructure and server maintenance, including the development of a technical strategy for ongoing management in accordance with the client’s business goals.
• Mentoring and supervising daily activities of Field Engineer staff. Providing feedback to Field Engineers in accordance with company and departmental policies.
• Performing technology project services as well as T&M work (non-project) for assigned clients.
• Ensuring the successful management of client server and desktop agent counts, as well as communication with accounting team for timely/accurate billing.
• Ensuring documentation management for clients.

Requirements

• An associate or bachelor’s degree in computer science or related field, plus 10+ years of IT experience, including 3+ years of experience in a Technical Account Manager, Senior IT Manager, IT Director, or equivalent position.
• Prior experience in an outsourced IT services provider required, including experience leveraging and administering ticketing/reporting/documentation tools.
• Demonstrated ability to provide both strategic direction and operational support to clients and team members.
• Demonstrated dedication to outstanding customer service and a drive to deliver exceptional service to both internal and external team members.
• Demonstrated ability to communicate effectively at different levels regarding complex technical problems, resolution efforts, remediation strategies, and technical road-mapping.
• Strong organizational and technical problem-solving skills. Experience prioritizing multiple responsibilities in a fast-paced environment.
• Demonstrated success in a leadership/mentorship capacity strongly preferred.
• Excellent oral and written English communication skills, including strong presentation and relationship-building skills.
• Integrity and the ability to maintain confidentiality. Demonstrated strong levels of integrity and the ability to maintain confidentiality, as well as the ability to work in highly regulated environments (HIPAA, SOC, etc.), including high levels of understanding of cybersecurity and common regulatory frameworks (PCI, NIST, CMMC, etc.).
• High proficiency across the Microsoft stack (including Azure, Office365, Active Directory, Exchange Online, etc.) is required.
• Expert- or Architecture-level Microsoft certifications are required. Additional technical certifications highly desired for applicants and may become required for ongoing employment.
• Advanced knowledge of Endpoint Security tools (EDR/XDR), such as Microsoft Defender for Endpoint.
• Advanced proficiency in Exchange Online and Active Directory.
• Proficiency in using tools such as PowerBI to access/analyze data, generate insights, and formulate recommendations.
• Strong familiarity with PowerApps/Power Automate.
• Advanced troubleshooting skills in a Windows environment, including desktop and server OS.
• Strong knowledge of network configuration and troubleshooting in a LAN/WAN environment.
• Demonstrated success using ticket systems to document client issues and communication as well as to pull reports.
• Strong supervisory skills/competencies. Demonstrated ability to drive engagement within a team, fostering a respectful and high-achieving work culture.
• Experience providing technical and professional mentorship to assigned reports.
• Demonstrated success in providing disciplinary coaching.
• Ability to provide honest, objective feedback in a respectful manner as part of a performance management practice.