Technical Account Manager

Essential Duties/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.
• Acting as a senior technical resource for escalation of client technical issues/problems, including oversight of issue/problem resolution processes. Guides resolution efforts of help desk and Field Engineer resources for escalated issues, providing Subject Matter Expert-level knowledge on a range of technologies.
• Accountable and responsible for root cause analysis and problem management for complex technical issues within an assigned portfolio of accounts. Acts as a central point of contact throughout incidents, ensuring effective communication with internal and external stakeholders.
• Responds to client service issue escalations and ensures successful resolution, coordinating with Director of Technical Services, vCIO, IT Services Manager, COO, sales team members, and other internal resources as needed to ensure client satisfaction and retention.
• Affirming and understanding the technical needs of clients based on a robust knowledge of IT and a deep understanding of the client’s business. Leverages this understanding to assist sales team members in proposing technical solutions and services opportunities and to develop effective client roadmaps.
• Accountable for managed services clients’ infrastructure and server maintenance, including the development of a technical strategy for ongoing management in accordance with the client’s business goals.
• Routinely meets with internal and external stakeholders to review account metrics, client satisfaction, and potential opportunities to enhance services and solutions, developing strong relationships with client points of contact.
• Mentoring and supervising daily activities of Field Engineer staff. Provide feedback to Field Engineers in accordance with company and departmental goals and policies. Acts as onsite coverage backup to Field Engineers as needed.
• Performing technology project services as well as T&M work (non-project) for assigned clients.
• Accountable for ensuring documentation management for client environments within an assigned portfolio of accounts.
• Building and enhancing ticket templates for routine activities and documentation for standard operating procedures.
• Accountable for ensuring the successful management of client server and desktop agent counts, including communication with accounting team for accurate client invoicing.
• Periodically traveling onsite to clients to address technical or service needs, as well as to build effective client relationships.

Requirements

• An associate or bachelor’s degree in computer science or related field, plus 7+ years of IT experience, including 2+ years in a Field Engineer, Systems Administrator, or dedicated role with similar levels of skills and responsibilities.
• Equivalent combinations of education and/or experience will be considered.
• Prior experience at an outsourced IT services/managed services provider highly preferred.
• Prior supervisory or lead experience preferred.
• Demonstrated dedication to outstanding customer service, high levels of accountability, and a drive to deliver exceptional service to both internal and external team members.
• Strong organizational and 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.
• 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 common regulatory frameworks (PCI, NIST, CMMC, cybersecurity, etc.).

Technical Skills/Competencies

• Proficiency across the Microsoft stack (including Azure, Office365, Active Directory, Exchange, etc.) is required.
• Associate-level Microsoft certification(s) required.
• Additional technical certifications highly desired and may become a requirement for ongoing employment.
• Advanced troubleshooting skills in a Windows environment, including desktop and server OS.
• Strong proficiency in LAN/WAN administration and concepts.
• Advanced proficiency in Exchange and Active Directory.
• Demonstrated proficiency in virtualization technologies, including Azure, AWS, VMware.
• Demonstrated success using ticket systems to document client issues and communication.

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 effective performance management and coaching.
• Ability to provide honest, objective feedback in a respectful manner as part of a performance management practice.