Technical Account Manager (MSP)

About the role

As part of our Service Delivery team, you’ll serve as a trusted advisor, working directly with client stakeholders to guide decisions, reduce risk, and ensure their technology aligns with business goals. This is not a help desk role and not a pure engineering role. It is a strategic, relationship-driven opportunity for someone who brings technical credibility, strong communication, and a proactive, ownership-driven mindset.

Responsibilities

• The overall health, stability, and direction of your clients’ technology environments
• Client relationships, serving as the primary technical advisor and point of contact
• Technology roadmaps aligned to business goals, risk tolerance, and best practices
• Strategic planning meetings (QBRs), including preparation, facilitation, and follow-through
• Identifying risks, gaps, and opportunities across infrastructure, security, and operations
• Partnering with service, engineering, and project management teams to ensure execution aligns with strategy and standards
• Regular onsite client meetings to build strong relationships and exceptional service delivery
• Translate business needs into clear technical strategies and actionable plans
• Use reporting, trends, and environment insight to proactively guide client decisions
• Lead direction during escalations by providing context, defining priorities, and ensuring the right resources are engaged
• Ensure issues are not only resolved, but understood – driving root cause analysis and preventative improvements
• Partner with internal technical teams to ensure work is executed in alignment with long-term strategy
• Validate that solutions meet client needs and align with standards before and after implementation
• You provide consistent ownership and follow-through for your clients’ environments, ensuring priorities stay visible and progress keeps moving forward
• Clients trust you as their go-to technical advisor and strategic partner
• Roadmaps are driven forward proactively, not reactively
• Environments are stable, secure, and aligned with standards
• Issues lead to long-term improvements, not repeated problems
• Clients clearly understand what’s coming next and why
• You take full ownership, follow through reliably, and are comfortable making progress independently while collaborating with the right teams
• You proactively move client roadmaps forward with both client and company success in mind
• You genuinely care about your clients and take pride in being a trusted partner
• You are detail-oriented and communicate clearly, with documentation others can easily follow
• You are technically credible and can confidently guide conversations with both engineers and business stakeholders
• You think beyond immediate fixes and focus on long-term stability, security and growth

Requirements

• 4+ years of experience in IT, ideally in a client-facing or MSP environment
• Strong technical foundation across Microsoft environments (M365, Azure/Entra, Windows Server), networking, and security fundamentals
• Experience participating in or leading client conversations, planning, or strategy
• Strong troubleshooting and problem-solving skills across infrastructure and systems
• Experience with MSP tools such as ConnectWise Manage and RMM platforms
• Familiarity with reporting tools such as Power BI
• Industry certifications (Microsoft, CompTIA, or equivalent)
• Clear and concise written and verbal communication
• High ownership, accountability, and follow-through
• Strong interpersonal skills and ability to build trust with client stakeholders
• Able to manage multiple clients and priorities effectively
• Continuous improvement mindset, including leveraging automation and AI where appropriate

Qualifications

• Regular travel to client sites is required, sometimes with short notice.
• Prolonged periods sitting at a desk and working on a computer.
• Ability to lift up to 25 pounds.

Benefits

This is a full time, salaried position with a full benefits package, including:

• A flexible and fun work environment with events, lunch+ learns, ping pong, snacks, games, and books
• 3 weeks of PTO (4 weeks after 2 years) per year
• A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years
• Health, Dental, and Vision Insurance
• Disability Insurance
• Group and Supplemental Life Insurance
• Paid Family Leave
• 401(k) with 3% match
• ESOP!
• Team Profit Sharing
• Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs)
• Paid Volunteer Time Off

Schedule

We believe in Work-from-Anywhere and in the value of in-person relationships. We offer strong flexibility to work remotely, while also recognizing the importance of face-to-face connection through team meetings, all-staff gatherings, and in-person client meetings.

Benefits

We maintain a beautiful office in Manchester, NH, as well as a satellite office in Laconia, and we encourage each team member to choose the mix of home and in-office work that best supports their wellbeing and effectiveness. While coming into the office weekly is encouraged, it is not required.

Pay

This is a full time, salaried position.

Contact

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