Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver advanced technical support and develop technical strategy roadmaps for managed services clients in a 24/7/365 environment.

• Ensure comprehensive client ownership from a technical standpoint, overseeing and coordinating the resolution of client issues in alignment with Service Level Targets.

• Serve as a senior technical resource for the escalation of client technical problems, supervising the processes for issue and problem resolution.

• Direct the resolution efforts of help desk and Field Engineer teams for escalated issues, providing Subject Matter Expert-level insight on various technologies.

• Responsible for root cause analysis and problem management for intricate technical challenges within an assigned portfolio of accounts.

• Function as the main point of contact during incidents, facilitating effective communication with both internal and external stakeholders.

• Address client service issue escalations and ensure their resolution, collaborating with the Director of Technical Services, vCIO, IT Services Manager, COO, sales team members, and other internal resources to guarantee client satisfaction and retention.

• Evaluate and comprehend the technical requirements of clients, utilizing extensive IT knowledge and a profound understanding of the client’s business.

• Utilize this insight to assist sales team members in proposing technical solutions and service opportunities, as well as in developing effective client roadmaps.

• Oversee the managed services clients’ infrastructure and server maintenance, formulating a technical strategy for ongoing management that aligns with the client’s business objectives.

• Conduct regular meetings with internal and external stakeholders to assess account metrics, client satisfaction, and potential enhancements to services and solutions, fostering strong relationships with client contacts.

• Mentor and supervise the daily activities of Field Engineer staff, providing feedback aligned with company and departmental goals and policies.

• Act as onsite backup coverage for Field Engineers when necessary.

• Carry out technology project services as well as time and materials (T&M) work for assigned clients.

• Ensure proper documentation management for client environments within an assigned portfolio of accounts.

• Develop and improve ticket templates for routine activities and documentation for standard operating procedures.

• Manage client server and desktop agent counts effectively, including liaising with the accounting team for precise client invoicing.

• Occasionally travel to client locations to address technical or service needs and to cultivate effective client relationships.

• Adhere to all company policies, procedures, and standards.

⛳️ Requirements

• An associate or bachelor’s degree in computer science or a related field, along with 7+ years of IT experience, including 2+ years in roles such as Field Engineer, Systems Administrator, or similar positions with equivalent skills and responsibilities.

• Prior experience with an outsourced IT services/managed services provider is highly preferred.

• Previous supervisory or leadership experience is preferred.

• A demonstrated commitment to exceptional customer service, high accountability, and a strong motivation to deliver outstanding service to both internal and external team members.

• Strong organizational and problem-solving abilities.

• Experience managing multiple responsibilities in a fast-paced environment.

• Proven success in a leadership or mentorship role is strongly preferred.

• Excellent oral and written communication skills in English, including strong presentation and relationship-building abilities.

• High levels of integrity and the ability to maintain confidentiality, along with experience working in highly regulated environments (HIPAA, SOC, etc.), and an understanding of common regulatory frameworks (PCI, NIST, CMMC, cybersecurity, etc.).

• Required proficiency across the Microsoft stack (including Azure, Office365, Active Directory, Exchange, etc.).

• Associate-level Microsoft certification(s) are required.

• Additional technical certifications are highly desired and may become a requirement for continued employment.

• Advanced troubleshooting capabilities in a Windows environment, including desktop and server operating systems.

• Strong knowledge of LAN/WAN administration and concepts.

• Advanced skills in Exchange and Active Directory.

• Proven expertise in virtualization technologies, such as Azure, AWS, and VMware.

• Experience utilizing ticket systems to document client issues and communications effectively.

• Ability to foster engagement within a team, promoting a respectful and high-achieving work culture.

• Experience in providing technical and professional mentorship to direct reports.

• Demonstrated success in effective performance management and coaching.

🏝️ Benefits

• PTO – earn 80 hours lump sum in year 1; 15 days accrued throughout year 2; and 20 days accrued from year 3 onwards.

• 40 hours of Sick Time per calendar year.

• 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days.

• Holidays – Managed Solution celebrates 7 paid holidays each year plus 1 Floating Holiday per year, and 2 additional holidays after 5 years of service!

• Medical, Dental, Vision – including two medical plans with a $0 cost for employee-only coverage tiers!

• Optional Flexible Spending Account for eligible Health Care or Dependent Care expenses.

• Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7.

• $100K Life/AD&D policy provided for all employees at no cost!

• Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!

• $80/Month Cell Phone + Internet Reimbursement.