Technical Account Manager

On-site/Hybrid

Position Summary

We are seeking a client-focused and technically adept Technical Account Manager (TAM) to serve as a key liaison between our Managed IT Services team and our clients. This role is responsible for ensuring the successful delivery of IT services, resolving technical issues, and maintaining high levels of client satisfaction. The ideal candidate will combine strong technical knowledge with excellent relationship management skills to proactively support and guide clients in optimizing their IT infrastructure.

Key Responsibilities

Client Relationship Management

• Serve as the primary technical contact for assigned clients.
• Onboard clients to internal platforms and ensure smooth transitions.
• Advocate for clients internally, ensuring feedback is documented and addressed.
• Engage with stakeholders across all levels—from SOC teams to C-suite executives.
• Conduct proactive health checks, product training, and share best practices.
• Identify renewal risks and collaborate with internal teams to ensure successful renewals.

Technical Support & Service Delivery

• Provide Tier 2 technical support, including remote troubleshooting of hardware, software, and network issues.
• Escalate complex issues to higher-tier support while maintaining ownership until resolution.
• Monitor client environments to identify and address potential issues proactively.
• Assist in implementing and managing IT projects to meet client expectations and timelines.
• Collaborate with vCISO and technical teams to align solutions with client needs.

Service Management & Reporting

• Ensure service delivery aligns with SLAs and manage incidents and requests effectively.
• Prepare and deliver regular reports on system health, service performance, and incident trends.
• Address service gaps by coordinating with internal teams and ensuring consistent delivery.

Continuous Improvement & Training

• Stay current with IT trends, technologies, and best practices.
• Provide strategic guidance on IT infrastructure optimization, including upgrades and deployments.
• Develop IT roadmaps aligned with client business goals.
• Train clients on innovative technologies and best practices to enhance their capabilities.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Management & Information Systems, or related field (or equivalent experience).
• 3+ years in a technical account management, IT support, or client-facing technical role.
• Strong understanding of IT infrastructure, networking, and cybersecurity principles.
• Excellent communication, problem-solving, and interpersonal skills.
• Experience with service management tools and platforms.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Skills

• Experience working with managed services providers (MSPs).
• Familiarity with ITIL practices and service delivery frameworks.
• Certifications such as CompTIA Network+, Microsoft Certified: Azure Administrator, or similar.

No Third Party Agencies or Submissions Will Be Accepted.

Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP

Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.