Technical Account Manager (Managed IT Services)

The Technical Account Manager (TAM) is a client-facing technical advisor responsible for bridging the gap between business needs and IT solutions. Working closely with the vCIO and service teams, the TAM ensures client environments remain secure, reliable, and aligned with long-term business objectives. This role combines hands-on technical expertise with relationship management, acting as a trusted partner to help clients maximize their IT investments while supporting internal teams with advanced troubleshooting, strategic insights, and solution delivery.

Key Responsibilities

• Act as a trusted technical advisor to client stakeholders, building strong, lasting relationships.
• Collaborate with the vCIO to design and execute technology roadmaps that align IT with business goals.
• Provide proactive recommendations to optimize performance, strengthen security, and support growth.
• Participate in account reviews, reporting, and planning to ensure client satisfaction and retention.
• Serve as an escalation point for advanced issues across desktop, server, networking, cloud, and virtual environments.
• Oversee the deployment, configuration, and optimization of IT solutions including networks, servers, Microsoft 365, and cybersecurity platforms.
• Monitor client environments to identify and address risks before they impact operations.
• Ensure service stability, uptime, and smooth coordination between the help desk and client teams.
• Provide desktop troubleshooting support and assist the helpdesk team with escalated issues.
• Maintain accurate documentation of client systems, configurations, and service history.
• Support account-level reporting by tracking service metrics and identifying trends for improvement.
• Champion best practices for system performance, security, and disaster recovery.
• Contribute to knowledge-sharing within the MSP team to continuously improve service delivery.

Technical & Professional Skills

• Proficiency with Microsoft Windows Server, Active Directory, Group Policy, and replication.
• Experience with virtualization platforms (VMware vSphere, Microsoft Hyper-V).
• Microsoft 365 administration, migration, and support.
• Microsoft Azure administration and support, including Azure Virtual Desktops (AVD).
• Strong networking knowledge: LAN/WAN, DNS, DHCP, VLANs, and wireless networks (e.g., Cisco Meraki, HP Aruba, etc.).
• Firewall implementation and troubleshooting experience (e.g., Sophos, SonicWall, etc.).
• Excellent desktop troubleshooting skills and experience assisting the helpdesk team.
• Familiarity with VDI solutions such as Omnissa Horizon View.
• Familiarity with monitoring, scripting, and automation tools (e.g., ConnectWise Automate).
• Knowledge of vulnerability scanning tools (Nessus or similar).
• Backup and disaster recovery solutions (Veeam, Datto, etc.).
• Support of business applications (Adobe, Bluebeam, etc.).
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Compassionate, empathetic, and client-focused mindset.
• Exceptional attention to detail with a strong sense of urgency.
• Active listener with proven collaboration and teamwork abilities.
• Proficient in time management and organization, both individually and on behalf of others.
• Energetic, self-motivated, and well-organized professional.
• Critical thinker with the ability to prioritize effectively and meet deadlines.
• Proven ability to solve complex problems with accountability and reliability.
• Prior experience in a Managed Service Provider (MSP) or similar client-facing IT role preferred.

Job Type: Full-time

Pay: $75,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) 3% Match
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person

Salary : $75,000 - $80,000