IT Technical Account Manager

Job Description

Job Description

Managed IT Strategy, Cybersecurity, AI Adoption, and Project Leadership | Florence, South Carolina

Location: This is a full-time, office-based role located at Dove Technologies in Florence, South Carolina. Regular travel to client locations is required.

The Technical Account Manager (TAM) is the strategic technology advisor and relationship owner for an assigned portfolio of DoveIT Managed IT clients. The TAM connects each client’s business goals with practical technology, cybersecurity, lifecycle, automation, and AI plans; leads business reviews and projects; and coordinates delivery across Sales, Service, Engineering, Security, Operations, and vendors. This is not a help desk or hands-on support role.

Key Responsibilities

Client Strategy and Relationships

• Serve as the trusted technology advisor and primary strategic contact for assigned clients.

• Build relationships with executives, operational leaders, and technology stakeholders.

• Understand business goals, critical workflows, technology dependencies, risk tolerance, budgets, and growth plans.

• Lead recurring technology and quarterly business reviews with clear findings, decisions, owners, and next steps.

• Maintain prioritized 12–36 month roadmaps covering infrastructure, cloud, Microsoft 365, cybersecurity, resilience,

automation, AI, and lifecycle modernization.

• Translate technical conditions into concise business recommendations, priorities, investments, and expected outcomes.

Customer Health, Risk, and Security

• Assess customer health using service performance, ticket trends, recurring incidents, security findings, lifecycle exposure, project results, and roadmap progress.

• Identify operational, cybersecurity, compliance, resilience, lifecycle, and adoption risks; coordinate mitigation and track it to completion.

• Align client environments with DoveIT’s security baseline for identity, endpoints, email, networks, patching, backup, recovery, awareness, and incident readiness.

• Partner with Security, Engineering, and Service teams to prioritize risk reduction, address recurring issues, and improve reliability.

• Coordinate clear client communication during significant technical or security escalations and ensure follow-through.

AI Adoption and Governance

• Identify useful AI opportunities that improve productivity, service, knowledge access, decisions, or workflow efficiency.

• Guide secure adoption across approved tools, data protection, access, privacy, retention, vendor risk, human oversight, training, and measurable value.

• Coordinate readiness assessments, adoption plans, governance decisions, stakeholder alignment, and success measures.

• Monitor outcomes and recommend changes that improve value while protecting client information.

Project and Change Leadership

• Lead assigned client initiatives from intake through closure using DoveIT’s project methodology.

• Define outcomes, scope, success criteria, stakeholders, milestones, dependencies, risks, communication needs, and

acceptance criteria.

• Maintain project plans, schedules, action and decision logs, risk records, status reports, and change controls.

• Coordinate internal teams, clients, vendors, and third parties; manage priorities, blockers, scope changes, and

communications.

• Confirm readiness, adoption, acceptance, documentation, and transition to managed operations; complete post-project reviews.

Commercial and Cross-Functional Alignment

• Identify qualified opportunities in infrastructure, cloud, cybersecurity, licensing, lifecycle, resilience, automation, AI, and modernization.

• Provide Sales with technical discovery, business drivers, expected outcomes, risks, dependencies, and priorities.

• Support solution evaluation through approval, delivery, adoption, and outcome review.

• Maintain accurate client records, stakeholder maps, roadmaps, project status, risks, decisions, commitments, and follow-up actions. 

Success Measures

• Client retention, satisfaction, executive engagement, trust, and strategic influence.

• Accurate customer health assessments and timely reduction of operational and cybersecurity risk.

• Actionable roadmaps, effective business reviews, and completion of approved priorities.

• Successful project delivery, acceptance, adoption, and measurable business outcomes.

• Fewer recurring incidents, unresolved risks, and preventable escalations.

• Qualified opportunities supported by clear client need and business value.

Qualifications

Required

• Three or more years of experience in managed services, IT consulting, technical account management, service delivery, project management, systems administration, or a comparable client-facing technology role.

• Experience leading technology projects involving multiple stakeholders, dependencies, risks, schedules, and competing priorities.

• Working knowledge of Microsoft 365, identity and access, endpoints, networking, cloud platforms, backup and recovery, cybersecurity, and lifecycle management.

• Practical understanding of enterprise AI use cases, governance, adoption risk, data protection, and responsible human oversight.

• Ability to analyze service and security information and turn it into clear, business-focused recommendations.

• Strong executive communication, facilitation, presentation, relationship management, planning, documentation, judgment, accountability, and follow-through.

• Ability to manage multiple clients and initiatives and travel to client locations as needed.

Preferred

• Direct MSP or Managed IT experience.

• Experience building multi-year technology roadmaps and leading executive business reviews.

• Experience with Microsoft cloud services, IT service management, cybersecurity frameworks, compliance, business

continuity, or modernization.

• Bachelor’s degree or equivalent practical experience.

• Relevant ITIL, Microsoft, CompTIA, Cisco, cloud, cybersecurity, AI governance, or project management certifications.