Technical Account Manager

Technical Account Manager

As a senior member of the managed services Field Team, the Technical Account Manager will provide high-level technical support and technical strategy road-mapping to managed services clients in a 24/7/365 environment. As a highly visible member of our team, this individual will work at Managed Solution's headquarters and at various client sites. They will be responsible for the following:

• Accountability for overall client ownership from a technical perspective, ensuring and coordinating client issue resolution in accordance with Service Level Targets and ensuring the successful development and implementation of client IT strategy.
• Acting as a senior technical resource for escalation of client technical issues/problems, including oversight of issue/problem resolution processes. Guides resolution efforts of help desk and Field Engineer resources for escalated issues, providing Subject Matter Expert-level knowledge on a range of technologies.
• Accountable and responsible for root cause analysis and problem management for complex technical issues within an assigned portfolio of accounts. Acts as a central point of contact throughout incidents, ensuring effective communication with internal and external stakeholders.
• Responds to client service issue escalations and ensures successful resolution, coordinating with Director of Technical Services, vCIO, IT Services Manager, COO, sales team members, and other internal resources as needed to ensure client satisfaction and retention.
• Assessing and understanding the technical needs of clients based on a robust knowledge of IT and a deep understanding of the client's business. Leverages this understanding to assist sales team members in proposing technical solutions and services opportunities and to develop effective client roadmaps.
• Accountability for managed services clients' infrastructure and server maintenance, including the development of a technical strategy for ongoing management in accordance with the client's business goals.
• Routinely meets with internal and external stakeholders to review account metrics, client satisfaction, and potential opportunities to enhance services and solutions, developing strong relationships with client points of contact.
• Mentoring and supervising daily activities of Field Engineer staff. Provide feedback to Field Engineers in accordance with company and departmental goals and policies. Acts as onsite coverage backup to Field Engineers as needed.
• Performing technology project services as well as T&M work (non-project) for assigned clients.
• Accountability for ensuring documentation management for client environments within an assigned portfolio of accounts.
• Building and enhancing ticket templates for routine activities and documentation for standard operating procedures.
• Accountability for ensuring the successful management of client server and desktop agent counts, including communication with accounting team for accurate client invoicing.
• Periodically traveling onsite to clients to address technical or service needs, as well as to build effective client relationships.
• Compliance with all company policies, procedures, and standards.
• Other related responsibilities as assigned.

Requirements

Education and Work Experience Requirements:

• An associate or bachelor's degree in computer science or related field, plus 7+ years of IT experience, including 2+ years in a Field Engineer, Systems Administrator, or dedicated role with similar levels of skills and responsibilities. Equivalent combinations of education and/or experience will be considered. Prior experience at an outsourced IT services/managed services provider highly preferred. Prior supervisory or lead experience preferred.
• Demonstrated dedication to outstanding customer service, high levels of accountability, and a drive to deliver exceptional service to both internal and external team members.
• Strong organizational and problem-solving skills. Experience prioritizing multiple responsibilities in a fast-paced environment.
• Demonstrated success in a leadership/mentorship capacity strongly preferred.
• Excellent oral and written English communication skills, including strong presentation and relationship-building skills.
• Demonstrated strong levels of integrity and the ability to maintain confidentiality, as well as the ability to work in highly regulated environments (HIPAA, SOC, etc.), including high levels of understanding of common regulatory frameworks (PCI, NIST, CMMC, cybersecurity, etc.)

Technical Skills/Competencies:

• Proficiency across the Microsoft stack (including Azure, Office365, Active Directory, Exchange, etc.) is required.
• Associate- level Microsoft certification(s) required. Additional technical certifications highly desired and may become a requirement for ongoing employment.
• Advanced troubleshooting skills in a Windows environment, including desktop and server OS
• Strong proficiency in LAN/WAN administration and concepts
• Advanced proficiency in Exchange and Active Directory
• Demonstrated proficiency in virtualization technologies, including Azure, AWS, VMware
• Demonstrated success using ticket systems to document client issues and communication.

Supervisory Skills/Competencies:

• Demonstrated ability to drive engagement within a team, fostering a respectful and high-achieving work culture.
• Experience providing technical and professional mentorship to assigned reports.
• Demonstrated success in providing effective performance management and coaching.
• Ability to provide honest, objective feedback in a respectful manner as part of a performance management practice.

Physical Requirements:

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards. The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to climb and balance; to stoop, kneel, crouch, crawl, or bend; to manipulate objects with fine and gross motor skills; to frequently lift and maneuver 10 pound objects and occasionally lift and maneuver 50 pound objects; to communicate in written and spoken English, including over the phone; to hear; to utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Managed Solution is an equal opportunity employer and will consider qualified applicants who can perform the essential functions of the job, with or without reasonable accommodation.

E-Verify Participation:

Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Managed Solution participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, Managed Solution will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. For more information, see

Shift + Availability:

Your normal workweek will be Monday through Friday, with hours to be agreed upon based on Company needs. Managed Solution operates in Pacific Time Zone, though some scheduling flexibility may be offered for employees in other regions. Managed Solution operates a 24x7x365 business and, in this position, you may be required to perform work outside of your normal business hours (including weekends and nights) as needed to support our clients and teams.

Work Location/Remote Status:

This position is eligible for remote work, within a state where Managed Solution has payroll operations. Employees will work primarily from a home office within an assigned state. Your presence at our company headquarters in San Diego, CA; at meetings/conferences/off-site events; at client locations; or elsewhere, may be required on occasion.

Compensation & Benefits*:

Base Wage Range: $85,000 to $100,000 per year

Managed Solution considers a range of factors when determining an appropriate wage. Such factors include but are not limited to: years of related experience, industry knowledge, formal education, relevant certifications, and geographic location. Wages are paid as earned and in accordance with Company policies.

Additional Perks:

• PTO – earn 80 hours lump sum year 1; 15 days accrued throughout year 2; and 20 days accrued throughout years 3+
• 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 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