Technical Account Manager - MSP

Overview

We are a family-owned Managed Services Provider hiring a Technical Account Manager to serve as the technical point of contact for an assigned group of clients across the Baltimore and Washington, DC metro areas.

This role is ideal for someone with MSP experience who has a strong Tier 2 technical background and enjoys client communication, account ownership, documentation, and strategic problem-solving. This is not a traditional help desk role and not a pure account management role. You will stay technical while moving into a more consultative position focused on understanding client environments, identifying gaps, improving documentation, and helping internal teams deliver the right long-term solutions.

Responsibilities

• Act as the technical advisor for an assigned group of roughly 15 clients
• Build strong client relationships through regular communication, discovery, and technical follow-up
• Maintain clear documentation for client environments, standards, risks, and improvement opportunities
• Review client infrastructure and identify gaps across systems, networking, Microsoft 365, security, and cloud environments
• Partner with Client Success, vCIO, service desk, project, NOC, SOC, and procurement teams to move client initiatives forward
• Support client roadmapping by translating technical findings into clear recommendations
• Participate in client meetings, lifecycle reviews, onboarding discussions, and internal technical reviews
• Serve as the internal subject-matter expert when teams need deeper context on assigned client environments
• Help enforce technical standards and improve consistency across client environments
• Provide occasional hands-on support or technical validation when needed

Required Experience

• Experience working for a Managed Service Provider
• Strong Tier 2 technical background across systems, networking, Microsoft 365, and client support
• Experience in a client-facing role such as Account Manager, Technical Account Manager, Project Engineer, Escalation Technician, or similar MSP position
• Experience supporting firewalls, wireless, VPNs, VoIP, printers, and general network infrastructure
• Strong Microsoft 365 experience including Exchange, Entra ID, SharePoint, and Teams
• Familiarity with Azure, Intune, and hybrid on-prem / cloud environments
• Ability to document client environments clearly, accurately, and consistently
• Comfortable identifying risks, gaps, recurring issues, and improvement opportunities
• Strong communication skills with the ability to speak confidently with clients, internal teams, and leadership
• Ability to manage multiple client relationships while staying organized and technically accurate

Benefits

• $85,000 – $95,000 salary
• Partial work from home schedule
• Health, Dental, and Vision Insurance 100% covered by company
• 401(k) with company match
• Generous PTO
• Bi-annual performance-based bonuses
• Certification reimbursement
• Paid certification and performance goal plan
• Career growth into client strategy, consulting, vCIO, or technical leadership