Senior Technical Account Manager

Job Description

Job Description

Description:

Why clients love us:

We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!

The value you bring: As a senior member of the managed services Field Team, the Senior Technical Account Manager will provide the highest-level technical support and technical strategy road-mapping to assigned managed services clients within 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. He or she 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. The Senior Technical Account Manager will work with our most complex/largest Platinum-level clients to ensure overall satisfaction with our managed service delivery.
• Acting as the senior-most technical resource for client issue/problem escalation within the managed services department. Resolving complex troubleshooting issues across a range of technologies (networking, server, etc.). Guides resolution efforts of help desk and Field Engineer resources for escalated issues, providing Subject Matter Expert-level knowledge on a range of technologies.
• Assessing and understanding the technical needs of clients, as well as a nuanced understanding of the business objectives of the client. The Senior Technical Account Manager will act as a consultant, making necessary recommendations of technical solutions to solve business problems.
• Managing problem and incident resolution activities within assigned client portfolio and communicating effectively with sales and other stakeholders regarding technical or service issues/at-risk clients.
• 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.
• Mentoring and supervising daily activities of Field Engineer staff. Provide feedback to Field Engineers in accordance with company and departmental policies. Acts as onsite back-up in absence of Field Engineer.
• Periodically traveling onsite to clients to address technical needs or concerns and/or to conduct regular reviews of service.
• Performing technology project services as well as T&M work (non-project) for assigned clients.
• Accountability for ensuring the successful management of client server and desktop agent counts, as well as communication with accounting team for timely/accurate billing.
• Accountability for ensuring documentation management for clients.
• 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 10+ years of IT experience, including 3+ years of experience in a Technical Account Manager, Senior IT Manager, IT Director, or equivalent position. Equivalent combinations of education and/or experience will be considered.
• Prior experience in an outsourced IT services provider required, including experience leveraging and administering ticketing/reporting/documentation tools.
• Demonstrated ability to provide both strategic direction and operational support to clients and team members.
• Demonstrated dedication to outstanding customer service and a drive to deliver exceptional service to both internal and external team members. Demonstrated ability to communicate effectively at different levels regarding complex technical problems, resolution efforts, remediation strategies, and technical road-mapping.
• Strong organizational and technical 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.
• Integrity and the ability to maintain confidentiality.
• 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 cybersecurity and common regulatory frameworks (PCI, NIST, CMMC, etc.)

Technical Skills/Competencies:

• High proficiency across the Microsoft stack (including Azure, Office365, Active Directory, Exchange Online, etc.) is required.
• Expert- or Architecture-level Microsoft certifications are required. Additional technical certifications highly desired for applicants and may become required for ongoing employment.
• Strong knowledge of other virtualization technologies, including VMware, Hyper-V, and VDI environments.
• Advanced knowledge of Endpoint Security tools (EDR/XDR), such as Microsoft Defender for Endpoint
• Advanced proficiency in Exchange Online and Active Directory
• Proficiency in using tools such as PowerBI to access/analyze data, generate insights, and formulate recommendations
• Strong familiarity with PowerApps/Power Automate
• Advanced troubleshooting skills in a Windows environment, including desktop and server OS
• Experience managing enterprise storage and backups.
• Strong knowledge of network configuration and troubleshooting in a LAN/WAN environment.
• Demonstrated success using ticket systems to document client issues and communication as well as to pull reports.

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 disciplinary coaching.
• Ability to provide honest, objective feedback in a respectful manner as part of a performance management practice.

Shift/Availability Requirements: 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 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 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.

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 -verify.

Compensation & Benefits*

Base Wage Range: $95,000 - $130,000 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 Health Care or Dependent Care costs
• Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7
• $100K Life/AD&D policy provided for all employees, free of charge!
• Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!
• $80/Month Cell Phone + Internet Reimbursement

*All Company compensation and benefits programs are subject to Company policy and plan documents and are subject to change at Company’s sole discretion.

Why our employees love working here:

We believe our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We believe our team and our community are our greatest assets and we strive to promote both. From providing our employees the time to pursue Microsoft certifications, to supporting and partnering with multiple non-profit organizations, we believe this is where healthy and happy employees thrive.

As we grow, we are anchored and driven by our Core Values: I <3 IT!

• Integrity – We demonstrate consistent, trustworthy behavior. We are honest with everyone, take ownership (even in the face of failure), and do the right thing... even when no one is looking.
• Heart – We show genuine care for our community, our customers, and our culture. We believe people are at the heart of IT! We are authentic, inclusive, and take time to celebrate and enjoy one another's company.
• Innovation – We cultivate a diverse work environment and forward-thinking business by supporting an open exchange of ideas, driven by creativity and collaboration. We're dedicated to consistently delivering excellence through a ‘yes- to- what’s-next’ attitude.
• Teamwork – We work together and support one another to achieve a clear, common goal, while taking accountability for our own contribution's and the overall team's success.

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at Managed Solution are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. At Managed Solution we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Application Information and Hiring Timeline:

Due to the ever-changing hiring needs of our Company, Managed Solution accepts applications for this role on an ongoing basis. If you have applied previously but have not been selected, please feel free to apply as often as monthly if you remain qualified, eligible, and interested in the position as outlined herein. Use the “apply” button to submit your application*.

*By submitting a resume, you agree to the terms and conditions of our Job Applicant Privacy Policy.