Senior Technical Account Manager

🔥 43 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $95k - $130k / year

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Account Manager

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Managed Solution

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2002

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Managed Solution is a leading Managed IT Services provider specializing in Microsoft technologies. They offer a range of services including IT help desk, Microsoft consulting, security services, Azure cloud managed services, and business process automation. As a top Microsoft Service Provider in the US, Managed Solution boasts numerous Microsoft certifications and accommodates clients with a 24/7/365 US-based helpdesk. They focus on leveraging cutting-edge technology to enhance employee lifecycle management, employee engagement, and technology mergers and acquisitions. With a presence across the US, Managed Solution is dedicated to providing comprehensive IT support and cloud services to various industries, including healthcare and life sciences technology services.

📋 Description

• 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. • 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. • 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. • Acting 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.

🎯 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. • 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.) • 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.

🏖️ Benefits

• 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 • 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