Strategic Technical Consultant, MSP

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'll bring:

Acting in an IT leadership capacity as part of a dedicated client account team, the Strategic Technical Account Manager will be responsible for ensuring the successful delivery of contracted services to an assigned client or client portfolio, including building out operational strategies for service delivery, training team members, and overseeing the daily work of direct reports in supporting the client’s infrastructure and end-user support. As a highly visible member of our team and a primary liaison to a client, this individual will work onsite at client sites; remotely; and elsewhere as required/assigned. They will be responsible for the following:

• Works within a select client with complex IT support/environment requirements and dedicated support service contracts to ensure overall satisfaction with our managed service delivery.
• Responsible for the overall ownership of assigned client portfolio, accountable for resolving both technical and account management issues, building successful operations plans to delivery contracted services, acting as a liaison for client points of contact and overseeing the work of dedicated resources.
• Engages with client points of contact and team members, engraining themselves into the client’s operations as appropriate to ensure successful operations and service delivery: participates in regular cadence meetings and builds strong relationships across the client’s organization.
• Assessing and understanding the technical needs of clients, as well as a nuanced understanding of the business objectives of the client. The Strategic Technical Account Manager will act as a consultant, making necessary recommendations of technical solutions to solve business problems.
• Ensures the resolution of critical technical issues and incidents, coordinating activities of client teams, vendors, and Managed Solution resources as appropriate; monitoring alerts; communicating effectively across teams; and confirming resolution. Develops remediation strategies and process improvements to prevent recurring issues/incidents.
• Develops and delivers reporting, documentation, and training for client points of contact and/or client teams.
• Ensures the successful development and implementation of an effective IT strategy for assigned clients, coordinating with Managed Solution and client resource.
• Works within and across departments to proactively improve service operations, processes, and procedures, with the goal of retaining key client(s) within the assigned portfolio.
• Communicate with key stakeholders to address and resolve concerns related to client/contract/service risks.
• Accountability for clients’ infrastructure and server maintenance per contract requirements, including the development of a technical strategy for ongoing management in accordance with the client’s business goals.
• Mentoring and supervising daily activities of Dedicated Support staff. Provide feedback to the team in accordance with company and departmental policies. Acts as onsite backup for infrastructure or support needs back-up as required.
• May perform or coordinate technology project services as well as T&M work (non-project) for assigned client.
• 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 highly preferred; prior success in a role with ownership (IT Director/Senior Manager) of an enterprise-level internal IT environment may be acceptable.
• Demonstrated ability to provide both strategic direction and operational suppor