Enterprise Technical Account Manager (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 bring:

As a senior member of the managed services Field Team, the Enterprise Technical Account Manager will provide the highest-level technical support and strategy road-mapping to assigned, enterprise-level managed services clients within a 24/7/365 environment. As a highly visible member of our team, this individual will work remotely.

What you'll do:

• Accountability for the design and implementation of client project needs throughout the client’s lifecycle.
• Accountability for directing and leading not only direct reports but others across the business from throughout onboarding, day to day management and project work.
• 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 Enterprise Technical Account Manager will work with our enterprise-level clients to ensure overall success of service delivery, as well as client satisfaction to drive client retention.
• 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 Dedicated 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 Enterprise 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.
• Completing advanced-level system administration tasks across VMware, Windows & Linux Server, Azure, Backups, and SCCM.
• Mentoring and supervising daily activities of Dedicated Engineer staff. Provide feedback to Dedicated Engineers in accordance with company and departmental policies. Acts as onsite back-up in absence of Dedicated 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 5+ 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.
• (7) years of full-time (or equivalent) of system administration experience in the installation, configuration, troubleshooting, repair, maintenance, upgrades, backups and performance monitoring of multi-segmented networks and complex operating systems, servers, virtualized platforms and related software on midrange to high-end servers in a high-availability environment, and at least two (2) years of full-time (or equivalent) experience using Windows (PowerShell) or SCCM.
• Prior experience implementing and supporting a wide variety of enterprise technologies and services.
• 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 inte