Senior Technical Account Manager

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Managed Solution

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Managed Services • Professional Service • Cloud Office 365 • Unified Communications • Desktop/Device Management

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Description

• 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. • 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. • Acting as the senior-most technical resource for client issue/problem escalation within the managed services department. • Mentoring and supervising daily activities of Field Engineer staff. • Periodically traveling onsite to clients to address technical needs or concerns and/or to conduct regular reviews of service.

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 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 common regulatory frameworks (PCI, NIST, CMMC, cybersecurity, etc.)

Benefits

• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+ • 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 – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (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