POSITION SUMMARY
The Technical Account Manager (TAM) at DivergeIT, Inc. is a client-facing technical role responsible for delivering consistent, high-quality IT support and account-level technical services across DivergeIT's managed client base. This position serves as the primary day-to-day technical contact for assigned accounts, bridging the gap between reactive help desk support and strategic account management. The TAM is expected to develop deep familiarity with each assigned client's environment, proactively identify areas for improvement, and ensure service delivery aligns with both SLA obligations and client business objectives. This role is technically motivated, building client relationships, thrives on solving a wide variety of IT challenges. The TAM collaborates closely with engineering, consulting, and account management teams.
AREAS OF RESPONSIBILITY
The Technical Account Manager is accountable across the following domains:
- Account-Level Technical Support & Ticket Management
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Proactive Monitoring Response & Alert Triage
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Client Communication & Relationship Management
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Endpoint, Identity & Cloud Systems Administration
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Documentation & Knowledgebase Maintenance
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Vendor Coordination & Escalation Support
ESSENTIAL FUNCTIONS
The following are essential to the performance of this role. Reasonable accommodations may be made for individuals with disabilities.
Client Support & Incident Management
- Serve as the primary technical point of contact for assigned client accounts, delivering Tier 1–2 support across hardware, software, and cloud environments.
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Resolve client incidents and service requests within established SLAs, maintaining proactive and professional communication throughout.
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Triage, prioritize, and escalate tickets appropriately in ConnectWise Manage, ensuring accurate documentation and time entries.
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Respond to and resolve monitoring alerts within defined target timeframes, escalating to engineering when scope exceeds tier authority.
Account Familiarity & Relationship Management
- Develop deep knowledge of each assigned client's IT environment, business workflows, and recurring technical challenges.
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Build trusted relationships with client contacts through consistent, transparent, and courteous communication.
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Participate in client check-ins and QBR preparation support as directed by Account Management.
Systems Administration
- Administer and support Microsoft 365, Azure Active Directory / Entra ID, and Endpoint Manager (Intune) for client environments.
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Perform user onboarding and offboarding, including account provisioning, device setup, and license management.
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Support Endpoint security posture using Microsoft Defender for Endpoint.
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Assist with network device management and basic troubleshooting across Meraki and related platforms.
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Perform routine maintenance tasks including patching, backup verification, and health checks via ConnectWise Automate.
Documentation & Knowledge Management
- Create and maintain accurate client environment documentation within DivergeIT's Knowledgebase.
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Log all work activities, resolutions, and client interactions thoroughly in ConnectWise.
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Contribute procedures that improve team efficiency and service consistency.
Vendor & Team Coordination
- Coordinate with third-party vendors and ISPs on client-related issues requiring external resolution.
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Escalate complex issues to senior engineers or the Service Delivery Manager with complete context and documentation.
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Collaborate with DivergeIT's project and onboarding teams to support client migrations and new service implementations.
GENERAL DUTIES
In addition to essential functions, the TAM will be expected to:
- Attend team stand-ups, training sessions, and departmental meetings as scheduled.
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Log time entries accurately and promptly in accordance with DivergeIT's timekeeping policy.
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Adhere to DivergeIT's security standards, acceptable use policies, and compliance requirements.
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Maintain a professional demeanor and represent DivergeIT's brand positively in all client and vendor interactions.
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Complete assigned training, certification tracks, and skill development activities.
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Support special projects or team initiatives assigned by management.
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This role will be exposed to highly confidential internal and client information and will be subject to additional confidentiality requirements.
SYSTEMS & PLATFORMSWorking knowledge of the following platforms is required or expected to be developed: Microsoft & Cloud
- Microsoft 365 and Admin Center — user, license, and group management
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Microsoft Azure / Entra ID — identity, access, and directory services
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Microsoft Endpoint Manager (Intune) — device enrollment and policy management
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Microsoft Defender for Endpoint — alert monitoring and basic remediation
DivergeIT Technology Portals
- Webroot — endpoint protection management
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OpenDNS — DNS filtering and content control
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Auvik — network monitoring and inventory
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Cisco Meraki — basic network device management and troubleshooting
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Exclaimer — email signature administration
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KnowBe4 — security awareness campaign management
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DivergeIT Knowledgebase and Password Vault
PSA & RMM Platforms
- ConnectWise Manage — ticketing, time tracking, and client communication
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ConnectWise Automate — remote monitoring, scripting, and patch management
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ConnectWise Control (ScreenConnect) — remote support sessions
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Desk Director Portal — client-facing service request interface
EXPERIENCE REQUIREMENTS
Minimum Required Experience
- 2+ years of hands-on IT support experience in a help desk, desktop support, or field technician role.
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1+ years of experience in a Managed Service Provider (MSP) environment preferred; strong consideration given to candidates with demonstrated MSP-adjacent exposure.
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Working knowledge of Microsoft 365 administration, Windows endpoints, and Active Directory / Entra ID.
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Familiarity with ticketing and RMM platforms (ConnectWise suite strongly preferred).
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Demonstrated ability to manage multiple client issues simultaneously with clear prioritization.
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Strong written and verbal communication skills with a client-first service mindset.
Preferred Experience
- Experience supporting users in a multi-tenant or multi-client environment.
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Exposure to network fundamentals: DNS, DHCP, VPN, basic switching and routing.
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Background supporting Microsoft Azure and cloud-based infrastructure.
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Participation in on-call or after-hours support rotations.
EDUCATION & CERTIFICATIONS
Education
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
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Equivalent combination of relevant technical certifications and professional experience will be considered.
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High school diploma or GED required.
Required or Expected Certifications
- CompTIA A+ — required or to be obtained within 90 days of hire
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CompTIA Network+ — required or to be obtained within 6 months of hire
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Microsoft Fundamentals — MS-900 or AZ-900 required or to be obtained within 6 months of hire.
Preferred / Bonus Certifications
- CompTIA Security+
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Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-102)
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Microsoft Certified: Azure Administrator Associate (AZ-104)
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Auvik Certified Professional (ACP)
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ConnectWise Automate certification
CORE COMPETENCIES
The successful TAM candidate will demonstrate these competencies aligned to DivergeIT's culture and values:
- Client Focus — Treats every interaction as an opportunity to build trust and deliver value.
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Technical Aptitude — Approaches problems methodically and pursues continuous skill growth.
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Accountability — Owns issues from intake through resolution; follows through on commitments.
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Communication — Keeps clients and teammates informed with clarity, professionalism, and timeliness.
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Adaptability — Manages shifting priorities and diverse client needs with composure.
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Teamwork — Collaborates openly across engineering, account management, and project teams.
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Can Do, Will Do, Done — Embodies DivergeIT's core operating philosophy in every task.
