Position Summary
The Technical Account Manager is a customer-facing technical role responsible for building trusted relationships with assigned clients, understanding their business and technology needs, supporting ongoing Managed Services delivery, and assisting with project planning and execution. This role serves as a bridge between the client, service desk, project teams, NOC/SOC, vendors, and internal leadership to help ensure clients receive responsive support, proactive guidance, clear communication, and high-quality technical outcomes. The position requires a hands-on technical professional who can participate in infrastructure, endpoint, cloud, identity, network, and security work while also managing account health, client expectations, recurring service reviews, and transition of project work into steady-state support. This position requires the employee to work onsite in Georgetown, TX at least 50% of the time, with the remaining time performed remotely or from an approved company location based on client and service needs.
Key Responsibilities
· Serve as a primary technical relationship contact for assigned clients, helping translate business needs, risks, pain points, and priorities into actionable service and project plans.
· Conduct recurring client touchpoints, service reviews, onsite visits, technical discovery sessions, and stakeholder meetings to maintain visibility into account health and technology needs.
· Coordinate with service desk, NOC/SOC, project managers, engineers, vendors, and client contacts to ensure support issues, escalations, risks, and project tasks are communicated and followed through.
· Provide Managed Services support functions, including ticket escalation assistance, technical triage, standards enforcement, monitoring follow-up, documentation review, client environment oversight, and operational handoff support.
· Support project work by assisting with discovery, requirements gathering, solution validation, implementation coordination, testing, client communication, documentation, and post-project transition to support teams.
· Plan, configure, deploy, and support technical work across Microsoft, Google Workspace, server, network, virtualization, endpoint management, cloud, and security environments as needed.
· Assist with identity and access management, including Active Directory, LDAP, Entra ID, Google Workspace, SSO, SAML, OIDC, conditional access, authentication methods, application registrations, and user/group provisioning.
· Support networking and access technologies, including DNS, DHCP, VLANs, subnetting, routing, switching, VPN, RADIUS, Microsoft NPS, wireless access, and zero-trust access solutions.
· Assist with endpoint deployment, MDM/UEM administration, application packaging, policy/profile management, security baselines, certificates, Wi-Fi/VPN profiles, firewall policies, licensing, and device restrictions.
· Review client environments for recurring issues, service gaps, support trends, lifecycle risks, documentation gaps, and opportunities for standardization or improvement.
· Create and maintain accurate client documentation, technical diagrams, implementation notes, account notes, checklists, test plans, service handoff materials, and client-facing recommendations.
· Communicate clearly with client stakeholders regarding service activity, project status, open risks, blockers, next steps, and recommended improvements.
· Participate in onsite discovery, implementation work, validation, user acceptance testing, service transition activities, and complex escalation support when required.
Required Qualifications
· Proven experience in a customer-facing technical role such as Technical Account Manager, Systems Engineer, Solutions Engineer, Project Engineer, vCIO support, client success engineer, managed services engineer, or similar position.
· Experience supporting business IT environments in a managed services, professional services, enterprise IT, or consulting environment.
· Strong ability to build trust with client stakeholders, communicate technical concepts clearly, manage expectations, and follow through on service or project commitments.
· Working knowledge of Microsoft identity, server, endpoint, networking, and cloud services, including Active Directory, Entra ID, Windows Server, Microsoft 365, Exchange, Teams, SharePoint, Intune, and Autopilot.
· Experience with Google Workspace administration, identity management, context-aware access, SSO, and related application integrations.
· Hands-on experience with networking fundamentals, including DNS, DHCP, VLANs, subnetting, routing, switching, VPNs, and wireless or secure access configurations.
· Ability to support endpoint deployment, application packaging, MDM/UEM policies, configuration profiles, security baselines, and device compliance controls.
· Comfortable using PowerShell, scripts, automation tools, PSA/RMM platforms, monitoring tools, and technical documentation to improve consistency and repeatability.
· Strong troubleshooting skills and the ability to coordinate resolution of complex technical issues while keeping internal teams and client stakeholders informed.
· Ability to work onsite in Georgetown, TX at least 50% of the time as required by client, service, and project needs.
· Strong written and verbal communication skills, including the ability to prepare client-facing updates, meeting notes, recommendations, and technical documentation.
Preferred Qualifications
· Experience working for an MSP, MSSP, systems integrator, IT consulting firm, or customer success organization supporting technical services.
· Experience with ConnectWise Manage, ConnectWise RMM, PSA ticketing systems, documentation platforms, monitoring tools, BrightGauge, or similar managed services platforms.
· Experience supporting recurring client review meetings, account planning, service reporting, roadmap discussions, risk registers, or technology improvement plans.
· Experience supporting security tools, endpoint protection, SIEM/SOC integrations, email security, application control, backup platforms, or compliance-focused IT services.
· Experience with AWS, Azure, cloud DNS services, cloud-hosted workloads, hybrid identity environments, or cloud cost and policy management.
· Relevant certifications such as Microsoft, VMware, CompTIA, Cisco, Google Workspace, security, networking, ITIL, project management, or cloud certifications.
Work Arrangement and Travel
This role requires a minimum of 50% onsite presence in Georgetown, TX. Onsite work may include client meetings, recurring service reviews, technical discovery, project implementation, testing, documentation validation, end-user coordination, escalation support, and project-to-support handoff activities. Remote work is permitted for eligible tasks when onsite presence is not required, but the employee must remain available to support client, service, and project needs as scheduled.
Success Measures
· Assigned clients experience professional communication, proactive follow-up, reliable technical guidance, and confidence in the services being delivered.
· Client environments are better understood, accurately documented, and supported through repeatable standards, secure configurations, and clear operational handoff practices.
· Service trends, recurring issues, risks, blockers, and improvement opportunities are identified early and communicated clearly to the appropriate internal and client stakeholders.
· Project work is supported with accurate discovery, clear requirements, timely communication, strong documentation, and smooth transition into Managed Services operations.
· Managed Services teams receive the context, documentation, and escalation support needed to maintain client environments effectively after implementation or change activity.
Pay: $100,000.00 - $110,000.00 per year
Benefits:
Work Location: Hybrid remote in Georgetown, TX 78626
