Technical Account Manager (L3_Phil_Plano)

POSITION SUMMARY

The Technical Account Manager (TAM) serves as the Pod Leader within a matrix-organized MSP/MSSP service delivery model. The TAM owns a dedicated "pod" of technical staff and a defined book of assigned clients and is accountable for both the technical delivery quality and financial profitability of that pod.

The TAM must coordinate closely with Service Delivery Managers across all tiers to keep the pod properly staffed, trained, and aligned to each client's contracted service levels. The TAM must also work closely with Sales for client account health and profitability while also facilitating growth and retention.

AREAS OF RESPONSIBILITY

The TAM is accountable across the following domains:

• Client Communication & Relationship Management
• Tier 1 (Service Desk), Tier 2 Support and Tier 3 Engineering Staffing & Service delivery
• Account-level performance and adherence to ManageIT and AugmentIT agreements
• Process, Documentation & Knowledgebase Maintenance (e.g. client Playbooks)
• Vendor Coordination & Escalation Support
• Agreement level profitability and service delivery KPIs
• Pod financial(P&L) and operational performance (Utilization/SLA/KPI)

ESSENTIAL FUNCTIONS

The following are essential to the performance of this role. Reasonable accommodations may be made for individuals with disabilities.

Client & Account Ownership

• Act as the primary point of accountability for all assigned clients' service experience, satisfaction, and contract health.
• Own the client relationship from a technical/operational standpoint, including QBRs, escalations, and renewal risk management.
• Develop deep knowledge of each assigned client's IT environment, business workflows, and recurring technical challenges
• Build trusted relationships with client contacts through consistent, transparent, and courteous communication.
• Ensure DivergeIT is meeting client scope of services for core ManageIT and AugmentIT services (e.g. Depot reporting, Engineering Hours, or other add-on services)
• Serve as the technical escalation point for complex or high-severity client issues, engaging Tier 2/Tier 3 engineers or leveraged services as needed.
• Drive Client-specific processes and procedures such as new hire onboarding, terminations, PC setups and security approval processes.
• Actively participate in client updates or regularly scheduled engineering reviews
• Manage the turnover to production of new services, projects or consulting engagements for assigned clients

Pod Leadership

• Lead 10-15 pod members consisting of Service Desk, Tier 2 Support, and Engineering staff.
• Set Pod priorities and balance workload across clients for pod to meet operational metrics
• Drive service delivery KPIs that exceeds client established SLAs such as Response time, Resolution time, CSAT and utilization.
• Manage daily support operations with client escalations across the 3-tier support pod.
• Coordinate with shared/leveraged service pods (After-Hours Desk, Tools Support, Dedicated Engineer, Depot) to ensure seamless handoffs and consistent client experience.

Profitability & Financial Accountability

• Own Pod P&L performance based upon assigned client revenue against pod resource and leverage costs.
• Identify and act on Pod margin erosion, under-utilized capacity, or unbillable overage trends.
• Perform client profitability reviews and improvement recommendations with sales
• Identify expansion opportunities within assigned accounts (additional services, add-ons, scope changes) and partner with sales/account management on renewals and upsells.
• Provide monthly T&M invoice reviews with the Accounting Department and assist Sales with client invoicing questions or disputes.

GENERAL DUTIES

In addition to essential functions, the TAM will be expected to:

• Attend team stand-ups, training sessions, and departmental meetings as scheduled.
• Log time entries accurately and promptly in accordance with DivergeIT's timekeeping policy.
• Adhere to DivergeIT's security standards, acceptable use policies, and compliance requirements.
• Maintain a professional demeanor and represent DivergeIT's brand positively in all client and vendor interactions.
• Complete assigned training, certification tracks, and skill development activities.
• Support special projects or team initiatives assigned by management.
• This role will be exposed to highly confidential internal and client information and will be subject to additional confidentiality requirements.

Supervisory Responsibilities

• This is a matrix management role and therefore administratively to their functional practice leaders, and operationally for day-to-day client work.
• Act as daily operational leader over a Pod of 10-15 resources, holding each team member accountable to the processes and procedures to support assigned clients.
• Identify operational inefficiencies and make corrective actions with individually assigned pod members or via leveraged Service Delivery Managers.
• Track and maintain account-specific dedicated engineering and support agreement hours
• Provide account-level service leadership to ensure pod meets assigned client's agreements
• The TAM does not have sole hiring/firing authority but is the primary voice whose suggestions and recommendations as to the hiring, firing, advancement, promotion, or any other change of status of reporting staff carries heavy weight.
• Provide feedback on assigned pod members to their direct service delivery managers for performance reviews and other personnel actions.
• Partner with Tier 1, Tier 2, Tier 3, and Leveraged Service Delivery Managers to forecast staffing needs, resolve resource conflicts, escalate capacity gaps, and ensure the pod has the right skill mix to meet client commitments.

SYSTEMS & PLATFORMS

Working knowledge of the following platforms is required or expected to be developed:

Microsoft & Cloud

• Microsoft 365 and Admin Center — user, license, and group management
• Microsoft Azure / Entra ID — identity, access, and directory services
• Microsoft Endpoint Manager (Intune) — device enrollment and policy management

DivergeIT Technology Portals

• TODYL — endpoint protection management
• Auvik — network monitoring and inventory
• Cisco Meraki — basic network device management and troubleshooting
• Exclaimer — email signature administration
• KnowBe4 — security awareness campaign management
• IT Glue - knowledgebase
• Keeper - Password Vault
• OpenPath – Facility Access Solution

PSA & RMM Platforms

• ConnectWise Manage — ticketing, time tracking, and client communication
• ConnectWise Automate — remote monitoring, scripting, and patch management
• ConnectWise Control (ScreenConnect) — remote support sessions
• Desk Director Portal — client-facing service request interface

EXPERIENCE REQUIREMENTS

Minimum Required Experience

• 5+ years in MSP/MSSP service delivery, technical account management, or IT operations leadership.
• Demonstrated experience managing P&L or account profitability metrics.
• Strong working knowledge of IT service management (ITSM/ITIL), ticketing/PSA platforms, and tiered support models.
• Experience operating in a matrix-managed organization, influencing without direct authority over shared resources.
• Excellent client-facing communication and executive presence.
• Working knowledge of Microsoft Intune, 365 administration, and Microsoft Azure
• Strong Familiarity with SOHO networks including SD-WAN, Wired and Wireless networking
• Demonstrated ability to manage multiple client issues simultaneously with clear prioritization.
• 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.
• Exposure to network fundamentals: DNS, DHCP, VPN, basic switching and routing.
• Background supporting Microsoft Azure and cloud-based infrastructure.
• 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.
• Equivalent combination of relevant technical certifications and professional experience will be considered.

Required or Expected Certifications

• CompTIA A+ — required or to be obtained within 90 days of hire
• CompTIA Network+ — required or to be obtained within 6 months of hire
• Microsoft Fundamentals — MS-900 or AZ-900 required or to be obtained within 6 months of hire.

Preferred Certifications

• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-102)
• Microsoft 365 Certified: M365 Administrator Associate (MS-102)
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Auvik Certified Professional (ACP)
• ConnectWise Automate certification
• CompTIA Security+

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.
• Technical Aptitude — Approaches problems methodically and pursues continuous skill growth.
• Accountability — Owns issues from intake through resolution; follows through on commitments.
• Communication — Keeps clients and teammates informed with clarity, professionalism, and timeliness.
• Adaptability — Manages shifting priorities and diverse client needs with composure.
• Teamwork — Collaborates openly across engineering, account management, and project teams.
• Can Do, Will Do, Done — Embodies DivergeIT's core operating philosophy in every task.