Technical Account Manager

Technical Account Manager – Impact Networking, LLC

Join our leading national managed services provider dedicated to IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. We partner with clients through thoughtful strategy, solutions architecture, technology deployment, and continuous support, delivering customer‑centric excellence and innovative solutions to SMB and mid‑market organizations.

The Technical Account Manager (TAM) is a trusted technical resource and relationship manager, responsible for managing client relationships and delivering exceptional service to SMB‑level clients. The role serves as the primary technical liaison, aligning IT services and solutions with client operational goals while ensuring system stability, security, and performance. Leveraging technical and organizational knowledge, the TAM oversees lifecycle management, supports technical projects, and facilitates seamless transitions to steady‑state support.

The TAM proactively identifies risks, recommends practical technical improvements, and ensures implementation of solutions tailored to customer needs. Collaboration with internal teams and client stakeholders resolves high‑priority challenges, optimizes IT environments, and drives continuous improvement.

• Serve as primary technical point of contact for assigned clients, providing guidance, proactive support, and technical recommendations.
• Own and oversee the client’s technical environment, including supported infrastructure, Impact‑provided software, and security solutions.
• Act as escalation resource, guiding resolution of technical issues and leading root cause analysis and post‑incident reviews.
• Oversee technical deployments, ensuring deliverables meet agreed objectives and quality standards.
• Manage client IT asset lifecycle, including procurement, upgrades, decommissioning, and warranty/license renewals.
• Collaborate with internal teams to ensure knowledge transfer, documentation, and alignment with business goals through tailored IT roadmaps.
• Proactively assess and monitor the client’s IT environment for risks and recommend mitigation solutions.
• Build and maintain trust‑based client relationships, aligning technical solutions with business objectives.
• Participate in regular business reviews to share performance metrics and opportunities for improvement or growth.
• Partner with internal teams (Sales, PMO, vCIOs, Engineers) to create and present upselling and cross‑selling opportunities.
• Remain current on emerging technologies, industry trends, and best practices to help clients optimize IT investments.
• Contribute to internal knowledge sharing by creating documentation and supporting team understanding of client environments.

• 7+ years of technical engineering experience, with MSP experience strongly preferred.
• Demonstrated ability to oversee the complete lifecycle of managed IT solutions, including deployment, monitoring, maintenance, and continuous improvement.
• Strong knowledge in at least two of the following areas:
  • Server Operating Systems (Windows, Linux)
  • Directory Services (Microsoft Active Directory, Entra)
  • Networking (routers, switches, TCP/IP, DNS, DHCP, VPN, NAT, OSI Layers)
  • Microsoft 365 (Exchange Online, SharePoint, administration, licensing, Teams, Purview)
  • Virtualization (VMware, Microsoft Hyper‑V)
  • Cybersecurity (EDR/MDR, Zero Trust, firewalls, email security, compliance)
  • Endpoint Management (MDM, Intune, SCCM)
  • Storage (SAN, NAS, shared storage, iSCSI, Fiber Channel)
  • Cloud Platforms (Microsoft Azure)
  • Database Administration (SQL, MySQL, Oracle)
  • Backup & Disaster Recovery (Datto, Veeam)
• Preferred knowledge: MSP tools (N‑Able, IT Glue, Halo), Security solutions (KnowBe4, Cisco Umbrella, Sentinel One, Huntress, Proofpoint), ITSM frameworks (ITIL, COBIT).
• Soft Skills:
  
  Clear communication, trust building, proactive problem solving, time management.
• Education/
  
  Certifications:
  
  Bachelor’s degree in computer science or equivalent; preferred certifications include Microsoft Azure, M365 or Windows, Cisco CCNA, Network+, Security+, VMware VCP, ITIL, Agile, Dev Ops.

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