Technical Account Manager

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.

The Technical Account Manager is accountable across the following domains:

• Account-Level Technical Support & Ticket Management
• Proactive Monitoring Response & Alert Triage
• Client Communication & Relationship Management
• Endpoint, Identity & Cloud Systems Administration
• Documentation & Knowledgebase Maintenance
• Vendor Coordination & Escalation Support

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

• Serve as the primary technical point of contact for assigned client accounts, delivering Tier 1-2 support across hardware, software, and cloud environments.
• Resolve client incidents and service requests within established SLAs, maintaining proactive and professional communication throughout.
• Triage, prioritize, and elevate tickets appropriately in Connect Wise Manage, ensuring accurate documentation and time entries.
• Respond to and resolve monitoring alerts within defined target time frames, escalating to engineering when scope exceeds tier authority.