Technical Account Manager

Diverge IT•Plano, TX

About The Position

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 the pod’s technical delivery quality and financial profitability. The role coordinates with Service Delivery Managers across tiers to keep the pod staffed, trained, and aligned with client service levels, and works with Sales on account health, profitability, growth, and retention. The TAM is the primary point of accountability for assigned clients’ service experience, satisfaction, and contract health. The position owns client relationships from a technical and operational perspective, develops deep knowledge of client environments and workflows, manages escalations and renewals, and ensures contracted services are delivered. The TAM also leads a pod of 10–15 Service Desk, Tier 2 Support, and Engineering staff, balancing workload, coordinating shared services, and driving service delivery KPIs. The role owns pod P&L performance, monitors account profitability and resource costs, identifies margin erosion and expansion opportunities, and reviews time-and-materials invoices with Accounting. It is a matrix management role: the TAM provides day-to-day operational leadership and input on team members’ performance and personnel actions while partnering with functional leaders and Service Delivery Managers. The position handles highly confidential internal and client information and must comply with company security, acceptable-use, and confidentiality requirements. The role requires working knowledge of Microsoft 365 and Admin Center, Azure/Entra ID, Intune, and the listed DivergeIT technology portals and PSA/RMM platforms, or the ability to develop that knowledge. An associate’s or bachelor’s degree in a relevant field is preferred, and equivalent technical certifications and professional experience may be considered. CompTIA A+, Network+, and Microsoft Fundamentals (MS-900 or AZ-900) are required or must be obtained within the stated post-hire periods.

Requirements

At least 5 years of experience 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 and influencing shared resources without direct authority.
Excellent client-facing communication skills and executive presence.
Working knowledge of Microsoft Intune, Microsoft 365 administration, and Microsoft Azure.
Strong familiarity with SOHO networks, including SD-WAN and wired and wireless networking.
Demonstrated ability to manage multiple client issues simultaneously and prioritize clearly.
Strong written and verbal communication skills and a client-first service mindset.
CompTIA A+ certification, or ability to obtain it within 90 days of hire.
CompTIA Network+ certification, or ability to obtain it within 6 months of hire.
Microsoft Fundamentals MS-900 or AZ-900 certification, or ability to obtain it within 6 months of hire.

Nice To Haves

Experience supporting users in a multi-tenant or multi-client environment.
Exposure to network fundamentals, including DNS, DHCP, VPN, basic switching, and routing.
Background supporting Microsoft Azure and cloud-based infrastructure.
Participation in on-call or after-hours support rotations.
Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field.
Relevant technical certifications and professional experience as an equivalent to a degree.
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+.

Responsibilities

Serve as the primary point of accountability for assigned clients’ service experience, satisfaction, and contract health.
Own technical and operational client relationships, including QBRs, escalations, and renewal risk management.
Develop deep knowledge of each client’s IT environment, business workflows, and recurring technical challenges.
Build trusted client relationships through consistent, transparent, and courteous communication.
Ensure delivery of contracted ManageIT and AugmentIT services, including applicable add-on services.
Serve as the technical escalation point for complex or high-severity client issues and engage Tier 2/Tier 3 engineers or leveraged services as needed.
Drive client-specific processes, including onboarding, terminations, PC setups, and security approvals.
Participate in client updates and scheduled engineering reviews.
Manage the turnover to production of new services, projects, and consulting engagements for assigned clients.
Lead a pod of 10–15 Service Desk, Tier 2 Support, and Engineering staff.
Set pod priorities and balance workload across clients to meet operational metrics.
Drive service delivery KPIs, including response time, resolution time, CSAT, and utilization, to exceed client-established SLAs.
Manage daily support operations and client escalations across the three-tier support pod.
Coordinate with shared or leveraged service pods to ensure seamless handoffs and a consistent client experience.
Own pod P&L performance based on assigned client revenue, pod resources, and leverage costs.
Identify and address margin erosion, underutilized capacity, and unbillable overage trends.
Conduct client profitability reviews and develop improvement recommendations with Sales.
Identify account expansion opportunities and partner with Sales or account management on renewals and upsells.
Review monthly T&M invoices with Accounting and assist Sales with client invoicing questions or disputes.
Attend scheduled team stand-ups, training sessions, and departmental meetings.
Record time entries accurately and promptly in accordance with company policy.
Follow company security standards, acceptable-use policies, and compliance requirements.
Represent the company professionally in client and vendor interactions.
Complete assigned training, certification tracks, and skill development activities.
Support special projects and team initiatives assigned by management.
Hold pod members accountable to client-support processes and procedures and identify operational inefficiencies.
Track account-specific dedicated engineering and support agreement hours and ensure the pod meets client agreements.
Provide feedback to direct Service Delivery Managers for pod members’ performance reviews and personnel actions.
Partner with Service Delivery Managers to forecast staffing needs, resolve resource conflicts, escalate capacity gaps, and ensure appropriate pod skills.