Technical Account Manager

Adams Brown Technology Specialist LLC•Wichita, KS

16h

About The Position

The Technical Account Manager is responsible for the overall technical success of clients within an assigned client group. The role brings together the right technical resources to achieve client outcomes and serves as the group’s senior technical resource. The Technical Account Manager leads Client Engineers, owns complex escalations, maintains technology standards, coordinates technical projects, and works to ensure client environments are reliable, supportable, secure, and aligned with organizational standards. For larger clients in the assigned group, the Technical Account Manager also serves as the client engineer and owns the relationship, while enabling other Client Engineers to remain the primary day-to-day technical contacts for client employees. Success is measured by the performance of the client group as a whole, including client satisfaction, technical quality, response and resolution performance, project execution, standardization, and reduction of recurring issues—not by the number of tickets personally resolved. The role may be located in Hutchinson, McPherson, Great Bend, Wichita, or a nearby surrounding community in Kansas. The office is open Monday through Friday, 8:00 a.m. to 5:00 p.m. Additional hours and travel may be required, travel to client offices does not typically require overnight stays, and on-call duties with extended hours are possible.

Requirements

Broad experience with servers, networking, Microsoft 365, cloud, security, and general IT infrastructure.
Ability to troubleshoot complex technical problems without personally performing every task.
Comfort leading technical projects.
Ability to prioritize multiple clients, projects, escalations, and competing demands.
Effective communication with engineers, clients, vendors, and leadership.
Understanding of the importance of standards and documentation.
Ability to coach and develop other engineers.
Proactive approach to problem-solving rather than simply reacting to issues.
Takes ownership of outcomes.
Strong customer-service mindset.
Additional hours and travel may be required; possible on-call duties with extended hours.

Responsibilities

Build an assigned client group that can resolve issues promptly without depending on the Technical Account Manager for every complex problem.
Serve as the senior technical escalation point for Client Engineers and Help Desk Engineers; assist with complex server, network, infrastructure, Microsoft 365, and client-specific issues; keep escalations moving toward resolution; coordinate additional expertise when needed; and lead technical responses to significant client-impacting incidents when appropriate.
Identify root causes of recurring or significant technical issues and coach engineers through escalations rather than taking over every difficult ticket.
Own adherence to established technology standards across assigned clients, identify deviations, and develop remediation plans.
Work with Proactive Services on infrastructure, backup, patching, security, monitoring, and lifecycle concerns; review recurring issues and recommend permanent corrective actions.
Ensure technical documentation is accurate and sufficient for Help Desk and Client Engineering teams, and identify opportunities for standardization, automation, and technical improvement.
Provide technical direction, mentoring, and coaching to Client Engineers; help them develop knowledge of their clients, environments, priorities, and expectations; and develop their ability to resolve issues without senior-level escalation.
Serve as the client engineer and own the relationship for larger clients in the assigned group; assist with workload prioritization and resource allocation; and review technical quality and reinforce engineering standards.
Own technical coordination and delivery of projects within the assigned client group; define technical requirements, scope, dependencies, and implementation plans; and determine which work can be completed by Client Engineers versus additional engineering resources.
Coordinate project schedules with clients, Service Coordination, vendors, and internal resources; provide technical leadership during implementations; ensure projects meet organizational standards; and confirm documentation and support handoff are completed.
Maintain a holistic view of each client’s health and work across Help Desk, Client Engineering, Proactive Services, and Consulting to address concerns and prevent future support issues.
Regularly review recurring ticket trends, aging and escalated tickets, infrastructure, backup and recovery, security, documentation quality, technical debt, hardware and infrastructure lifecycle, projects and upcoming changes, client-specific risks, and opportunities to reduce future support demand.