Technical Account Manager

Red Cup IT, Inc. • Los Angeles, CA

20d • Hybrid

About The Position

We are looking for a Technical Account Manager (TAM) in a Managed Service Provider (MSP) environment is a hybrid position that sits at the intersection of high-level systems engineering and strategic client advocacy. Unlike a standard Account Manager, who focuses primarily on contracts and renewals, a TAM is the "technical glue" that ensures a client’s IT environment stays healthy, secure, and aligned with their business goals.
The TAM’s primary goal is to bridge the gap between technical operations (the Help Desk and Engineering teams) and the client’s business leadership. They serve as a Proactive Consultant rather than a reactive troubleshooter, focusing on long-term stability rather than just "putting out fires."

Responsibilities

• Standards Auditing: Regularly audit the client’s infrastructure against the MSP’s "Golden Standards" (e.g., ensuring backups are encrypted, firmware is updated, and MFA is enforced).
• vCIO Support: Collaborate with the Virtual CIO (vCIO) to develop 12-to-36-month technology roadmaps and realistic IT budgets.
• Lifecycle Management: Track aging hardware and software; plan and propose upgrades before "End of Life" (EOL) status creates security vulnerabilities or productivity bottlenecks.
• Vulnerability Management: Monitor security dashboards to identify trends—such as recurring malware alerts or failed patches—and coordinate remediation with the security team.
• Documentation Oversight: Ensure the client’s technical documentation (network maps, SOPs, vendor contacts) is accurate and updated in tools like ITGlue or Hudu.
• Backup & Disaster Recovery (BDR): Go beyond "green checks" to ensure disaster recovery plans are actually viable and meet the client's Recovery Time Objective (RTO).
• Technical Reviews: Lead or support Quarterly Business Reviews (QBRs) by translating complex technical data into business-relevant insights (e.g., "Your server uptime is 99%, but your aging Wi-Fi is slowing down the warehouse team by 20%").
• Escalation Management: Act as the "Senior Point of Contact" for complex technical issues that the Tier 1 or Tier 2 Help Desk cannot resolve or that require high-level client communication.
• New Tech Onboarding: Oversee the technical transition of new clients into the MSP’s managed environment to ensure a seamless "Day 1."

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees