Account Manager Jobs

About The Position

Requirements

• 5+ years 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, influencing without direct authority over shared resources.
• Excellent client-facing communication and executive presence.
• Working knowledge of Microsoft Intune, 365 administration, and Microsoft Azure
• Strong Familiarity with SOHO networks including SD-WAN, Wired and Wireless networking
• Demonstrated ability to manage multiple client issues simultaneously with clear prioritization.
• Strong written and verbal communication skills with a client-first service mindset.
• CompTIA A+ — required or to be obtained within 90 days of hire
• CompTIA Network+ — required or to be obtained within 6 months of hire
• Microsoft Fundamentals — MS-900 or AZ-900 required or to be obtained within 6 months of hire.

Nice To Haves

• Experience supporting users in a multi-tenant or multi-client environment.
• Exposure to network fundamentals: DNS, DHCP, VPN, basic switching and routing.
• Background supporting Microsoft Azure and cloud-based infrastructure.
• Participation in on-call or after-hours support rotations.
• 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

• Client Communication & Relationship Management
• Tier 1 (Service Desk), Tier 2 Support and Tier 3 Engineering Staffing & Service delivery
• Account-level performance and adherence to ManageIT and AugmentIT agreements
• Process, Documentation & Knowledgebase Maintenance (e.g. client Playbooks)
• Vendor Coordination & Escalation Support
• Agreement level profitability and service delivery KPIs
• Pod financial(P&L) and operational performance (Utilization/SLA/KPI)
• Act as the primary point of accountability for all assigned clients' service experience, satisfaction, and contract health.
• Own the client relationship from a technical/operational standpoint, including QBRs, escalations, and renewal risk management.
• Develop deep knowledge of each assigned client’s IT environment, business workflows, and recurring technical challenges
• Build trusted relationships with client contacts through consistent, transparent, and courteous communication.
• Ensure DivergeIT is meeting client scope of services for core ManageIT and AugmentIT services (e.g. Depot reporting, Engineering Hours, or other add-on services)
• Serve as the technical escalation point for complex or high-severity client issues, engaging Tier 2/Tier 3 engineers or leveraged services as needed.
• Drive Client-specific processes and procedures such as new hire onboarding, terminations, PC setups and security approval processes.
• Actively participate in client updates or regularly scheduled engineering reviews
• Manage the turnover to production of new services, projects or consulting engagements for assigned clients
• Lead 10-15 pod members consisting of Service Desk, Tier 2 Support, and Engineering staff.
• Set Pod priorities and balance workload across clients for pod to meet operational metrics
• Drive service delivery KPIs that exceeds client established SLAs such as Response time, Resolution time, CSAT and utilization.
• Manage daily support operations with client escalations across the 3-tier support pod.
• Coordinate with shared/leveraged service pods (After-Hours Desk, Tools Support, Dedicated Engineer, Depot) to ensure seamless handoffs and consistent client experience.
• Own Pod P&L performance based upon assigned client revenue against pod resource and leverage costs.
• Identify and act on Pod margin erosion, under-utilized capacity, or unbillable overage trends.
• Perform client profitability reviews and improvement recommendations with sales
• Identify expansion opportunities within assigned accounts (additional services, add-ons, scope changes) and partner with sales/account management on renewals and upsells.
• Provide monthly T&M invoice reviews with the Accounting Department and assist Sales with client invoicing questions or disputes.
• Attend team stand-ups, training sessions, and departmental meetings as scheduled.
• Log time entries accurately and promptly in accordance with DivergeIT’s timekeeping policy.
• Adhere to DivergeIT’s security standards, acceptable use policies, and compliance requirements.
• Maintain a professional demeanor and represent DivergeIT’s brand positively in all client and vendor interactions.
• Complete assigned training, certification tracks, and skill development activities.
• Support special projects or team initiatives assigned by management.
• Act as daily operational leader over a Pod of 10-15 resources, holding each team member accountable to the processes and procedures to support assigned clients.
• Identify operational inefficiencies and make corrective actions with individually assigned pod members or via leveraged Service Delivery Managers.
• Track and maintain account-specific dedicated engineering and support agreement hours
• Provide account-level service leadership to ensure pod meets assigned client’s agreements
• Provide feedback on assigned pod members to their direct service delivery managers for performance reviews and other personnel actions.
• Partner with Tier 1, Tier 2, Tier 3, and Leveraged Service Delivery Managers to forecast staffing needs, resolve resource conflicts, escalate capacity gaps, and ensure the pod has the right skill mix to meet client commitments.

Benefits

• Confidentiality requirements