Manager of Tech Support

Technical Account Manager

We are looking for a Technical Account Manager to lead and oversee technical support operations in Salem, Oregon. This role requires a strategic thinker who can manage client relationships, ensure service delivery excellence, and drive account growth. The ideal candidate will possess strong leadership skills and a deep understanding of IT infrastructure and managed services.

Responsibilities :

• Serve as the primary point of contact between clients and internal teams, fostering effective communication and collaboration.
• Build and nurture strong, long-term relationships with key stakeholders to ensure client satisfaction.
• Conduct regular account reviews and strategic planning sessions to align services with client needs.
• Oversee service delivery, ensuring adherence to SLAs and proactively addressing performance issues.
• Collaborate with technical teams to resolve escalations and enhance service quality.
• Identify opportunities for upselling and cross-selling services to drive revenue growth.
• Lead contract renewals and negotiations, ensuring favorable outcomes for both the organization and clients.
• Maintain accurate records of client interactions, contracts, and service agreements.
• Work closely with sales, operations, and technical teams to align on client objectives and goals.
• Participate in onboarding new clients and ensuring smooth account transitions.

Requirements :

Experience : Minimum of 3 years in an MSP (Managed Service Provider) or equivalent IT service delivery role, with a proven track record of success managing enterprise or multi-location environments handling 3,0005,000 endpoints.

Technical Skills : Advanced proficiency in Microsoft 365, Azure, Active Directory, networking fundamentals, and common MSP toolsets, including Remote Monitoring and Management (RMM), detail oriented Services Automation (PSA), backup solutions, and security platforms.

Communication & Relationship-Building : Demonstrates exceptional communication and interpersonal skills, with a proven ability to build relationships with both technical teams and executive stakeholders.

Analytical & Organizational Skills : Strong analytical, organizational, and presentation abilities, with experience in Technical Business Reviews (TBR) or Quarterly Business Reviews (QBR) preferred.

Compliance Knowledge : Familiarity with industry compliance frameworks such as HIPAA, NIST, or CIS is a strong asset.

Certifications : Preferred certifications include CompTIA Network+ / Security+, Microsoft 365 / Azure Associate, or PMP (Project Management).

2025 Robert Half. An Equal Opportunity Employer. M / F / Disability / Veterans.