Client IT Lead & Technical Account Manager

Meriplex; Bedford (MA); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental/Vision coverage

401k

Job summary

Meriplex is seeking a Technical Account Manager to oversee a portfolio of client accounts as a virtual IT Manager, ensuring documentation, SOPs, and standards remain aligned with Meriplex policies. The role requires travel to client sites and working from Meriplex offices.

You will act as the SME for assigned clients, handle escalations, and drive client meetings with cross‑functional teams while helping optimize environments and timelines. Strong communication is essential.

Qualifications

• Bachelor’s degree or equivalent experience.
• Ideally 2+ years in an MSP environment.
• Ability to interpret service tickets, manuals and policies in written form.
• Strong troubleshooting and problem‑solving abilities.

Responsibilities

• Act as assigned client Subject Matter Technical Expert.
• Take escalations to resolve issues and requests.
• Maintain client network and systems documentation and SOPs.
• Evaluate client technology landscape against Meriplex standards.
• Present and collaborate on client evaluations with vCIO/Client Success Managers.
• Facilitate and drive client operational meetings.
• Provide guidance to other operations and sales teams.
• Review client metrics and identify service improvement opportunities.
• Sign off on client onboarding projects.
• Track maintenance and end-of-life schedules for client products.
• Light project management and delivery.
• Assist with firmware and patch remediation.
• Assist with client RCA delivery.
• Track all time accurately in Meriplex PSA.

Skills

Interpersonal skills

Strategic thinking

Problem solving

Time management

Client management

Education

Bachelor’s degree or equivalent experience

Tools

Datto

Kaseya

ConnectWise PSA

AutoTask PSA

VMware

Active Directory

Azure

Windows Server

Job description

Meriplex is seeking a Technical Account Manager to oversee a portfolio of client accounts as a virtual IT Manager, ensuring documentation, SOPs, and standards remain aligned with Meriplex policies. The role requires travel to client sites and working from Meriplex offices.

You will act as the SME for assigned clients, handle escalations, and drive client meetings with cross‑functional teams while helping optimize environments and timelines. Strong communication is essential.