Strategic MSP IT Account Manager

Ultipro; Bedford, Northern (MA, KY); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

PTO

Holiday pay

Referral bonuses

Job summary

Meriplex is seeking a Technical Account Manager to oversee a portfolio of clients as a virtual IT Manager. You will ensure documentation and SOPs stay current, align clients to Meriplex standards, and handle technical escalations. Travel to client sites and Meriplex offices is required.

You will serve as a SME for assigned clients, resolve escalations, maintain network documentation, and collaborate with vCIO/CSMs. Strong communication and problem-solving skills are essential.

Qualifications

• Bachelor’s degree or six years related experience or equivalent combination.
• Ideally 2+ years in an MSP environment.
• Proficient in interpreting documents and writing clear correspondence.

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 based on set standards.
• Present and collaborate on client evaluations with vCIO/CSMs.
• Facilitate and drive client operational meetings.
• Provide guidance and training to other teams.
• Review client KPI’s; identify service improvement opportunities.
• Sign off on client onboarding projects.
• Track product maintenance and end-of-life schedules.
• Light project management and delivery.
• Assist with firmware and patch remediation.
• Assist with client RCA delivery.
• Track all time in Meriplex PSA.

Skills

Interpersonal skills

Analytical thinking

Problem solving

Time management

Communication

Team collaboration

Empathy

Education

Bachelor’s degree

2+ years MSP experience

Tools

Datto

Kaseya

Windows Server

Microsoft Azure

VMware

AD/DNS/DHCP

Exchange 2010-2019, Office 365

Firewalls

Site-to-Site VPN

SSL VPN

ConnectWise PSA

AutoTask PSA

Job description

Meriplex is seeking a Technical Account Manager to oversee a portfolio of clients as a virtual IT Manager. You will ensure documentation and SOPs stay current, align clients to Meriplex standards, and handle technical escalations. Travel to client sites and Meriplex offices is required.

You will serve as a SME for assigned clients, resolve escalations, maintain network documentation, and collaborate with vCIO/CSMs. Strong communication and problem-solving skills are essential.