Technical Account Manager T2.5 (MSP)

Bowman Williams; La Verne (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

Bowman Williams is hiring a Technical Account Manager with a Tier 2.5 background to audit, benchmark, and improve client environments across Microsoft 365, Azure, Entra ID, Windows Server, and more. The role focuses on identifying misalignments before tickets, reducing reactive support, and guiding smarter technology decisions.

You will lead client service days, benchmarking sessions, and runbooks development while collaborating with vCIO and technical teams to prepare Technology Business

Qualifications

• 5+ years of hands on MSP infrastructure experience.
• Demonstrated experience benchmarking real client environments against established standards.
• Ability to identify technical risk and turn findings into documented, client facing recommendations.
• Experience reviewing infrastructure health across patching, backups, endpoint protection, connectivity, and security configurations.
• Strong understanding of PSA, RMM, documentation, and MSP service delivery platforms.
• Strong client communication, documentation, organization, and follow through.
• Reliable transportation for regular local client visits.

Responsibilities

• Audit client environments against MSP and industry standards across infrastructure, cloud, endpoints, networking, and security.
• Lead proactive client service days, technical reviews, and benchmarking sessions.
• Identify root causes and technical misalignments that contribute to recurring support issues.
• Build and maintain client runbooks, SOPs, documentation, and technical standards.
• Turn technical findings into client facing recommendations and project opportunities.
• Partner with vCIO and technical teams to prepare recommendations for Technology Business Reviews.
• Maintain benchmarking schedules and ensure assigned clients remain aligned with established standards.
• Use Microsoft 365 Copilot and Copilot Studio to improve documentation, automation, and client deliverables.

Skills

MSP infrastructure

Benchmarking

Client communication

Documentation

PSA familiarity

RMM familiarity

Opportunity identification

Tools

myITprocess

Lifecycle Insights

vCIO Toolbox

Microsoft 365 Copilot

Copilot Studio

Job description

We are a growing Managed Services Provider hiring a Technical Account Manager with a Tier 2.5 technical background to proactively audit, benchmark, and improve client environments.

For this role, Tier 2.5 means you should be able to independently assess and troubleshoot client environments across Microsoft 365, Azure, Entra ID, Windows Server, Active Directory, endpoints, networking, backups, and security, then turn those findings into clear recommendations without needing constant senior engineering support.

This is not a relationship only TAM role. The goal is to find technical misalignments before they become tickets, reduce reactive support, and help clients make smarter technology decisions.

What You Will Own

• Audit client environments against MSP and industry standards across infrastructure, cloud, endpoints, networking, and security
• Lead proactive client service days, technical reviews, and benchmarking sessions
• Identify root causes and technical misalignments that contribute to recurring support issues
• Build and maintain client runbooks, SOPs, documentation, and technical standards
• Turn technical findings into client facing recommendations and project opportunities
• Partner with vCIO and technical teams to prepare recommendations for Technology Business Reviews
• Maintain benchmarking schedules and ensure assigned clients remain aligned with established standards
• Use Microsoft 365 Copilot and Copilot Studio to improve documentation, automation, and client deliverables

What We Are Looking For

• 5+ years of hands on MSP infrastructure experience
• Demonstrated experience proactively benchmarking real client environments against established standards
• Ability to identify technical risk and turn findings into documented, client facing recommendations
• Experience reviewing infrastructure health across patching, backups, endpoint protection, connectivity, and security configurations
• Strong understanding of PSA, RMM, documentation, and MSP service delivery platforms
• Strong client communication, documentation, organization, and follow through
• Reliable transportation for regular local client visits

Experience That Helps

• myITprocess, Lifecycle Insights, vCIO Toolbox, or similar benchmarking tools
• Microsoft 365 Copilot or Copilot Studio
• Medical, Dental, and Vision coverage effective Day 1
• $50,000 Life and AD&D Insurance
• 401(k) with company match after 3 months
• PTO, Paid Holidays, Floating Holidays, and Sick Days
• Employer paid Long Term Disability
• FSA and HSA options
• $1,500 adoption assistance
• Opportunity to move beyond reactive ticket support into proactive technical ownership and client strategy