Technical Account Manager

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Impact is a leading national managed services provider, specializing in IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support—focusing on delivering enterprise‑level resources to SMB and midmarket clients. We are committed to customer‑centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth.

The Technical Account Manager (TAM) is a trusted technical resource and relationship manager, responsible for managing relationships and delivering exceptional service to SMB‑level clients. The TAM serves as the primary technical liaison, aligning IT services and solutions with the client’s operational goals while ensuring the stability, security, and performance of their systems.

• Serve as the primary technical point of contact for assigned clients, providing guidance, proactive support, and technical recommendations to ensure the success of their IT environments.
• Own and oversee the client’s technical environment, including supported infrastructure, Impact‑provided software, and security solutions, ensuring stability, performance, and alignment with operational goals.
• Act as an escalation resource, guiding the resolution of technical issues and leading root cause analyses and post‑incident reviews with actionable recommendations.
• Oversee technical deployments, ensuring deliverables meet agreed objectives, quality standards, and seamless transitions to steady‑state support.
• Manage the lifecycle of client IT assets, including procurement, upgrades, and decommissioning, while monitoring warranties, licenses, and agreements for timely renewals.
• Collaborate with internal teams and stakeholders to ensure knowledge transfer, documentation, and alignment with business goals through tailored IT roadmaps.
• Proactively assess and monitor the client’s IT environment for potential risks, recommending solutions to mitigate them.
• Build and maintain trust‑based client relationships, acting as a liaison to align technical solutions with business objectives and ensure seamless communication during projects and incidents.
• Participate in regular business reviews to share performance metrics, lifecycle plans, and opportunities for improvement or growth.
• Partner with internal teams (Sales, PMO, vCIOs, Engineers) to identify, create, validate, and/or present upselling and cross‑selling opportunities, positioning Impact as a trusted advisor for long‑term success.
• Stay updated on emerging technologies, industry trends, and best practices, sharing insights to help clients optimize IT investments and improve operational efficiency.
• Contribute to internal knowledge‑sharing efforts by creating documentation and supporting team understanding of client environments and technical strategies.

• 7+ years of experience in technical engineering, with MSP experience strongly preferred.
• Demonstrated ability to oversee the complete lifecycle of managed IT solutions, including deployment, monitoring, maintenance, and continuous improvement in alignment with SLAs and client expectations.
• Strong knowledge in 2 or more of the following areas:
  • Server Operating Systems (Windows, Linux)
  • Directory Services (Microsoft Active Directory, Entra)
  • Networking (routers, switches, TCP/IP, DNS, DHCP, VPN, NAT, OSI Layers)
  • Microsoft 365 (Exchange Online, SharePoint, administration, licensing, Teams, Purview)
  • Virtualization Technologies (VMware and Microsoft Hyper‑V)
  • Cybersecurity (EDR/MDR, Zero Trust, firewalls, email security, compliance)
  • Endpoint Management (MDM, Intune, SCCM)
  • Storage Solutions (SAN, NAS, Shared storage, iSCSI, Fiber Channel)
  • Cloud Platforms and Services (Microsoft Azure)
  • Database Administration (Microsoft SQL, MySQL, Oracle)
  • Backup and Disaster Recovery (Datto, Veeam)
• Preferred knowledge in the following areas:
  • MSP Tools and Platforms (N‑Able, IT Glue, Halo)
  • Security Solutions (KnowBe4, Cisco Umbrella, Sentinel…