Technical Account Manager

**Company Overview**

Joe Apps Technology Support is a managed IT and cybersecurity provider focused on helping small and medium-sized businesses succeed through innovative and secure technology. Our core values—**Authenticity**, **Collaboration**, **Excellence**, and **Continuous Improvement**—guide how we work and serve our clients.

We foster a supportive team culture and operate using the **Entrepreneurial Operating System (EOS)** to ensure clear goals and accountability.

**Job Summary**
Are you a proactive client advocate with a passion for technology and service excellence?**Joe Apps Technology Support** is looking for a motivated and detail-oriented **Technical Account Manager**who thrives at the intersection of relationship management and operational efficiency to join our Burlington-based team. If you love building strong client partnerships, driving business development, and ensuring customer satisfaction through effective communication in a fast-paced MSP environment all while making a real impact at a values-driven tech company - this could be your next great opportunity.

**What You’ll Be Doing**

You’ll play a key role in building trusted client relationships, conducting IT reviews, and contributing to service delivery operations to ensure exceptional support and satisfaction across a managed portfolio.

**Technical Account Manager (60%)**
- Act as the primary point of contact for a dedicated portfolio of managed clients, fostering strong, trusted relationships through proactive communication and consistent support.
- Conduct regular Technology Business Reviews (TBRs) and strategic planning sessions to align IT initiatives with client goals.
- Maintain detailed account documentation, lifecycle roadmaps, and IT budget planning.
- Monitor ticket trends and work with clients to reduce reactive issues.
- Identify upsell and cross-sell opportunities based on client needs and our service stack.
- Own client satisfaction metrics and handle any escalation before it becomes a churn risk.

**Service Manager (40%)**
- Monitor the help desk queue and ensure ticket triaging is timely and effective.
- Support scheduling and assignment of tickets, projects, and escalations.
- Ensure SLAs are being met and assist in removing roadblocks for the technical team.
- Work with the Ops Lead and Dispatch to standardize service delivery processes.
- Run daily/weekly team huddles for service alignment and client updates.
- Analyze KPIs (e.g., response times, resolution rates, ticket backlog) to drive improvements.

**Qualifications & Skills**
- 3+ years of experience in an MSP environment (client-facing account management and/or service delivery preferred).
- Familiarity with PSA and RMM tools (HaloPSA and NinjaOne ideal).
- Strong understanding of IT infrastructure, cloud services (Microsoft 365), and cybersecurity fundamentals.
- Excellent communication and presentation skills.
- Detail-oriented with strong documentation and organizational skills.
- Ability to work collaboratively with technical and leadership teams.
- Client-first mindset with a problem-solving attitude.

**Preferred Certifications (Not Required but a Plus)**
- ITIL Foundations
- CompTIA Network+ / Security+
- Microsoft 365 Certifications
- PMP or experience with project coordination

**Success in This Role Looks Like**
- 100% client touchpoints completed on schedule (e.g., TBRs every 90 days).
- 90% client satisfaction across managed accounts.
- Help desk consistently meets ticket triage and resolution SLAs.
- High internal team satisfaction and clarity around ticket ownership.

**Why Join Joe Apps?**

We offer **competitive**pay and a **supportive, flexible work environment**:

- **Salary**: $60,000 - $65,000 (commensurate with experience)
- **Health Insurance**: Comprehensive coverage for your health and wellness
- **Paid Time Off**: Generous vacation and personal days
- **Training & Development**: Ongoing learning and growth opportunities, with access to training programs and professional development resources
- **Growth Environment**: Join a growing tech company where your ideas are valued and your work has a direct impact
- **Dynamic and Supportive Culture**: Enjoy a fun, engaging work environment with regular team-building events and employee appreciation activities.
- We thank all applicants for their interest; however, only those selected for an interview will be contacted._

**Job Types**: Full-time, Permanent

Pay: $60,000.00-$65,000.00 per year

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Extended health care
- On-site parking
- Paid time off
- Vision care

Work Location: In person