Technical Account Manager (MSP)

The Technical Account Manager (internally known as a Client Technology Manager or CTM) is a client-facing technical role that helps clients get more from their technology through thoughtful strategy, clear direction, and long-term planning. As part of our Service Delivery team, you’ll serve as a trusted advisor, working directly with client stakeholders to guide decisions, reduce risk, and ensure their technology aligns with business goals. This is not a help desk role and not a pure engineering role. It is a strategic, relationship-driven opportunity for someone who brings technical credibility, strong communication, and a proactive, ownership-driven mindset. What You’ll Own The overall health, stability, and direction of your clients’ technology environments Client relationships, serving as the primary technical advisor and point of contact Technology roadmaps aligned to business goals, risk tolerance, and best practices Strategic planning meetings (QBRs), including preparation, facilitation, and follow-through Identifying risks, gaps, and opportunities across infrastructure, security, and operations Partnering with service, engineering, and project management teams to ensure execution aligns with strategy and standards How You’ll Drive Impact Translate business needs into clear technical strategies and actionable plans Use reporting, trends, and environment insight to proactively guide client decisions Lead direction during escalations by providing context, defining priorities, and ensuring the right resources are engaged Ensure issues are not only resolved, but understood – driving root cause analysis and preventative improvements Partner with internal technical teams to ensure work is executed in alignment with long-term strategy Validate that solutions meet client needs and align with standards before and after implementation What Success Looks Like You provide consistent ownership and follow-through for your clients’ environments, ensuring priorities stay visible and progress keeps moving forward Clients trust you as their go-to technical advisor and strategic partner Roadmaps are driven forward proactively, not reactively Environments are stable, secure, and aligned with standards Issues lead to long-term improvements, not repeated problems Clients clearly understand what’s coming next and why What Makes Someone Great in This Role You take full ownership, follow through reliably, and are comfortable making progress independently while collaborating with the right teams You proactively move client roadmaps forward with both client and company success in mind You genuinely care about your clients and take pride in being a trusted partner You are detail-oriented and communicate clearly, with documentation others can easily follow You are technically credible and can confidently guide conversations with both engineers and business stakeholders You think beyond immediate fixes and focus on long-term stability, security and growth Your Background Required Experience and Skills 4+ years of experience in IT, ideally in a client-facing or MSP environment Strong technical foundation across Microsoft environments (M365, Azure/Entra, Windows Server), networking, and security fundamentals Experience participating in or leading client conversations, planning, or strategy Strong troubleshooting and problem-solving skills across infrastructure and systems Preferred Experience Experience with MSP tools such as ConnectWise Manage and RMM platforms Familiarity with reporting tools such as Power BI Industry certifications (Microsoft, CompTIA, or equivalent) Skills for Success Clear and concise written and verbal communication High ownership, accountability, and follow-through Strong interpersonal skills and ability to build trust with client stakeholders Ability to manage multiple clients and priorities effectively Continuous improvement mindset, including leveraging automation and AI where appropriate Physical Requirements Travel to client sites is required, sometimes with short notice. Prolonged periods sitting at a desk and working on a computer. Ability to lift up to 25 pounds. About Mainstay Mainstay Technologies- IT you trust from a team you enjoy. Mainstay Technologies provides a full IT and Information Security department to small and medium size businesses in the northern New England area. As a company in the Best Companies to Work For Hall of Fame, we believe in using the power of technology and of business to help people flourish. This translates to a culture of caring, high-ownership teammates who work hard, enjoy each other immensely, and turn off the work at the end of the workday, to focus on what matters more than work. It is our commitment to people that makes us who we are. We love what we do, and we love who we do it with. We are driven by our mission: to give more than we get. People are always the ends, never the means. In addition to being a Best Company to Work For, we have also been recognized for Coolest Companies for Young Professionals, “Best of Business” for Managed IT Services, and the Torch Award for Marketplace Ethics. We have made the Inc. 500 | 5000 List for fastest growing small businesses 5 times. Benefits This is a full time, salaried position with a full benefits package, including: A flexible and fun work environment with events, lunch+ learns, ping pong, snacks, games, and books 3 weeks of PTO (4 weeks after 2 years) per year A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years Health, Dental, and Vision Insurance Disability Insurance Group and Supplemental Life Insurance Paid Family Leave 401(k) with 3% match ESOP! Team Profit Sharing Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs) Paid Volunteer Time Off Location We believe in Work-from-Anywhere and in the value of in-person relationships. We offer strong flexibility to work remotely, while also recognizing the importance of face-to-face connection through team meetings, all-staff gatherings, and in-person client meetings. We maintain a beautiful office in Manchester, NH, as well as a satellite office in Laconia, and we encourage each team member to choose the mix of home and in-office work that best supports their wellbeing and effectiveness. While coming into the office weekly is encouraged, it is not required. Because this role includes regular in-person client meetings, applicants must live within driving distance of our clients, offices, and team events to support client relationships, onboarding, and ongoing collaboration. Application We utilize an Applicant Tracking System for our applications. Please whitelist the following domains to ensure you receive our communications: jazz.co, jazzhr.com, and applytojob.com