It Manager/It Technical Account Manager

Who We Are:

We are a privately owned leading Managed IT Services company (Managed Service Provider). Since 1997 we have specialized in providing managed IT services and managed security services for our clients. which are made up of small to medium-sized enterprises. We are looking for highly passionate individuals to join our team to help and drive the growth and success of our company.

Who You Are:

A seasoned IT professional who has experience working with consulting teams in an MSP environment and managing and supporting small to medium-sized clients. You stand out among other candidates because you possess strengths with key client relationship characteristics from communication to management of client support tickets, projects, schedules, and client KPIs. You have a proven track record of dealing directly with and taking full responsibility/ownership of client relationships and can easily evaluate the customer’s needs and work with ICE’s internal engineering teams to provide the right solutions.

So here is the Job:

This position will be located at our corporate offices in Milpitas, the Technical Account Manager is responsible for working with our customer to understand the customer’s IT needs and building a strong relationship with the customer. The role requires the ability to pull detailed data, analyze it, and provide recommendations based on their understanding of the processes, people and/or system(s) they are working with. You will identify problematic areas and help implement strategic solutions. Work with ICE internal engineering teams to ensure that the customer’s IT infrastructure is secured and running based on customer’s organizational policies. You are the customer’s point of contact for everything regarding your customer, including all support services (desktop, network, and systems). Your professional disposition is always positive and you champion client success at all levels of the organization. Your job scope will fluctuate based on the customer’s business needs.

Requirements

Minimum Required Qualifications

• Maintain, organize documentation on file servers in a concise and methodically manner
• Attention to detail and high level of accuracy while performing job duties.
• Ability to exercise sound decision-making, good initiative, positive and upbeat attitude.
• Bachelor’s Degree in computer science or 5+ years of experience
• Proficient w/MS Office Suite, Project, Visio, Excel, PP, Outlook, Internet, and Intranet
• Ability to work collaboratively and professionally with the customer, internally, vendors or others.
• 6-11 years’ experience (Ideally, 4+ yrs with a premier Business or Technology consulting company) and directly working with customers.
• Experience in technical management, information analysis and of computer hardware/software systems
• Ability to perform under pressure and can interact effectively with clients
• Excellent organizational skills, multi-task and prioritize in a fast-paced office environment
• Excellent overall communication skills, able to provide a high level of customer service.
• Experience w/ ticketing & quotation Apps i.e., Connect Wise and QuoteWerks or similar

Nice to Have

• Demonstrated Adaptability - Ability to drive forward in ambiguous environments
• Experience working in regulated industries (E.g., Fin Serv, Healthcare, Life Sciences)
• Proven track record of building/maintaining client relationships
• Strong Data, CRM, Cloud or Digital project experience