Technical Account Manager

Job Title: Technical Account Manager

Department: IT Service Department

Location: Bountiful, Utah

Modality: In-Person, In-Field

SUMMARY:
The Technical Account Manager (TAM) is responsible for providing high-quality, white-glove IT support and strategic guidance to a defined set of assigned clients. Acting as the primary technical point of contact, the TAM develops a deep understanding of each client’s environment, goals, and operational challenges to ensure reliable performance, proactive planning, and long-term satisfaction. This role blends advanced technical capability with exceptional customer service, relationship management, and consultative leadership. As a key member of the IT Service Department, the TAM ensures that clients receive consistent, high-value support—both onsite and remotely—while representing the organization with professionalism and technical excellence.

KEY RESPONSIBILITIES:

• Serve as the dedicated technical resource and primary point of contact for assigned client accounts, building strong, long-term relationships.
• Provide hands-on IT support by responding to service inquiries, diagnosing issues, and implementing effective resolutions across client networks and systems.
• Maintain a deep understanding of each client’s infrastructure, business needs, and operational priorities, using this insight to proactively identify risks, improvements, and future technology recommendations.
• Conduct regular technical health checks, reviews, and onsite visits to ensure optimal performance and alignment with IT best practices.
• Install, configure, and support network equipment, including firewalls, switches, wireless solutions, servers, and end-user devices.
• Coordinate and oversee deployment of hardware, software, and network upgrades, ensuring seamless implementation and minimal disruption to client operations.
• Assess network performance and provide recommendations for optimization, security enhancements, and technological improvements.
• Execute service pack updates, firmware upgrades, and security patches on workstations, servers, and network hardware.
• Monitor client environments using the organization’s tools to identify issues early and drive proactive solutions.
• Document work diligently in the helpdesk system, booking all time and maintaining accurate ticket, configuration, and asset records.
• Participate in daily team meetings and collaborate closely with the Service Manager to ensure client needs and priorities are consistently met.
• Educate and train clients on technical solutions, ensuring clear communication and an easy understanding of complex concepts.
• Support client success and business continuity by aligning IT solutions with client goals, improving reliability, efficiency, and security.
• Represent the organization professionally during all client interactions, contributing to trust, retention, and expanded service opportunities.

SKILLS & KNOWLEDGE:

• Strong professional integrity and personal credibility when interacting with clients and internal teams.
• Positive and solution-oriented attitude, especially when addressing client concerns or technical challenges.
• Ability to self-manage, prioritize effectively, and meet deadlines across multiple client environments.
• Excellent communication skills—written, verbal, and interpersonal—with the ability to translate technical information for non-technical users.
• High attention to detail and strong organizational skills for managing both routine tasks and complex projects.
• Ability to work collaboratively in a team-oriented environment while also operating independently at client sites.
• Proven capacity to build and maintain strong relationships with clients, vendors, and internal stakeholders.
• Professionalism, sound judgment, and diplomacy when addressing sensitive or escalated matters.
• Strong analytical and problem-solving skills applicable to diverse technical environments.

DISCLAIMER:
The above statements describe the general nature and level of work performed by individuals in this classification. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required of employees assigned to this position.

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• 401(k)
• Cell phone reimbursement
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• I confirm that I meet or exceed the qualifications of a Tier 2 / Level 2 IT Technician.

Experience:

• IT: 3 years (Required)

Ability to Commute:

• Bountiful, UT 84010 (Required)

Work Location: In person