Technical Account Lead/ Manager

Axiom Technology Group
Stamford, CT

A Technical Account Lead (TAL) provides superior customer support to Axiom clients by developing a strong trusting relationship.  A TAL has a well-rounded depth of IT knowledge and acts as the client’s IT Manager focused on aligning the client’s business goals with their IT needs. 

 

Part of this responsibility includes making sure Axiom is delivering the proper level of service according to contract and that expectations and key performance indicators (KPIs) are met.  The TAL is also expected to identify opportunities for each client where technology and systems can be used in support of the organization’s strategic goals and help to create operational efficiencies for each client.  The Technical Account Lead owns the client relationship from beginning to end, including communications and strives to create a long-standing mutually beneficial partnership.

 

Job Length: Full-Time / Exempt

Compensation: Annual plus performance compensation plus commission

Benefits Offered: Vision, Medical, Life, Dental, 401K

Authorization to work in the US is required

We encourage relocation but relocation packages are not offered

 

COMPANY PERKS

  • Training opportunities (e.g. technical and financial)
  • Free parking
  • Free lunch once a week
  • Convenience location right off major highway
  • Holiday and Summer parties
  • Team-building outings

Check out the following link to view our company culture video: http://www.thinkaxiom.com/axiology/axiom-team-axiom-recruits-and-retains-the-best-most-enthusiastic-industry-talent-to-create-a-progressive-and-collaborative-culture/

 

RESPONSIBILITIES

Daily Responsibilities- Client Facing

·       Serve as a liaison between client and Axiom

·       Attend regularly scheduled onsite visits to client locations

·       Understand the short and long-term business goals for assigned clients and how Axiom can help formulate technological solutions to meet the goals  

·       Advocate for client and ensure that the client is receiving the full value of the support package that was contracted

·       Ensure there is regular communication with clients when help desk issues are escalated and require more troubleshooting to reach resolution

·       Ensure full client satisfaction to resolutions, when client may have received service support from other Axiom team members

·       Ensure client technologies are monitored in accordance with contractual obligations and help to manage expectations and remediation where appropriate

·       Manage user accounts, permissions, email, anti-virus, and anti-spam

·       Ensure efficient diagnosis, troubleshooting and resolution of technical issues at desktop, server and network level according to the contracted SLAs

·       Maintain an awareness of customer’s SLA and support efforts to stay within the boundaries of the SLA

·       Work with the client to ensure or develop a disaster recovery plan for IT in alignment with the corporate business continuity plan to include all system back-ups, restoration processes, and regular testing

·       Ensure client technologies are up to date and comply with the client’s corporate IT Asset Management (ITAM) strategy and participate in the annual budget planning process for technology refresh

·       Monitor system performance, identify and recommend system enhancements

·       Participate in projects for assigned clients as a subject matter expert

·       Responsible for technology vendor management for assigned clients

·       Ability to proactively identify potential client issues prior to occurrence

·       Conduct a Quarterly Business Review (QBR) to ensure the service delivery is in line with the expected obligations as outlined in the contract and help to facilitate the ‘right-sizing’ of the contract

·       Some travel to client sites may be required


Daily Responsibilities – Internal Facing

·       Work with Sales on a regular basis to identify and prioritize opportunities with existing portfolio clients

·       Responsible for facilitating and managing estimates and budgets for assigned clients and client projects

·       Conduct weekly “Approve & Post” to review and approve timesheets to ensure proper client billing

·       Follow up with Axiom staff on all escalations to ensure the quickest resolution possible with minimal interruption and impact to the client’s business

·       Accurately record daily time sheets

·       Monitor and manage the client’s utilization of Axiom resources

·       Seek appropriate guidance from team members when faced with challenges

·       Provide collaborative feedback to teammates

·       Participate in training and orientation updates

·       On-call rotation required

·       Provide daily or weekly status reports as requested by Manager or client

·       Additional tasks assigned by Manager as needed



SKILLS REQUIRED

General Skills

·       Must be able to work independently and/or in a team environment both at Axiom and with clients in varying industries, size and complexity

·       Ability to deliver valuable and professional IT services to clients

·       Strong leadership skills to act as the client’s trusted advisor while leveraging technical resources

·       Self-motivated and accountable to own client issues to ensure resolution regardless of magnitude

·       Solid time management and organizational skills to efficiently complete assigned tasks

·       Excellent communication skills to ensure successful resolution to client issues

·       Strong written skills to participate and assist in the creation of comprehensive communications and documentation

·       Ability to provide knowledge transfer to other members of the Axiom team

·       Ability to interact professionally with a diverse group of colleagues and clients

·       Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients

·       Ability to confidently enter an unknown environment and assess client needs

·       Provide excellent communication with the client while assuring superior client service


Technical Skills

·       Windows Server Operating Systems thru 2019

·       Experience with Mobile Devices and Mobile Device Management (Blackberry, Windows Mobile, Android, and iOS)

·       Office 365

·       Configuration and Administration of HP, Dell, Cisco & Meraki Networking

·       Understanding of Networking including TCP/IP, Switching and Wireless

·       Understanding of VLAN’s, Routing and Wireless

·       Knowledge of Physical & Virtual Server Infrastructure

·       Knowledge of VMware, Hyper-V, Microsoft Azure, and Amazon Web Services

·       Knowledge of SAN’s and Shared Storage a plus

·       SQL and Citrix experience a plus


EDUCATION AND EXPERIENCE

·       Minimum of 3-5 years of post-education IT work experience mandatory

·       Minimum of 2 years of management experience (Account Management and/or staff management) mandatory

·       Associates Degree in Computer Science, Information Technology or similar mandatory

·       Basic Financial Literacy required

·       Experience with call tracking/ticket management system, Autotask preferred

·       Experience with Managed Services, IT Integration and/or Consulting experience a plus

·       Proficient with Helpdesk Standards Methodology preferred


CERTIFICATIONS, LICENSES, REGISTRATIONS

  • Preferred, but not required: ITIL, MTA, MCSA, MCSE, MOS, AWS Cloud Practitioner, IAITAM
  • Required: Valid Driver’s License