M3 Networks

Technical Account Manager

• Own and grow a portfolio of MSP clients end-to-end — renewals, upgrades, standardization, seat management, QBRs, and account health.
• This is not a coordinator role.
• This is revenue protection, expansion, and client leadership.
• You win when clients renew early, expand often, and trust you as their strategic partner.

Senior Technical Account Manager

IT Support

• Own daily service desk performance including ticket flow, prioritization, documentation, and resolution quality.
• Actively work tickets across all levels including complex and escalated issues.
• Serve as the primary escalation point for service desk incidents and client concerns.
• Ensure consistent adherence to service standards, response expectations, and communication guidelines.
• Manage escalated tickets with urgency, professionalism, and clear communication.
• Communicate directly with VIP and executive level clients to address concerns and set expectations.
• Create, implement, monitor, and report on Service Level Agreements.
• Ensure ongoing SLA compliance across response times, resolution times, and service quality.
• Partner with leadership to align service desk processes with organizational goals.
• Hold weekly meetings with technical staff to review performance, escalations, trends, and priorities.
• Coach, develop, and hold service desk staff accountable to performance and communication standards.

Senior Technical Account Manager

Service Desk Supervisor – Helpdesk Supervisor