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 youll 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 Youll 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 Youll 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 whats coming next and why

What Makes Someone Great in This Role

• You take fullownership followthrough reliably and are comfortable making progress independently whilecollaboratingwith 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 isrequired sometimes with short notice.
• Prolongedperiodssitting at a desk and working on a computer.
• Ability toliftupto 25pounds.

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 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 theTorch Award for Marketplace Ethics. We have made theInc.Listfor 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
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