DescriptionWe are seeking a strategic and customer-focused Senior Technical Account Manager (TAM) with a strong foundation in enterprise IT systems to join our team. This role is responsible for serving as the technical liaison and trusted advisor to high-value clients. The ideal candidate will have a good understanding of enterprise IT infrastructure, a strong customer orientation and a willingness to roll up their sleeves when necessary.
Key ResponsibilitiesCustomer Engagement & Advocacy

• Act as the primary technical escalation point of contact for assigned customers, fostering long-term strategic relationships.
• Understand each client's business goals and technical environment to proactively guide and align IT solutions to their needs.
• Regularly review system health reports, performance metrics, and KPIs to provide insights and strategic recommendations.

Service Delivery & Communication

• Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery.
• Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders.
• Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence.

ITIL-Based Process Oversight

• Support event, incident, problem, and change management efforts for key customers using ITIL best practices.
• Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues.
• Monthly reporting to highlight KPIs and Metrics
• Analyze data trends and present recommendations

NOC and Offshore Coordination

• Partner with offshore NOC teams to manage alerting, triage, escalations and performance against SLA commitments.

Skills, Knowledge & ExpertiseTechnical Expertise

• Historical experience managing and administering Windows Server environment
• Strong knowledge of network device configuration and administration
• Understanding of cloud solutions on Microsoft Azure and AWS platforms, including hybrid environments
• Previous experience with virtualization technologies, including VMWare

Customer-Facing and Strategic Skills

• Proven success in a Technical Account Manager or customer-facing engineering role.
• Solid grasp of ITIL processes with the ability to lead incident, change, and problem management for enterprise clients.
• Capable of interpreting system metrics and translating them into meaningful, business-aligned actions.

Soft Skills

• Excellent communication and interpersonal skills; able to bridge the gap between business needs and technical solutions.
• Strong presentation and documentation abilities.
• Highly self-motivated, organized, and comfortable working both independently and collaboratively.

Base Salary Range: $130,000.00 - $150,000.00
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time we have no interest in onboarding any new staffing partners.