MSP Technical Account Manager

About the role

Brookwill IT Solutions is looking for an experienced MSP Technical Account Manager to act as the primary liaison for assigned client accounts. This remote contractor role focuses on service delivery, client communication, and account coordination within a Microsoft‑focused managed services environment.

Key responsibilities

• Manage day‑to‑day client communication and maintain meeting notes, action items, and status updates.
• Prepare and lead client account reviews, service meetings, and escalation calls.
• Track open issues, risks, blockers, and client commitments.
• Coordinate activities across service desk, engineering, project, and dispatch teams.
• Monitor ticket trends, aging issues, and recurring pain points.
• Improve processes, documentation, and communication to enhance ownership.
• Support client onboarding, transition activities, and service handoff.
• Maintain clear documentation in tickets, trackers, account notes, and SOPs.
• Escalate service risks proactively to protect client satisfaction.
• Guard scope boundaries while fostering constructive client relationships.

Required profile

• Minimum 3 years of account management, client success, service delivery, or operations experience in an MSP or IT services environment.
• Strong understanding of MSP support models, ticketing workflows, SLAs, escalations, and client expectations.
• Experience supporting Microsoft 365, Microsoft Intune, Copilot, and modern workplace environments.
• Ability to run client meetings, summarize issues, assign follow‑ups, and hold teams accountable.
• Excellent written communication and attention to detail.
• Comfortable working remotely with distributed teams.

Required skills

• Microsoft 365
• Microsoft Intune
• Copilot
• Entra ID
• Microsoft Teams
• SharePoint
• OneDrive
• Exchange Online
• Apple ecosystem
• Google Workspace
• ConnectWise (preferred)
• Smartsheet (preferred)