IT Account Manager/POD Manager (MSP)

We are currently looking for an Account for our Top MSP client located in NYC

Job Description and Responsibilities:

Client and Service Management:

• Solid understanding of managed services agreements of assigned clients
• Oversee customer activities as it pertains to Managed Service Operations
• Actively ensure there is a roadmap in place for each of your accounts.
• Supervise and facilitate the customer's adaptation of the MSP
• Ensure full and efficient utilization of technical resources to accommodate customer needs
• Oversee Major incident management (Led by Senior Engineers) and Change Control

Customer Service and Business Relationship:

• Liaison between the organization and the customer with a focus on getting the promised services delivered.
• Function as the customer s single point-of-contact for escalations, problem identification and resolution for issues.
• Establish a trusted advisor relationship across the customer's organization, from Executive Sponsors to day-to-day contacts, to ensure customers are getting value from our products and services.
• Assess, recommend, and partner with their customer base to align the business and technology needs of their customers
• Strategic planning with an ability to think ahead and plan over a 6-12-month time span
• Visit client site monthly or quarterly to conduct meetings.

Technical:

• Complete end-to-end understanding of the client's environment from a technical perspective
• Infrastructure (Design, Network, Equipment), Servers, Circuits, Cloud Platforms, Layer 2 and Layer 3 Connectivity, end-user computing, Mobile devices, Backups).
• Security and Compliance (Policies - Backups, MFA, Geolocations restrictions, Companies do's and don'ts, Business Continuity (BCP), Disaster Recovery (DR), Change control)

Documentation:

• Develop and maintain detailed database of reference materials, including research, usability tests, and design specifications
• Provide weekly internal reporting to Executive management on overall Operations about assigned accounts (Projects, Service Desk KPIs, Escalations, Customer concerns, opportunities, Possibilities)

Process Improvement:

• Identify process issues impacting customers and/or internal.
• Help develop processes (workflows) to define the lifecycle of all service areas
• Coordinate people and processes to ensure that projects are delivered on time and produce the desired results.
• You will be the go-to person for everything involving a project's organization and timeline
• Develop detailed project plans
• Manage the relationship with the client and all stakeholders

Vendor Management:

• Developing and sustaining long-standing relationships with company-approved vendor

Compliance/Accountable/Ensure the following is in place:

• Major Incident Management and Change Control Protocols
• Develop patching schedule
• Successful patching of all required systems (With schedule in place)
• Develop Quarterly Maintenance Schedule
• Quarterly Maintenance schedule (In place and follow through) - Business Continuity (BCP) and Disaster Recovery (DR) to be tested every quarter
• MFA (On all entry points)
• Geo-location restrictions
• Product Lifecycle Management (Equipment renewals, Disposal)
• Maintain Baseline configuration - Across the board