Technical Account Manager

Technical Team Lead / Technical Account Manager

Be Structured Technology Group  •  Los Angeles, CA  •  Full-Time, In-Office

Reports To: Chief Operations Officer

Works Closely With: Professional Services Team, Service Desk Team, CTO, COO

ABOUT THIS ROLE

Be Structured Technology Group is a Microsoft-focused managed IT and cybersecurity provider serving small and mid-sized businesses across greater Los Angeles. We are looking for a Technical Team Lead / Senior Technical Account Manager who brings both deep technical skill and genuine leadership instincts to one of the most important roles on our team.

This is a dual-track position. On one side, you are the technical anchor for your assigned customer accounts: the person customers trust to understand their environment, anticipate problems, and translate technology decisions into business outcomes. On the other, you are a working team lead: coaching, developing, and holding accountable a team of engineers and technicians who look to you for guidance when things get complicated.

If you are the kind of person who takes ownership seriously, thinks in systems, and finds satisfaction in both solving hard problems and helping others grow, we want to hear from you.

WHAT YOU’LL OWN

• Directly supervise a team of system administrators and help desk technicians. Conduct regular 1:1s, performance evaluations, and documented coaching sessions in coordination with the COO.
• Set clear expectations, hold the team accountable to KPIs and SLAs, and foster a culture of ownership, growth, and collaboration.
• Identify skill gaps and coordinate training to continuously raise the technical floor of your team.
• Manage scheduling and shift coverage to ensure adequate response capacity across customer accounts.
• Serve as the first escalation stop for your team before issues reach senior leadership.

Technical Escalation and Delivery

• Act as the primary technical escalation point for your assigned accounts. When your technicians hit the wall, you are the resource who gets things unstuck.
• Administer and troubleshoot server infrastructure, including Windows Server and Linux, virtualization platforms (VMware, Hyper-V), and cloud environments (Azure, Microsoft 365).
• Manage and maintain network infrastructure, including firewalls (SonicWALL, UniFi, Meraki), switches, VPNs, and DNS/DHCP. Troubleshoot performance issues and drive resolution.
• Implement and maintain security controls: access management, endpoint protection, email security, MFA, and backup/recovery.
• Conduct regular security assessments and vulnerability reviews across customer environments, surfacing risk and recommending remediation.
• Maintain and develop documentation and runbooks in IT Glue to support team efficiency and customer continuity.

• Own the strategic customer relationship for your assigned accounts. You are their trusted advisor, not just their support contact.
• Conduct Quarterly Business Reviews (QBRs) with IT decision-makers, covering strategic roadmaps, security posture, and upcoming initiatives.
• Translate technical findings and recommendations into clear business impact language. Help customers understand what their technology decisions mean for their operations and risk exposure.
• Monitor ticket boards and project pipelines for your accounts, ensuring issues are resolved completely and customers never feel left behind.
• Track and record billable hours accurately to support timely invoicing and operational reporting.
• Participate in the on-call rotation throughout the year, serving as the primary escalation resource for after-hours urgent issues on a scheduled basis.

PERFORMANCE BENCHMARKS

We are a metrics-driven team. The following benchmarks define what success looks like in this role. Strong candidates who have worked in structured MSP environments will recognize these as achievable and will be drawn to this level of clarity.

Metric

Target

SLA Adherence

≥95%

Tech Utilization Rate

≥85%

Time to Response – Priority 1

≤0.5 hour

Time to Response – Priority 2–4

≤2 hours

Same-Day Ticket Completion

>60%

Customer Satisfaction (CSAT)

>90%

HOW WE’LL KNOW YOU’RE SUCCEEDING

• Your team consistently meets or exceeds SLA benchmarks and customer satisfaction scores.
• You are running documented 1:1s and reviews, and your direct reports are visibly developing.
• Escalations reaching above you are rare because you are resolving them first.
• Your customers renew, refer, and expand because they trust you.
• Documentation is current, thorough, and actively used by the team.
• Billing stays clean because time tracking is accurate and timely.
• You model BSTG’s core values in everything you do: Excellence, Integrity, and Growth Mindset.

WHAT YOU BRING

• 5+ years of hands-on experience in systems administration or a senior MSP technician role, with a track record of owning complex environments end-to-end.
• Deep working knowledge of Windows Server, Active Directory, Microsoft 365 / Entra ID, and networking fundamentals (TCP/IP, DNS, DHCP, VLANs, firewall policy).
• Experience with virtualization (VMware or Hyper-V) and at least one major cloud platform (Azure preferred).
• 2+ years of experience managing, leading, mentoring, or supervising other technical staff.
• Strong written and verbal communication skills. You can write a clear customer summary and run a productive meeting.
• The ability to connect technology decisions to business outcomes. You think about what a customer actually needs, not just what the ticket says.
• Integrity, ownership, and follow-through. You close the loop.

Preferred

• Experience working in a managed service provider (MSP) or MSSP environment.
• Familiarity with Kaseya’s tool stack is preferred but not required.
• Relevant certifications: Microsoft (MS-102, AZ-900 or higher), CompTIA Network+ or Security+, CCNA, or equivalent.
• vCIO or QBR experience in an MSP context.
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.

COMPENSATION AND BENEFITS

• Competitive salary commensurate with experience
• Medical, dental, vision, basic life, AD&D, and disability insurance
• Company-matching 401(k), subject to eligibility requirements
• PTO, sick days, and eight paid holidays
• Commuter benefit ($250/month)

WORK ENVIRONMENT

• Primarily in-office at our downtown Los Angeles location. Occasional customer site visits are expected.
• All verbal communications should be followed by written documentation.
• Ability to lift up to 35 lbs. for occasional equipment transport and setup.

ABOUT BE STRUCTURED TECHNOLOGY GROUP

Be Structured Technology Group is a leading provider of managed IT and cybersecurity solutions for businesses across the greater Los Angeles area. We work with customers to handle their technology with precision and care, so they can focus on what they do best. Our team is built on three core values: Excellence, Integrity, and Growth Mindset. We are proud to be an equal-opportunity employer and are committed to building a workplace that reflects the communities we serve.

bestructured.com