Job Description

Company Overview

Joe Apps Technology Support is a managed IT and cybersecurity provider focused on helping small and medium-sized businesses succeed through innovative and secure technology. Our core values--

Authenticity

,

Collaboration

,

Excellence

, and

Continuous Improvement

--guide how we work and serve our clients.

We foster a supportive team culture and operate using the

Entrepreneurial Operating System (EOS)

to ensure clear goals and accountability.

Job Summary

Are you a proactive client advocate with a passion for technology and service excellence?

Joe Apps Technology Support

is looking for a motivated and detail-oriented

Technical Account Manager

who thrives at the intersection of relationship management and operational efficiency to join our Burlington-based team. If you love building strong client partnerships, driving business development, and ensuring customer satisfaction through effective communication in a fast-paced MSP environment all while making a real impact at a values-driven tech company - this could be your next great opportunity.

What You'll Be Doing

You'll play a key role in building trusted client relationships, conducting IT reviews, and contributing to service delivery operations to ensure exceptional support and satisfaction across a managed portfolio.

Technical Account Manager (60%)

Act as the primary point of contact for a dedicated portfolio of managed clients, fostering strong, trusted relationships through proactive communication and consistent support. Conduct regular Technology Business Reviews (TBRs) and strategic planning sessions to align IT initiatives with client goals. Maintain detailed account documentation, lifecycle roadmaps, and IT budget planning. Monitor ticket trends and work with clients to reduce reactive issues. Identify upsell and cross-sell opportunities based on client needs and our service stack. Own client satisfaction metrics and handle any escalation before it becomes a churn risk.

Service Manager (40%)

Monitor the help desk queue and ensure ticket triaging is timely and effective. Support scheduling and assignment of tickets, projects, and escalations. Ensure SLAs are being met and assist in removing roadblocks for the technical team. Work with the Ops Lead and Dispatch to standardize service delivery processes. Run daily/weekly team huddles for service alignment and client updates. Analyze KPIs (e.g., response times, resolution rates, ticket backlog) to drive improvements.

Qualifications & Skills

3+ years of experience in an MSP environment (client-facing account management and/or service delivery preferred). Familiarity with PSA and RMM tools (HaloPSA and NinjaOne ideal). Strong understanding of IT infrastructure, cloud services (Microsoft 365), and cybersecurity fundamentals. Excellent communication and presentation skills. Detail-oriented with strong documentation and organizational skills. Ability to work collaboratively with technical and leadership teams. Client-first mindset with a problem-solving attitude.

Preferred Certifications (Not Required but a Plus)

ITIL Foundations CompTIA Network+ / Security+ Microsoft 365 Certifications PMP or experience with project coordination

Success in This Role Looks Like

100% client touchpoints completed on schedule (e.g., TBRs every 90 days). 90% client satisfaction across managed accounts. Help desk consistently meets ticket triage and resolution SLAs. High internal team satisfaction and clarity around ticket ownership.

Why Join Joe Apps?

We offer

competitive

pay and a

supportive, flexible work environment

:

Salary:

$60,000 - $65,000 (commensurate with experience)

Health Insurance:

Comprehensive coverage for your health and wellness

Paid Time Off:

Generous vacation and personal days

Training & Development:

Ongoing learning and growth opportunities, with access to training programs and professional development resources

Growth Environment:

Join a growing tech company where your ideas are valued and your work has a direct impact

Dynamic and Supportive Culture:

Enjoy a fun, engaging work environment with regular team-building events and employee appreciation activities.
Joe Apps Technology Support is an equal opportunity employer and welcomes candidates from all backgrounds. Joe Apps Technology Support is committed to creating an inclusive, accessible work environment. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Job Types: Full-time, Permanent

Pay: $60,000.00-$65,000.00 per year

Benefits:

Company events Dental care Disability insurance Extended health care On-site parking Paid time off Vision care
Work Location: In person