Technical Account Manager at Be Structured Technology Group

Los Angeles, California, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Oct, 26

Salary

135000.0

Posted On

18 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Systems Administration, Team Leadership, Technical Account Management, Windows Server, Microsoft 365, Azure, Virtualization, Network Infrastructure, Cybersecurity, Customer Relationship Management, Performance Management, Technical Escalation, Vulnerability Assessment, Strategic Planning, KPI Tracking, Documentation

Industry

IT Services and IT Consulting

Description

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 Why This Role If you think in systems, take ownership without being asked, and want a role where solving hard technical problems and helping people grow both count as real work, this is built for you. Be Structured Technology Group (BSTG) runs on three things: Excellence, Integrity, and Growth Mindset. We don't put those words on a poster and move on; we use them to decide who we hire, how we handle mistakes, and what a good day at work looks like. As Technical Team Lead / Technical Account Manager, you're the technical anchor for a set of customer accounts and the working lead for a team of engineers and technicians who look to you when things get complicated. It's a dual-track role: part senior technician, part people leader, with BSTG leadership behind you either way. About the Role BSTG is a Microsoft-focused managed IT and cybersecurity provider serving small and mid-sized businesses across greater Los Angeles. We're looking for someone who brings both deep technical skill and genuine leadership instincts to one of the most important roles on our team. On one side, you're the person your assigned customers trust to understand their environment, anticipate problems, and translate technology decisions into business outcomes. On the other, you're coaching, developing, and holding accountable the system administrators and help desk technicians who report to you, working closely with the Professional Services Team, Service Desk Team, CTO, and COO. What You’ll Own Team Leadership and Development * 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. Customer Relationship and Responsibilities * 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. 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% You'll Know You're Succeeding When * 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 Required * 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. How We Invest in Your Growth Growth Mindset is not a slogan at BSTG; it shapes how we build your role: * Direct access to the COO and CTO on the accounts and initiatives you own. This role is built to have real input into how BSTG grows, not just execute what's handed down. * Room to run your accounts and your team like they're your own, with support instead of second-guessing. * Exposure to the full breadth of BSTG's stack and client base, not just one environment. * A team that treats honest mistakes as something to learn from, not something to hide, as long as you own them and grow from them. Physical Requirements and Work Environment (Essential Functions) * Primarily in-office at BSTG's downtown Los Angeles location. Occasional customer site visits are expected. * Ability to lift and carry up to 35 lbs occasionally for equipment transport and setup. * All verbal communications should be followed by a written record for documentation and tracking. Compensation and Benefits * 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). About Be Structured Technology Group Be Structured Technology Group is a Los Angeles-based provider of managed IT and cybersecurity solutions (MSP/MSSP) for small and mid-sized businesses. Our mission is to handle customers' technology needs with precision and care so their teams can focus on growth instead of downtime. Excellence, Integrity, and Growth Mindset aren't values we recite; they're how we hire, how we handle setbacks, and how we build careers. Excellence means we do the job right, not just done. Integrity means we tell customers and each other the truth, especially when it's inconvenient. Growth Mindset means we expect to get better, on purpose, and we build that expectation into every role, including this one. Equal Employment Opportunity Be Structured Technology Group is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion or creed, age, physical or mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity or expression, sexual orientation, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. NOTE: The statements above describe the general nature and level of work involved in this job and are not an exhaustive list of responsibilities, qualifications, work environment, or physical demands. You may be required to perform other duties as assigned.

Responsibilities

This role serves as the technical anchor for customer accounts and the working lead for a team of engineers and technicians. Responsibilities include supervising staff, managing technical escalations, and conducting Quarterly Business Reviews to align technology with business outcomes.