About the Role
Panda Technology is a managed IT services provider supporting healthcare and business clients. We're looking for a client-focused Technical Account Manager to be the main technical contact for a growing healthcare client with several facilities across the Philadelphia area and Central PA.
This is a field-based role. You'll split your week between client facilities in the Philadelphia metro area, visiting each one at least twice a month, plus scheduled trips to two sites in Central PA (about 2.5 hours away). Expect to be on the road most days, not at a desk.
It's also a hands-on role. About 60 to 70% of the work is technical, and the rest is client relationship and planning. You'll document environments, support executives and work directly alongside our technicians and engineers. Our remote service desk handles day-to-day tickets, so you can focus on keeping clients running smoothly and planning ahead.
Travel & Schedule
- Regular driving between multiple client sites in the Philadelphia metro area
- Scheduled day trips to Central PA (Lewisburg/Williamsport area)
- Occasional travel to support projects in other Panda markets (New York and Florida)
- Personal vehicle and valid driver's license required
What You'll Do
- Be the primary technical contact for assigned clients and align IT with their business needs
- Run regular remote and in-person account reviews with leadership and site administrators
- Provide VIP support and act as the escalation point for technical issues
- Oversee onsite break-fix visits, hardware management and the user lifecycle
- Document each site's network, devices, applications and quirks so our service desk can support them remotely
- Make sure our RMM and security tools are deployed on every device
- Maintain security best practices across M365, Azure, Intune and ThreatLocker
- Lead backup and disaster recovery compliance using Acronis
- Manage client assets in Asset Panda and handle procurement through the Panda Online Store
- Plan hardware and software lifecycles so clients can budget ahead (90-day, 1-year and 3-year views)
- Coordinate with ISPs, VoIP and SaaS vendors so issues get resolved and SLAs are met
- Help clients modernize their systems and licensing
How Success Is Measured
- CSAT of 90%+
- 95%+ client retention
- 80% of tickets resolved within SLA
- 99% uptime on critical infrastructure
- 100% of scheduled account reviews and site visits completed
- 10%+ cost savings identified through licensing and automation
What We're Looking For
- 3+ years in technical account management or IT service delivery, ideally at an MSP
- Hands-on experience with Microsoft 365, Azure, Intune and cybersecurity practices
- Comfortable in a network closet: inventorying equipment, swapping devices and racking and connecting gear with remote engineer support
- Able to reimage and troubleshoot laptops and desktops for VIP users
- Clear, consultative communication with both executives and end users
- Experience with asset management, vendor relations and automation tools
- Lives within commuting distance of Philadelphia
- Comfortable with a field-based schedule and regular travel between sites
- Healthcare IT experience is a plus
- Preferred certifications: Microsoft 365 Certified, Azure Administrator, Security+, ITIL
