Technical Account Manager

ServicePoint has a customer seeking a Technical Account Manager for a 3-6 month temp to hire position 100% onsite located in South San Francisco CA. The hours will be 8AM-5PM Monday-Friday. Service Understanding & Delivery ExecutionDemonstrates a foundational understanding of IT services, with opportunities to deepen knowledge of service delivery nuances across the organization. SLA Management & Expectation SettingRequires further development in establishing, documenting, and managing Service Level Agreements (SLAs) while effectively setting and aligning stakeholder expectations. User Satisfaction Measurement & Continuous ImprovementAcknowledges the importance of user satisfaction; however, enhanced focus is needed on implementing formal measurement tools and continuous feedback loops to drive service improvements. Incident, Change, and Problem Management ProcessesA key area for improvement includes the timely development and implementation of structured processes for incident, change, and problem management to ensure operational consistency and accountability.Resource Management Onsite Resource OversightNeeds improvement in managing onsite resources effectively, particularly:Leading and coordinating the Service Desk teamCommunicating regularly with key business stakeholdersMonitoring adherence to budget constraints and resource allocationTechnology, Solutions & Application Management Technology Trends AwarenessRequires a stronger, proactive approach to staying informed on emerging technologies and industry best practices relevant to the business. Software Development Lifecycle (SDLC) ComplianceEmphasizes the importance of strict adherence to the SDLC process, with a continued commitment to maintaining discipline and consistency. Automation & Self-Service EnablementAdditional focus is needed on developing and executing a clear strategy for automating routine IT tasks and implementing a robust self-service portal to enhance user autonomy. Compliance & Security KnowledgeStrengthen understanding of core compliance and security domains including SOX, system validation, in-scope systems, cybersecurity fundamentals, and triage protocols. Effective Communication & CollaborationWhile communication is generally clear and concise, ongoing development is encouraged to further enhance cross-functional collaboration—particularly within internal IT—to align on effective technology solutions.This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties.ServicePoint is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.ServicePoint is committed to providing accommodations to individuals with disabilities. If you require accommodations during the application or interview process, please communicate the specific accommodations needed as soon as possible so they can be provided for you.