Account Manager
Description
Profile
As an Account Manager focused on Support Services at Lean's GTS division, you will be the strategic partner and day-to-day liaison for accounts where the primary delivery is IT support and help desk operations. You will ensure these accounts run with operational excellence, maintain SLA health, drive team performance visibility, and build trusted relationships with client stakeholders. This role bridges account management and support operations knowledge, making you the essential link between GTS's delivery teams and client expectations.
Service Lines You Might Own
This role manages accounts across the following support service lines delivered by Lean Tech. Accounts may operate across one or multiple service lines simultaneously.
Core Support Operations
Help Desk: Tier 1-3 end-user support, ITSM ticket management, SOP-driven operations, knowledge base governance, onboarding support, and multi-region coverage models.
Field Services / Deskside: On-site technician teams handling hardware break/fix, device provisioning, and physical IT support for enterprise client locations.
End User Computing (EUC): Device lifecycle management, OS imaging, patch deployment, MDM (Intune/Jamf), and endpoint compliance monitoring beyond traditional help desk scope.
Service Desk / Shared Services: High-volume, process-driven support centers handling both IT and business service requests (HR, finance, ops) with strict SLA governance and workforce management.
Infrastructure & Monitoring
NOC: 24/7 infrastructure and network monitoring, alerting, incident triage, availability reporting, and escalation to engineering teams. Uptime SLAs, MTTR, and proactive outage prevention.
Cloud Operations Finops: Cloud infrastructure monitoring, cost optimization, resource management, and alerting across AWS, Azure, and GCP environments.
DBA-as-a-Service: Managed database operations: monitoring, backup, performance tuning, availability management, and incident response for production database environments.
Backup & Disaster Recovery: Managing backup schedules, DR testing, RTO/RPO reporting, and coordinated incident response for data loss or outage events.
Security Services
SOC: Security monitoring, threat detection and triage, SIEM alert management, incident response coordination, compliance support, and vulnerability reporting. MTTD/MTTR KPIs.
IAM Support: Identity & Access Management: user provisioning/deprovisioning, MFA management, SSO troubleshooting, privileged access reviews, and access governance workflows.
Compliance & GRC Support: Evidence collection, audit support, policy documentation, and control monitoring for SOC 2, ISO 27001, HIPAA, PCI-DSS, and NIST frameworks.
Vulnerability Management: Managed scan cycles, finding triage, remediation SLA tracking, and executive vulnerability reporting for client security programs.
Application & Business Support
Application Support (L2/L3): Post-deployment support for enterprise and proprietary applications (ERP, CRM, custom platforms) with business-impact SLAs tied to system availability.
Integrations Support: Monitoring and troubleshooting of API integrations, ETL pipelines, and middleware platforms; common in logistics, fintech, and healthcare accounts with complex data flows
Position Overview
Position Title: Account Manager - Support Services
Location: Colombia
Organization: LSG-Global Technology Services
Key Responsibilities
Client Leadership & Relationship Management
Serve as the primary point of contact for client stakeholders on accounts where GTS delivers IT support and help desk services.
Build and maintain trusted, long-term relationships with IT managers, service center directors, and operations leaders.
Champion client success by ensuring alignment between client objectives, service expectations, and Lean GTS's delivery capabilities.
Communicate proactively on account status, SLA performance trends, team health, and escalation resolutions.
Operational Oversight & SLA Governance
Monitor daily help desk operations across the accounts you own, ensuring delivery teams maintain coverage, follow escalation paths, and meet SLA targets.
Track key operational metrics including ticket volume, resolution times, backlog aging, reopen rates, and escalation frequency.
Translate data into client-facing insights and facilitate governance cadences (weekly check-ins, monthly business reviews, and quarterly strategic reviews) with client counterparts and internal delivery leads.
Surface operational risks early, coordinate with internal teams to address root causes, and communicate mitigation plans to clients with clarity.
Strategic Account Planning & Growth
Develop and execute account strategies tailored to clients with support-focused delivery models, identifying opportunities to expand services, headcount, or delivery tiers.
Own account P&L, ensuring profitability and client satisfaction move in lockstep.
Identify upsell and cross-sell opportunities from expanding tier coverage to proposing new support pods or offshore/nearshore delivery models and build the business case for expansion.
Conduct quarterly roadmap syncs to anticipate client headcount needs and proactively pipeline talent.
Internal Team Collaboration
Partner with Operations, Talent, and Placement to ensure the dedicated support team meets the cultural and technical bar required by each account.
Drive the onboarding process for new support specialists joining the account, including SOP walkthroughs, client introductions, and readiness validation.
Act as the account's internal advocate unblocking the delivery team, escalating resourcing needs, and ensuring the team has what it needs to deliver.
Performance & Quality Management
Own the client performance review cycle; ensure client POCs complete evaluations on time and feed results back into coaching and improvement plans.
Coordinate with help desk leads to address quality gaps, enforce SOP adherence, and drive continuous improvement on the accounts you manage.
Maintain documentation discipline: account playbooks, governance cadences, escalation paths, and key contact directories must always be current.
Required Skills & Qualifications
Technical & Domain Knowledge
Solid understanding of IT support operations across multiple service lines: Help Desk, NOC, and SOC.
Familiarity with industry-standard tools: Jira Service Management, ServiceNow, Zendesk, Splunk, QRadar, Microsoft Sentinel, SolarWinds, Datadog, PagerDuty, or similar.
Working knowledge of ITSM/ITIL frameworks and how SLA, SLO, and OLA structures govern managed services contracts.
Ability to read, interpret, and present operational metrics dashboards to both technical delivery leads and executive client stakeholders.
Familiarity with compliance and regulatory contexts relevant to SOC operations (e.g., ISO 27001, SOC 2, NIST, HIPAA, PCI-DSS) at a conceptual level sufficient to support client conversations.
Proficiency in CRM platforms (Salesforce, HubSpot) and project/account management tools (Jira, ClickUp, or equivalent).
Ability to leverage BI tools (Power BI, Looker Studio) to produce account health reports and operational dashboards.
Account Management Skills
3+ years in account management, client success, or client services ideally within a tech services, BPO, or outsourcing environment.
Proven experience managing accounts where the delivery involves operational or support teams, not just software delivery.
Track record of owning client relationships independently, driving governance cadences, and navigating escalations with composure.
Experience building account growth strategies and driving upsell conversations grounded in operational data.
Strong written and verbal communication in English, able to present to IT directors and operations leads with clarity and confidence.
Soft Skills
High ownership mindset: you proactively identify gaps and take action without waiting to be asked.
Calm and decisive under pressure: you can manage an escalation in the morning and lead a QBR in the afternoon.
Client-focused communication style that balances empathy with operational rigor and commercial accountability.
Highly organized with strong follow-through on actions, escalations, commitments, and reporting deadlines.
Collaborative and cross-functional: you work well with internal Talent, Operations, and Placement teams.
Nice to Have
Experience managing offshore or nearshore support teams, including familiarity with multi-timezone coverage models (follow-the-sun).
Background working with IT support specialists, help desk leads, or service desk operations in a staffing or managed services context.
Certifications in Customer Success Management, ITIL, or Scrum.
Exposure to knowledge management platforms (Confluence) and support ticket tooling.
Experience scaling accounts from a single support pod to multi-region delivery.
Education & Experience
Bachelor's degree in Business Administration, IT, Engineering, or a related field (Master's degree is a plus).
3-5+ years in account management, client services, or customer success within a tech services or outsourcing environment.
Demonstrated track record of managing accounts where the delivery team operates in a support or service operations capacity.
Experience working with distributed, nearshore, or offshore teams is a strong plus.