Assistant Technical Services Delivery Manager

CG Tech Services is a Seattle-based Managed Services Provider and IT consulting firm focused on businesses and not-for-profits of 5-500 employees. We’re looking for humble, motivated, and emotionally intelligent people to join our team.

Because we’re growing, we’re looking for an experienced Remote Assistant Technical Services Delivery Manager to help lead our team of technicians at CG Tech Services. You must be able to work in a fast-paced environment and demonstrate extraordinary attention to detail.

About the role:

The Assistant Technical Services Delivery Manager, a fully remote role, will serve as the key liaison between our technical team and the Technical Services Delivery Manager, ensuring smooth communication and efficient resolution of technical queries and escalations. This role combines leadership with hands-on technical expertise, requiring the ability to step in at Level 2 or Level 3 support when needed. You will actively monitor and manage our PSA system, oversee ticket flow across service boards, and ensure timely responses to client needs. In addition, you’ll contribute to project work, helping deliver system upgrades, migrations, and other technical initiatives.

This is a full-time position of 40-50 hours a week. The majority of your hours worked would be during our Seattle business hours, Mon - Fri, from 8 AM to 6 PM PST in order to better collaborate with our team and our clients. Work after hours may be required for emergencies, projects, and maintenance activities. 

This is an awesome opportunity for someone who:

• Loves a faster-paced, no-drama environment where office politics, backstabbing, gossip, and negativity are not tolerated.
• Is extremely detail-oriented and appreciates people who take an organized, systematic approach to achieve success.
• Likes the idea of working for a smaller (but growing) company where their ideas and contributions directly impact the company’s success, direction, and growth.
• Is a quick, self-motivated learner who wants to work for a company that will invest in their education.
• Wants a position that will offer upward earning and career advancement; we want people who are interested in growth, learning, and becoming part of our team long-term.

Responsibilities:

• Ticket & Service Board Management: Continuously monitor all service boards and tickets in the PSA system to ensure progress, timely updates, and adherence to SLAs.
• Technical Escalation & Support: Act as the primary escalation point for complex technical issues, providing Level 2/3 support across Windows environments, servers, networking, and related technologies.
• Client Interaction: Liaise directly with clients to clarify technical requirements, provide updates, and ensure exceptional service delivery.
• Project Participation: Assist with technical projects such as system upgrades, installations, and migrations, ensuring successful execution within scope and deadlines.
• Team Coordination: Collaborate closely with technicians to resolve escalations, share best practices, and maintain a culture of accountability and continuous improvement.
• Process Optimization: Identify and implement improvements in workflows, documentation, and service delivery processes to enhance efficiency and client satisfaction.
• Knowledge Sharing: Document solutions and contribute to internal knowledge bases to support team development and faster issue resolution.

Skills:

• Service-oriented, collaborative approach to client and teammate relationships.
• Excellent spoken and written English communication skills, with the ability to relay advanced technical information to a technical audience.
• Must be detail-oriented; provide consistent and timely follow-through and documentation.

• Exemplary customer service skills, preferably with experience supporting external clients.
• Ability to work under deadline and on schedule and to plan work so that it is completed on time.
• Able to take the lead when needed, accept direction and feedback, and function as a member of a team.
• Ability to work regular business hours in the Seattle, Washington time zone (Pacific Standard Time 8-5) and some after hours for emergencies, projects, or maintenance. 
  

Qualifications / Preferred Experience:

The ideal candidate will possess a deep understanding of Windows environments, server management, and networking equipment. This role is critical as you will serve as an escalation point for complex technical issues, sharing innovative solutions and best practices with the team while ensuring top-tier service delivery to our clients.

• Technical Expertise:
• Strong Level 2/3 technical skills in Windows Server environments (Active Directory, DNS, DHCP).
• Experience with virtualization technologies (VMware, Hyper-V) and networking fundamentals (TCP/IP, routing, switching, firewalls).
• Familiarity with cloud platforms (Azure, AWS) and modern IT service management tools.
• Experience:
• Minimum 5+ years in technical support roles, including hands-on troubleshooting and project work.
• Prior experience managing ticket queues and service boards in a PSA system (e.g., ConnectWise, Autotask).
• Leadership & Communication:
• Ability to coordinate technical teams and act as a trusted escalation point.
• Excellent communication skills for client-facing interactions and internal collaboration.
• Certifications:
• Relevant certifications such as Microsoft Certified: Azure Administrator, CompTIA Network+, or similar are highly desirable.
• Other Attributes:
• Strong organizational skills, attention to detail, and a proactive approach to problem-solving.
• Comfortable working remotely while maintaining alignment with Seattle business hours (8 AM – 6 PM PST).

Other Requirements:

• You will need to provide your own computer that is running Windows 11.
• Allow us to install software on your computer that keeps it up to date with security patches and anti-virus because we work with heavily regulated industries in the United States. Security precautions are paramount for us.
• Having a consistent power supply is essential.
• Have a quality headset that connects to your computer to use our VoIP phone system to communicate with our team and clients without echoes or feedback.
• Have internet access of at least 30 Mbps download and 30 Mbps upload speeds to work with our systems.
• Having two monitors/screens is highly recommended.

Cultural Fit Considerations:

As this job posting is to an international audience with differing beliefs and cultural norms, please be aware that we are a progressive company with LGBTQIA+ team members and clients. While we respect and honor many forms of diversity, equity, and inclusivity, LGBTQIA+ people in the United States and other countries do not have equal protection nor treatment. This statement is not meant to exclude recognizing and celebrating other forms of diversity important to our team, but to be explicit in informing you of an important aspect of our team and clients.

Equal Employment Opportunity Policy:

We prohibit discrimination with respect to the hiring or promotion of individuals, conditions of employment, disciplinary and discharge practices, or any other aspect of employment on the basis of sex, race, color, age, national origin, religion, disability, marital status, sexual orientation, gender identity, pregnancy, veteran status, or any other basis of discrimination prohibited by applicable local, state, or United States of America federal law.