Assistant Technical Services Delivery Manager
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Job Description
Assistant Technical Services Delivery Manager overseeing ticket flow and client communication at CG Tech Services. Collaborating with technical teams to ensure smooth operations and service delivery during Seattle business hours.
Responsibilities:
- Serve as the key liaison between our technical team and the Technical Services Delivery Manager.
- Ensure smooth communication and efficient resolution of technical queries and escalations.
- Actively monitor and manage our PSA system and oversee ticket flow across service boards.
- Ensure timely responses to client needs.
- Contribute to project work, helping deliver system upgrades, migrations, and other technical initiatives.
- Collaborate closely with technicians to resolve escalations, share best practices, and maintain a culture of accountability and continuous improvement.
- Identify and implement improvements in workflows, documentation, and service delivery processes to enhance efficiency and client satisfaction.
- Document solutions and contribute to internal knowledge bases to support team development and faster issue resolution.
Requirements:
- 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.
- 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.
- 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).
- Ability to coordinate technical teams and act as a trusted escalation point.
- Excellent communication skills for client-facing interactions and internal collaboration.
- Relevant certifications such as Microsoft Certified: Azure Administrator, CompTIA Network+, or similar are highly desirable.
- 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).
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