CG Tech Services, Inc is looking for an Assistant Technical Services Delivery Manager to act as the critical link between our technical team and management. This fully remote role blends leadership with hands-on expertise, requiring you to step into Level 2 or 3 support as needed while overseeing ticket flow, managing escalations, and driving technical projects.

What You'll Do

Continuously monitor all service boards and tickets in the PSA system to ensure progress, timely updates, and adherence to SLAs.
Act as the primary escalation point for complex technical issues, providing Level 2/3 support across Windows environments, servers, and networking.
Liaise directly with clients to clarify technical requirements, provide updates, and ensure exceptional service delivery.
Assist with technical projects such as system upgrades, installations, and migrations, ensuring execution within scope and deadlines.
Collaborate closely with technicians to resolve escalations, share best practices, and foster a culture of accountability.
Identify and implement improvements in workflows, documentation, and processes to enhance efficiency and client satisfaction.
Document solutions and contribute to internal knowledge bases to support team development.

What We're Looking For

Minimum 5+ years in technical support roles, including hands-on troubleshooting and project work.
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).
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 spoken and written English communication skills, with the ability to relay advanced technical information.
Exemplary customer service skills, preferably with experience supporting external clients.
Must be detail-oriented; provide consistent and timely follow-through and documentation.
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.
You will need to provide your own computer running Windows 11 and allow us to install software for security patches and anti-virus.
Have internet access of at least 30 Mbps download and 30 Mbps upload speeds.
Service-oriented, collaborative approach to client and teammate relationships.
Ability to work under deadlines, plan work for on-time completion, take the lead when needed, accept direction, and function as a team member.
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).

Nice to Have

Familiarity with cloud platforms (Azure, AWS) and modern IT service management tools.
Relevant certifications such as Microsoft Certified: Azure Administrator, CompTIA Network+, or similar.
Having two monitors/screens is highly recommended.

Technical Stack

Windows Server environments (Active Directory, DNS, DHCP)
Virtualization (VMware, Hyper-V)
Networking (TCP/IP, routing, switching, firewalls)
Cloud platforms (Azure, AWS)
PSA systems (ConnectWise, Autotask)

Team & Environment

You will report directly to the Technical Services Delivery Manager and help lead a team of technicians. We operate as a humble, motivated, and emotionally intelligent team in a faster-paced, no-drama environment where office politics and negativity are not tolerated. As a smaller, growing company, your ideas and contributions directly impact our success, direction, and growth.

Work Mode

This is a fully remote position requiring you to work Seattle business hours (8 AM – 6 PM PST).

CG Tech Services, Inc prohibits discrimination with respect to hiring, promotion, 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 prohibited by applicable law.