Remote Technical and Tickets 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 Technical Manager to 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 Remote Technical Manager will lead and mentor our team of technicians, providing guidance on technical issues and fostering a culture of collaboration and continuous improvement while acting as the primary escalation point for technical matters.

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:

• Real time monitoring and management of PSA: All tickets on all service boards are monitored on a continuous basis to ensure they are moving forward and that customer support requests are actioned timeously.
• Team Leadership: Lead a team of technicians in their technical activities, providing guidance on technical issues and fostering a culture of collaboration and continuous improvement in the technical sphere.
• Technical Escalation Point: Act as the primary escalation point for technical matters across Windows environments, servers, and networking equipment. Resolve multi-level technical issues and provide strategic solutions.
• Knowledge Sharing: Regularly share effective technical solutions, ideas, and industry best practices with the team to enhance their technical skills and problem-solving capabilities.
• Client Support: Collaborate with clients to understand their technical needs, delivering tailored solutions that address their unique challenges.
• Problem Resolution: Drive troubleshooting efforts, ensuring timely and effective resolution of technical issues, and documenting lessons learned to enhance team training.
• Process Improvement: Develop and implement best practices and standard operating procedures to improve operational efficiency and service quality.
• Documentation: Ensure all technical processes, solutions, and support incidents are well-documented for future reference and knowledge sharing.
• Training and Development: Conduct regular training sessions and workshops for the team on emerging technologies and effective troubleshooting techniques.
• Project Management: Manage and oversee technical projects, including system upgrades, installations, and migrations, ensuring completion on time and within budget.
• Stakeholder Communication: Maintain clear and effective communication with clients and internal stakeholders regarding technical issues, project updates, and service enhancements.
• Performance Metrics: Monitor team performance metrics and implement improvements based on feedback and data analysis to enhance service delivery and client satisfaction.

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.

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., Microsoft Certified: Azure Administrator, CompTIA Network+, etc.) are advantageous.
• Experience: Minimum of 8 years of experience in a technical support role, with at least a further 2 years’ experience in the management of a technical team acting as a technical escalation point.
• Technical Skills:
• Expertise in Windows Server environments (Active Directory, DNS, DHCP, etc.).
• Extensive experience with server hardware and virtualization technologies (e.g., VMware, Hyper-V).
• Expertise in networking concepts (TCP/IP, routing, switching, firewalls).
• Experience with cloud services (e.g., Azure, AWS) is a plus.
• Leadership Skills: Proven leadership in leading a technical support and project team.
• Problem-Solving: Exceptional analytical and troubleshooting skills, capable of resolving complex technical issues efficiently.
• Communication: Excellent verbal and written communication skills, with the ability to convey complex technical concepts clearly to both technical and non-technical audiences.
• Customer Focus: A strong commitment to delivering exceptional client service and fostering positive client relationships.

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.