Assistant Technical Services Delivery Manager

10 hours, 35 minutes ago
Full-time
Senior
Project and Program Management
CG Tech Services

CG Tech Services

CG Tech Services specializes in providing comprehensive IT support and services, including network management, cybersecurity, and outsourced IT solutions, tailored to enhance the operational efficiency of businesses in the Greater Seattle area.

IT Services
1-10
Founded 2004

Description

  • Monitor all service boards and tickets in the PSA system to maintain progress, updates, and SLA adherence.
  • Serve as the primary escalation point for complex technical issues and provide Level 2/3 support.
  • Liaise with clients to clarify requirements, provide status updates, and support service delivery.
  • Assist with technical projects such as system upgrades, installations, and migrations.
  • Coordinate with technicians to resolve escalations and reinforce accountability and continuous improvement.
  • Identify and implement workflow, documentation, and service delivery improvements.
  • Document solutions and contribute to internal knowledge bases.
  • Support Windows environments, servers, networking, and related technologies when needed.

Requirements

  • Minimum 5+ years of experience in technical support roles with hands-on troubleshooting and project work.
  • Strong Level 2/3 technical knowledge of Windows Server environments, including Active Directory, DNS, and DHCP.
  • Experience with virtualization technologies such as VMware and Hyper-V.
  • Knowledge of networking fundamentals, including TCP/IP, routing, switching, and firewalls.
  • Familiarity with cloud platforms such as Azure and AWS, and modern IT service management tools.
  • Prior experience managing ticket queues and service boards in a PSA system such as ConnectWise or Autotask.
  • Excellent spoken and written English communication skills for both client-facing and internal collaboration.
  • Strong organizational skills, attention to detail, and consistent follow-through/documentation.
  • Ability to work regular Seattle business hours in Pacific Time and some after-hours shifts for emergencies, projects, or maintenance.
  • Must provide a Windows 11 computer, allow security software installation, maintain reliable power and at least 30 Mbps down/up internet, and have a quality headset; two monitors are highly recommended.
  • Relevant certifications such as Microsoft Certified: Azure Administrator or CompTIA Network+ are highly desirable.

Interested in this position?

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