CG Tech Services

Assistant Technical Services Delivery Manager

CG Tech Services

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇿🇦 South Africa

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Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudDNSFirewallsITSMSwitchingTCP/IPVMware

About the role

  • 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).

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Windows ServerActive DirectoryDNSDHCPVMwareHyper-VTCP/IProutingswitchingfirewalls
Soft skills
service-orientedcollaborativedetail-orientedcustomer servicetime managementleadershipteamworkcommunicationproblem-solvingorganizational
Certifications
Microsoft Certified: Azure AdministratorCompTIA Network+