Service Manager

Skyline Technology Solutions

Remote Services Manager overseeing remote technical support operations at Skyline. Focusing on team leadership, operational efficiency, and delivering exceptional customer service.

Posted 5/16/2026full-timeRemote • Maryland • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $105,000 per yearWebsite

Tech Stack

Tools & technologies

FirewallsTCP/IP

About the role

Key responsibilities & impact

Day-to-day oversight and management of the remote service technicians
Hire, onboard, develop, and retain technical resources
Performance management: regular 1-on-1s, coaching, performance reviews, and corrective action plans
Career development: create clear progression paths for remote service technicians
Team culture: build a collaborative, customer-focused, technically excellent environment
Scheduling and capacity management
Manage the incoming service request queue and ensure timely response
Monitor ticket aging and take action to prevent SLA breaches
Escalation management for complex technical issues or customer situations
Serve as a technical resource for complex troubleshooting
Identifying recurring issues through trend analysis and pattern recognition
Lead root cause analysis investigations
Track problems through to resolution and validate effectiveness

Requirements

What you’ll need

5+ years in technical support or service delivery
Hands-on experience with physical security systems: access control (Genetec, Galaxy, Verkada, etc.) and/or video management systems (Milestone, Genetec, Axis, etc.)
Remote troubleshooting expertise
Network fundamentals: TCP/IP, VLANs, VPNs, firewalls, routing
2+ years directly managing people (minimum 3-5 person technical team)
Performance management experience (coaching, corrective action, performance improvement)
Hiring and onboarding experience
Background in physical security integration
Experience in a dispatch/triage role coordinating remote and field operations
Manufacturer certifications in security platforms

Benefits

Comp & perks

Medical Insurance
Vision Insurance
Dental Insurance
FSA Plan
Paid Time Off
401K Retirement Savings Plan
Training & Tuition Assistance
Disability & Life Insurance

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

technical supportservice deliveryremote troubleshootingnetwork fundamentalsTCP/IPVLANsVPNsfirewallsroutingtrend analysis

Soft Skills

performance managementcoachingcorrective actionteam culturecollaborationcustomer focusproblem-solvingleadershipcommunicationcapacity management

Certifications

manufacturer certifications in security platforms