Technical Services Manager - REMOTE

Technical Services Manager
Location: 100% Remote (Preferred: Central or Eastern Time Zone candidates only)

Overview:
We are seeking a Technical Services Manager to support and lead a high-performing team of technical engineers, project managers, and managed services professionals. This new role is essential for maintaining our gold-standard customer experience. The team is primarily customer-facing (90% external), making technical expertise, compassion, and exceptional soft skills critical for success.
Reporting to the Director of Technical Services, the ideal candidate will bring a combination of technical acumen, project management experience, and servant leadership to ensure the team’s continued success and professional development.

• Lead and Inspire a Talented Team: Manage and mentor a diverse team of engineers, project managers, and managed services professionals, fostering collaboration and growth.
• Support People Management: Handle goal-setting, performance evaluations, employee engagement, and professional development to ensure team satisfaction and retention.
• Maintain Operational Excellence: Collaborate with team members to streamline processes, ensure compliance with policies, and address operational challenges.
• Drive Results: Analyze metrics to optimize team performance, ensure client satisfaction, and support business goals.
• Customer-Centric Leadership: Uphold our gold-star client satisfaction by supporting a customer-first mindset and addressing client needs effectively.
• Promote Team Engagement: Develop innovative strategies to keep the remote team motivated, connected, and cohesive.
• Collaborate with Leadership: Serve as the operational backbone, enabling senior leadership to focus on strategy and business growth.

• Bachelor’s Degree in Technology or a related field (required).
• Project Management Experience: Proven success in managing projects, processes, and people.
• Management Experience: 5-10 years of leadership experience, ideally with technical teams.
• Technical Background: Ability to connect with and manage engineers, understanding their technical roles and challenges.
• Technical Skills: Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, Teams), project management tools, and metrics reporting systems.
• Soft Skills: Exceptional communication, empathy, and interpersonal skills to build trust and engagement with the team.
• Tools and Processes: Familiarity with CI/CD processes, Agile methodologies, and other modern team workflows.

• Be part of a team that consistently delivers gold-star customer experiences.
• Work with happy, talented employees who love what they do.
• Play a critical role in shaping the future of the business and supporting team success.