Technical Services Manager

Role Description The Technical Services Manager is a part-time, remote role responsible for overseeing day-to-day technical support operations and ensuring timely resolution of customer issues. This role includes managing technical service queues, prioritizing and troubleshooting complex cases, and providing guidance to team members on best practices and escalation paths. The Technical Services Manager will collaborate with product, engineering, and customer success teams to identify recurring issues and implement process improvements. The role also involves developing and delivering training materials and sessions for internal staff and customers, maintaining documentation, and monitoring service performance metrics to ensure high-quality support.
Qualifications
Strong Technical Services and Technical Support skills to manage and improve service delivery processes.
Proficiency in Troubleshooting to diagnose, analyze, and resolve technical issues across systems and applications.
Solid Customer Service capabilities to communicate clearly, manage expectations, and maintain positive relationships.
Experience in Training to create documentation, guide team members, and conduct instructional sessions for users.
Relevant experience in managing or leading technical support or service teams, preferably in a remote environment.
Ability to work independently, prioritize tasks, and handle multiple issues concurrently in a part-time schedule.
Excellent written and verbal communication skills, with comfort using online collaboration and ticketing tools.
Background in IT, computer science, engineering, or related field, or equivalent practical experience.

Work arrangement
Yes