Continuously monitor all service boards and tickets in the PSA system to ensure progress, timely updates, and adherence to SLAs.
Act as the primary escalation point for complex technical issues, providing Level 2/3 support across Windows environments, servers, networking, and related technologies.
Liaise directly with clients to clarify technical requirements, provide updates, and ensure exceptional service delivery.
Assist with technical projects such as system upgrades, installations, and migrations, ensuring successful execution within scope and deadlines.
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.

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.

Assistant Technical Services Delivery Manager

Key skills