Remote Service Manager

The Remote Services Manager leads Skyline’s remote technical support operations, serving as the critical first line of defense for all service requests. This role owns the complete remote support function-from initial triage through resolution or field dispatch-ensuring rapid response, technical excellence, and optimal customer outcomes. By building team capability, driving operational efficiency, and implementing structured problem and change management, this position enables scalable growth while delivering exceptional customer service.

You can expect to spend your time accomplishing the following:

• 30% of the time on Objective 1: Team Leadership & Management
• 25% of the time on Objective 2: Remote Operations & Triage Management
• 20% of the time on Objective 3: Escalation Support
• 15% of the time on Objective 4: Problem & Change Management
• 10% of the time on Objective 5: Quality Assurance & Performance Management, * 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: PTO, shift coverage, workload distribution
• Manage the incoming service request queue and ensure timely response
• Monitor ticket aging and take action to prevent SLA breaches
• Real-time workload balancing across team members
• Shift coverage management (business hours and after-hours if applicable)
• Escalation management for complex technical issues or customer situations
• Serve as a technical resource for complex troubleshooting
• Subject matter expertise across physical security platforms
• Stay current on product updates, firmware releases, and known issues
• Vendor liaison for advanced technical support and escalations
• Remote access tools mastery and best practices
• Identifying recurring issues through trend analysis and pattern recognition
• Open and manage problem tickets for systemic issues
• Lead root cause analysis investigations
• Coordinate permanent fixes with Engineering, vendors, or process changes
• Track problems through to resolution and validate effectiveness
• Report on problem trends and improvement initiatives

Do you have experience in Team management?, * 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: Proven ability to diagnose and resolve complex issues without physical access to equipment
• Network fundamentals: TCP/IP, VLANs, VPNs, firewalls, routing (physical security systems are network-dependent)
• 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

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account, * Medical Insurance
• Vision Insurance
• Dental Insurance
• FSA Plan
• Paid Time Off
• 401K Retirement Savings Plan
• Training & Tuition Assistance
• Disability & Life Insurance