Remote Service Manager

Skyline Technology Solutions, LLC•Glen Burnie, MD

6d•$90,000 - $105,000•Remote

About The Position

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.

Requirements

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

Responsibilities

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