Technical Services Manager – macOS & Identity

Location: New York City (Onsite, up to 5 days per week)

About the Role

SugarShot is seeking a highly technical, Technical Services Manager to lead day-to-day service delivery and technical operations for a dedicated enterprise support pod. This is a hands-on technical leadership role that combines people leadership, deep technical expertise, client relationship management, and operational ownership. The Technical Services Manager will directly manage and develop a team of technical professionals while remaining actively involved in technical support, escalations, and client-facing discussions.

Responsibilities

• Technical Support & Escalation Management

• Serve as the senior technical resource for the dedicated support pod.
• Work support tickets alongside the team, including complex and escalated issues.
• Own technical escalations and ensure issues are driven through resolution.
• Troubleshoot macOS, identity, SaaS applications, endpoint, and cloud-related issues.
• Support onboarding, offboarding, device provisioning, and user lifecycle management.
• Maintain accurate documentation within Jira and internal knowledge bases.

• People Leadership

• Directly manage and support a team of technical professionals.
• Provide regular coaching, feedback, and career development support.
• Conduct one-on-one meetings and help team members grow their technical capabilities.
• Set clear expectations around performance, accountability, and service delivery.
• Support hiring, onboarding, and training of new team members.
• Foster a collaborative team environment focused on continuous improvement.

• Pod Operations & Technical Leadership

• Own the overall technical health and service delivery experience for the dedicated client pod.
• Help prioritize and coordinate daily work across the pod to ensure timely response and resolution.
• Monitor ticket queues, trends, and recurring issues to identify opportunities for improvement.
• Provide technical guidance and mentorship to teammates.
• Identify opportunities to improve processes, documentation, automation, and service delivery.
• Ensure technical standards and best practices are consistently followed.

• Client Experience & Technical Partnership

• Build trusted relationships with client stakeholders and serve as a technical advisor.
• Understand the client's business needs, technology environment, and priorities.
• Translate technical issues and recommendations into clear business outcomes.
• Participate in client meetings, service reviews, and technical discussions.
• Serve as the technical point of contact between the client and SugarShot for operational and technical discussions.
• Proactively identify risks, trends, and opportunities to improve the client's technology experience.
• Ensure a consistent, high-quality support experience across the dedicated client environment.

Required Qualifications

• Must be located in the New York City metropolitan area and able to work onsite up to 5 days per week.

• 7+ years of experience supporting enterprise IT environments, Apple-first organizations, or managed services environments.

• Experience directly managing a team of technical professionals.

• Expert knowledge of macOS administration and troubleshooting.

• Strong experience administering Okta, including:

  • Single Sign-On (SSO)
  • Multi-Factor Authentication (MFA)
  • User lifecycle management
  • Application integrations and provisioning

• Hands-on experience using Jira for ticket management and service delivery.

• Experience supporting Apple Business Manager and modern SaaS environments.

• Strong understanding of identity and access management.

• Excellent troubleshooting, communication, and organizational skills.

• Ability to balance hands-on technical work with people leadership and client ownership.

• Strong customer-facing communication skills with the ability to explain technical concepts to both technical and non-technical stakeholders.

Preferred Qualifications

• Experience with Jamf Pro, Addigy, Kandji, or Mosyle.

• Experience with Microsoft 365, Microsoft Entra ID (Azure AD), and Intune.

• Experience with ConnectWise Manage or another PSA platform.

• Experience supporting healthcare or other HIPAA-regulated organizations.

• Experience with scripting or automation.

Success in This Role

• Delivering exceptional client satisfaction.

• Owning and driving technical escalations to resolution.

• Maintaining strong SLA and service delivery performance.

• Developing and supporting a high-performing technical team.

• Maintaining healthy ticket queues and operational efficiency.

• Improving processes, documentation, and overall service delivery.

• Building trusted partnerships with clients and internal SugarShot teams.

• Proactively identifying opportunities to improve the client technology experience.

Compensation

Base Salary: $135,000 – $155,000, depending on experience.

Eligible for SugarShot's annual performance bonus program.

Comprehensive benefits package.