Technical Services Manager

Responsibilities

• Serve as the senior technical resource for the dedicated support pod and manage technical escalations
• Troubleshoot macOS, identity, SaaS applications, endpoint, and cloud-related issues
• Directly manage, coach, and develop a team of technical professionals
• Own technical health and service delivery for the dedicated client pod
• Build trusted relationships with client stakeholders and serve as a technical advisor
• Maintain accurate documentation within Jira and internal knowledge bases

Requirements

• 7+ years of experience in enterprise IT, Apple-first, or managed services environments
• Proven experience directly managing a team of technical professionals
• Expert knowledge of macOS administration and troubleshooting
• Strong experience administering Okta (SSO, MFA, user lifecycle, and provisioning)
• Hands-on experience with Jira for ticket management
• Experience supporting Apple Business Manager and modern SaaS environments
• Must be located in the NYC metropolitan area and able to work onsite up to 5 days per week

Preferred Qualifications

• Experience with Jamf Pro, Addigy, Kandji, or Mosyle
• Experience with Microsoft 365, Microsoft Entra ID, and Intune
• Experience with ConnectWise Manage or other PSA platforms
• Experience supporting HIPAA-regulated organizations
• Experience with scripting or automation

About the Company

SugarShot provides high-touch technical services and managed IT support, specializing in Apple-first environments and identity management.