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. 

The ideal candidate thrives in Apple-first environments and has deep experience supporting macOS and Okta at scale. This person leads through technical expertise, builds strong teams, drives accountability, and ensures clients receive an exceptional support experience. 

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 

Success in this role is measured by: 

• 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. 

If you are passionate about Apple technologies, identity management, and delivering exceptional client experiences while leading and developing a technical team, we would love to hear from you.