Technical Services Manager – macOS & Identity

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

Sugar Shot 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 s person leads through technical expertise, builds strong teams, drives accountability, and ensures clients receive an exceptional support experience.

• 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.

• 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.

• 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.

• 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 Sugar Shot 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.

• 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.

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

• Experience with…