SugarShot

Technical Services Manager – macOS & Identity

NYC, NY

Sponsorship not specified$135k-$155kDetected 12 days ago

AzureComplianceJiraCustomer SupportHIPAALeadershipCommunicationMentoring

About the role

This is a hands-on technical leadership role that combines people leadership, deep technical expertise, client relationship management, and operational ownership.
The ideal candidate thrives in Apple-first environments and has deep experience supporting macOS and Okta at scale.

Developing and supporting a high-performing technical team.
Building trusted partnerships with clients and internal SugarShot teams.
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.
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.
This person leads through technical expertise, builds strong teams, drives accountability, and ensures clients receive an exceptional support experience.
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.
Support onboarding, offboarding, device provisioning, and user lifecycle management.
Maintain accurate documentation within Jira and internal knowledge bases.

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.
Experience supporting Apple Business Manager and modern SaaS environments.
Strong understanding of identity and access management.
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 Microsoft 365, Microsoft Entra ID (Azure AD), and Intune.
Experience with ConnectWise Manage or another PSA platform.
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.
Maintaining healthy ticket queues and operational efficiency.

Troubleshoot macOS, identity, SaaS applications, endpoint, and cloud-related issues.

This listing is sourced directly from SugarShot's careers page and normalized into a canonical job model.