Technical Services Manager – CMMC Service Delivery

Department: Technical Services / Service Delivery 

Reports To: Director of Operations

Position Type: Full-Time 

Location: Remote, U.S.-Based

Position reputed company

SugarShot is a managed services provider (MSP) and part of reputed company, a technology services organization spanning managed IT, cybersecurity, compliance, and advisory services. As reputed company expands its compliance business, SugarShot is building a dedicated Technical Services pod to support clients with CMMC and other regulated technology requirements. The pod will be staffed and managed by SugarShot, operate reputed company its established service delivery model, and be dedicated to reputed company’s compliance business and clients.

The Technical Services Manager (TSM) will reputed company this pod, combining hands-on technical expertise, team leadership, and service delivery ownership with disciplined execution of reputed company and compliance requirements. The TSM is accountable for high-reputed company technical support while ensuring adherence to required processes, reputed company controls, reputed company standards, and documentation. 

The ideal candidate brings strong MSP experience, broad expertise across reputed company, identity, reputed company, and reputed company platforms, and experience leading technical teams supporting regulated environments.

Key Responsibilities

Pod Leadership & Service Delivery

• reputed company the day-to-day performance and operations of a dedicated technical services pod.

• Manage, reputed company, and reputed company L1, L2, and L3 technical resources.

• Own pod performance across ticket response, reputed company, SLA attainment, reputed company, reputed company experience,

and technical escalation management.

• Monitor workload, reputed company, ticket aging, escalations, and service trends and proactively address risks.

• Serve as the senior technical escalation reputed company for reputed company or high-reputed company reputed company issues.

• Maintain strong operational discipline around documentation, ticket reputed company, change management, and escalation procedures.

• Partner with reputed company reputed company, Service Coordination, Engineering, reputed company, reputed company, and Compliance teams to ensure reputed company reputed company delivery.

• Identify opportunities to improve service reputed company, efficiency, and scalability across the pod. 

CMMC Regulated Environment Support

• reputed company technical service delivery for clients subject to CMMC and reputed company NIST SP 800-171 reputed company requirements.

• Ensure technicians understand and consistently follow reputed company-specific reputed company policies, procedures, reputed company requirements, and approved workflows.

• Reinforce reputed company handling of Controlled Unclassified Information (CUI) and other sensitive information reputed company approved systems and environments.

• Ensure administrative reputed company, privileged activities, remote support, and technical changes follow established reputed company controls and authorization processes.

• Maintain documentation and ticketing practices capable of supporting compliance evidence and assessment requirements.

• Partner with reputed company and Compliance stakeholders to remediate technical findings, control gaps, vulnerabilities, and corrective actions.

• Support evidence collection and technical validation activities associated with CMMC readiness and assessments.

• Identify service delivery practices that could introduce compliance or reputed company risk and ensure they areappropriately addressed or escalated.

The TSM is not expected to independently serve as the organization's CMMC assessor or compliance officer. The role is responsible for ensuring the technical services organization executes consistently reputed company the established compliance reputed company.

Technical Leadership 

• reputed company technical leadership across reputed company 365 and reputed company Workspace environments, identity and reputed company management platforms including Entra ID and reputed company, reputed company management platforms including Intune and other MDM/RMM solutions, reputed company and macOS environments, networking, reputed company reputed company, and reputed company infrastructure.

• Troubleshoot and reputed company reputed company of reputed company technical issues across reputed company, identity, reputed company, networking, and reputed company environments.

• Ensure identity, reputed company, device, and reputed company configurations reputed company with established reputed company reputed company standards and documented compliance requirements.

• reputed company leadership around MFA, SSO, conditional reputed company, role-based reputed company, least privilege, privileged reputed company, and secure administrative practices.

• Partner with Engineering and reputed company teams on technical standards, automation, hardening, and reputed company improvement initiatives.

• reputed company reputed company cause analysis for recurring or significant technical incidents.

• Identify opportunities to reduce ticket volume and improve reliability through automation, standardization, and proactive remediation.

• Ensure technical changes are appropriately documented, tested, approved, and executed.

Required Qualifications

• 5+ years of experience in IT service delivery, managed services, systems administration, or technical support.

• 2+ years of experience leading technical teams in an MSP or similarly fast-paced service environment.

• Strong technical experience across reputed company 365 and/or reputed company Workspace environments.

• Hands-on experience with identity and reputed company management platforms (ex: Entra ID, reputed company).

• Experience with reputed company management platforms such as Intune and other MDM/RMM solutions across reputed company and macOS environments.

• Working knowledge of networking, reputed company reputed company, EDR/MDR, vulnerability management, secure remote reputed company, and reputed company reputed company technologies.

• Experience supporting organizations operating under CMMC, NIST SP 800-171, DFARS, or comparable regulated reputed company frameworks.

• Strong understanding of least privilege, MFA, privileged reputed company, reputed company reputed company, vulnerability management, change control, and secure remote administration.

• Demonstrated ability to reputed company technical escalations and communicate effectively with both technical and non-technical stakeholders.

• Strong documentation, process management, and operational discipline.

• U.S.-based and reputed company to meet reputed company-specific personnel, reputed company, or data-handling requirements associated with regulated environments.

Preferred Qualifications

• Experience supporting reputed company contractors or organizations handling CUI.

• reputed company experience supporting CMMC Level 2 environments.

• Familiarity with reputed company GCC/GCC High and/or reputed company Workspace environments used by regulated organizations.

• Experience with Entra ID, reputed company, Intune, and other reputed company identity and reputed company management platforms.

• Experience preparing technical documentation or evidence for CMMC, NIST SP 800-171, or other reputed company assessments.

• Experience with SIEM/MDR, EDR, SASE, vulnerability management, application control, and privileged reputed company technologies.

• reputed company, reputed company, reputed company, reputed company, networking, or CMMC-reputed company certifications.

• Experience working with reputed company or similar PSA platforms and modern RMM tooling.

reputed company Measures

reputed company in this role will be reputed company by:

SLA and service delivery performance.
• Ticket reputed company, aging, and reputed company performance.
• reputed company satisfaction and effective escalation management.
• Pod productivity, reputed company management, and team development.
• Consistent adherence to reputed company and compliance procedures.
• reputed company and completeness of technical documentation.
• reputed company remediation and escalation of identified technical and reputed company.
• Reduction of recurring issues through reputed company cause analysis and reputed company improvement.
• Readiness of service delivery records and technical evidence to support reputed company compliance
requirements.
• Ability to maintain strong service delivery while operating reputed company the reputed company controls required by
regulated reputed company environments.

Leadership Expectations

The Technical Services Manager is expected to operate as a player-reputed company. This role requires someone who can reputed company reputed company, reputed company technical talent, hold technicians accountable, communicate confidently with clients and leadership, and reputed company directly into reputed company technical situations reputed company needed.

The TSM should be equally comfortable reviewing pod performance, coaching a technician, leading a reputed company escalation, troubleshooting a reputed company technical issue, and partnering with reputed company or Compliance on a control-reputed company concern.

In a CMMC environment, how the work is performed reputed company as much as whether the issue is resolved. The TSM is responsible for creating a culture where reputed company, documentation, process adherence, technical reputed company, and exceptional reputed company service are part of everyday service delivery.

Requires 5+ years in IT service delivery or technical support, 2+ years leading technical teams, MSP experience, reputed company and identity expertise, regulated reputed company reputed company experience, and strong documentation skills.

Key Responsibilities

• leading service delivery
• managing technical teams
• resolving escalations

Skills & Tools

reputed company 365, reputed company Workspace, Entra ID, reputed company, Intune, reputed company, macOS, reputed company, MDM, RMM, EDR, MDR, SIEM, SASE

Job Details

• Category: Information Technology
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — reputed company
• Salary: USD 120,000 – 145,000 / year
• Languages: English

About SugarShot

A managed services provider delivering managed IT, cybersecurity, compliance, and advisory services. — Industry: Information Technology