SugarShot · 1 week ago
Director of Technical Operations
United States
Full-time
Remote
Director/Executive
$125K/yr - $175K/yr
7+ years expSugarShot is an information technology company specializing in Cybersecurity, IT Support, and Professional Services. The Director of Technical Operations is a senior leadership role responsible for overseeing day-to-day technical service delivery, ensuring operational excellence, high client satisfaction, and efficient workflows across various technical teams.
Cyber SecurityInformation TechnologySoftware
Responsibilities
Lead, mentor, and develop all technical teams, including Help Desk, Service Coordination, Escalation/Engineering, NOC/SOC, and Professional Services
Implement performance management, KPIs, and growth paths for all technical staff
Foster a culture of accountability, collaboration, and continuous improvement
Work closely with Director of Client Success
Work closely with HR on recruiting, onboarding, training, and retention
Oversee daily operations of all technical departments to ensure smooth execution of support tickets, service requests, and project work
Ensure SLA adherence, quality control, ticket hygiene, and escalation procedures
Manage complex or high-impact client incidents and serve as an escalation point when needed
Work with Client Success to address recurring issues, chronic problems, and service-level risks
Own operational processes, documentation, and workflows across ConnectWise Manage (or equivalent PSA)
Refine ticketing best practices, dispatching, triage, utilization targets, and resource management
Ensure accurate and timely time entry, ticket statuses, and project updates
Work with the operations team to maintain integrations with RMM, documentation platforms, and monitoring tools
Drive continuous improvement initiatives and standard operating procedures (SOPs)
Oversee project delivery, ensuring scope, schedule, and budgets are met
Manage resource allocation between support, projects, and escalations
Conduct project post-mortems and ensure lessons learned are implemented
Track and report on KPIs including: SLA compliance, Response & resolution times, Ticket backlog/aging, Utilization & billable hours, Project profitability, Client satisfaction (CSAT/NPS)
Analyze operational trends and make recommendations for optimization
Partner with Client Success on service reviews, QBRs, escalations, and proactive communication
Support sales with technical expertise during scoping, onboarding, and large opportunities
Act as a trusted advisor to clients regarding technology strategy, standards, and improvements
Ensure the MSP’s technology stack remains standardized, secure, and scalable
Oversee patching, monitoring, cybersecurity posture, and compliance processes
Drive adoption of automation, AI tools, and best practices to reduce manual work and improve service quality
Qualification
Required
7–10+ years of technical operations experience, preferably in an MSP or IT services environment
Strong leadership experience in a multi-team technical environment
Expert-level knowledge of ConnectWise PSA and RMM tools
Deep understanding of operational workflows in an MSP setting (dispatch, triage, ticket queues, projects, escalations)
Excellent communication, customer service, and conflict-resolution skills
Ability to manage competing priorities, tight timelines, and cross-functional responsibilities
Experience developing KPIs, service metrics, and operational dashboards
Strong knowledge of cloud services (Microsoft 365, Azure), networking, virtualization, and cybersecurity fundamentals
Benefits
Comprehensive health benefits
401K
Company
SugarShot
SugarShot is an information technology company that provides cyber security, IT compliance & audits and information services to clients.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase