SugarShot

About SugarShot SugarShot is a modern Managed Service Provider delivering IT, cybersecurity, and cloud solutions to growing businesses. We help organizations simplify and strengthen their technology environments through a proactive, security-first approach and a highly responsive support model. The MSP market supports the IT, security, and compliance needs of the majority of SMB and mid-market companies. It is a large and essential space, yet many providers still rely on reactive service models, manual processes, and fragmented toolsets. At SugarShot, we take a different approach, focusing on scalable systems, operational rigor, and a client experience that aligns with how modern businesses operate. Our model combines people, process, and technology to deliver consistent, high-quality outcomes across service delivery, security, and strategic IT initiatives. We prioritize visibility, accountability, and continuous improvement, enabling our clients to grow with confidence while we manage and evolve their technology foundation. Job Summary SugarShot is seeking a Project Manager (PM) to lead the planning, coordination, and execution of client-facing IT and security projects. The Project Manager partners closely with Client Success, Service Delivery, Technical Account Managers, and Engineering teams to ensure projects are delivered on time, within scope, and aligned to client expectations. This role is responsible for driving accountability across internal and external stakeholders, managing project timelines and risks, and ensuring a consistent, high-quality delivery experience. The ideal candidate brings strong organizational and communication skills, experience managing technical projects, and the ability to operate effectively in a fast-paced managed services environment. They are comfortable driving execution, navigating ambiguity, and maintaining structure across multiple concurrent initiatives. Travel: This role may require occasional travel, with travel up to 10–20% based on project and business needs Responsibilities Include Project Planning & Execution • Own end-to-end delivery of client projects including onboarding, migrations, infrastructure upgrades, and security initiatives • Define project scope, objectives, timelines, and resource requirements • Develop and maintain detailed project plans, schedules, and milestones • Ensure projects are delivered on time, within scope, and aligned to client expectations Cross-Functional Coordination • Partner with Technical Account Managers, Engineers, and Service Desk teams to coordinate execution • Align internal resources and ensure clear ownership of tasks and deliverables • Facilitate collaboration across teams to remove blockers and maintain project momentum Client Communication & Stakeholder Management • Serve as the primary point of contact for clients throughout project delivery • Provide regular project updates, status reports, and risk communication • Set clear expectations and ensure alignment between client stakeholders and internal teams • Translate technical concepts into clear, actionable communication for non-technical stakeholders Risk Management & Issue Resolution • Identify project risks, dependencies, and potential delays early • Proactively manage issues and escalate as needed • Drive resolution across stakeholders while maintaining timelines and quality Process & Delivery Excellence • Ensure projects follow defined delivery frameworks, standards, and best practices • Maintain accurate and up-to-date project documentation • Continuously improve delivery processes based on lessons learned and feedback Operational Alignment • Coordinate project handoffs to Service Delivery and Client Success teams • Ensure proper documentation and knowledge transfer at project completion • Support post-project reviews to validate outcomes and identify improvement opportunities What You Bring • 4–8+ years of experience in Project Management within IT, MSP, or technology environments • Proven experience managing technical projects such as cloud migrations, infrastructure deployments, or security implementations • Strong understanding of IT environments including endpoints, cloud platforms (Microsoft 365/Azure), and networking concepts • Experience working in fast-paced, multi-client environments with competing priorities • Excellent organizational, time management, and prioritization skills • Strong communication skills with the ability to engage both technical and non-technical stakeholders • High level of ownership, accountability, and attention to detail • Familiarity with project management tools and methodologies (Agile, Waterfall, or hybrid approaches) • PMP, PRINCE2, or equivalent certification is a plus • Bachelor’s degree preferred or equivalent professional experience Success Metrics Primary Metrics: • On-time and on-budget delivery of projects • Client satisfaction and feedback during and after project delivery • Reduction in project delays, escalations, and scope creep • Effective coordination across internal teams and stakeholders • Quality and completeness of project documentation and handoffs The Project Manager is accountable for ensuring consistent, predictable project delivery while driving a high-quality client experience and strong operational alignment across teams. Benefits • Competitive compensation • Healthcare + Vision + Dental benefits • Remote work environment • Flexible time-off policy • Transparent, flat culture

About SugarShot: SugarShot is a modern Managed Service Provider delivering IT, cybersecurity, and cloud solutions to growing businesses. We help organizations simplify and strengthen their technology environments through a proactive, security-first approach and a highly responsive support model. The MSP market supports the IT, security, and compliance needs of the majority of SMB and mid-market companies. It is a large and essential space, yet many providers still rely on reactive service models, manual processes, and fragmented toolsets. At SugarShot, we take a different approach, focusing on scalable systems, operational rigor, and a client experience that aligns with how modern businesses operate. Our model combines people, process, and technology to deliver consistent, high-quality outcomes across service delivery, security, and strategic IT initiatives. We prioritize visibility, accountability, and continuous improvement, enabling our clients to grow with confidence while we manage and evolve their technology foundation. Job Summary SugarShot is seeking a Technical Account Manager (TAM) with strong systems administration experience to serve as the technical advisor and operational bridge for an assigned client portfolio. The TAM partners closely with Client Success, Service Delivery, Security, and Engineering teams to ensure the effective execution of IT operations, technical alignment, and ongoing optimization of client environments. This role is responsible for translating technical needs into actionable plans, maintaining environment health, and supporting clients through infrastructure, security, and compliance requirements. The ideal candidate brings hands-on systems experience, strong technical troubleshooting capability, and the ability to communicate effectively with both technical teams and business stakeholders. They are comfortable owning technical outcomes, identifying risk, and driving continuous improvement across client environments. Responsibilities Include Technical Ownership & Environment Management • Act as the primary technical advisor for assigned clients • Maintain a deep understanding of client environments, including infrastructure, endpoints, cloud platforms, and security tooling • Perform regular environment reviews to identify risks, gaps, and optimization opportunities • Ensure systems are aligned to best practices across performance, security, and scalability Systems Administration & Support Alignment • Provide hands-on support for complex issues and escalations when needed • Support endpoint management across both macOS and Windows environments • Assist with system configuration, patching, upgrades, and lifecycle management • Partner with Service Desk and Engineering teams to ensure consistent and effective resolution of technical issues Security & Compliance Alignment • Support client environments in alignment with security frameworks and compliance requirements (SOC 2, HIPAA, PCI, etc.) • Identify and remediate security risks across endpoints, identity, and infrastructure • Assist with implementation and ongoing management of security tools and controls • Partner with internal and external stakeholders during audits and compliance reviews Project & Technical Execution • Support the planning and execution of technical projects, migrations, upgrades, and new deployments • Collaborate with Project Managers and Engineers to ensure successful delivery • Validate technical outcomes and ensure alignment with client expectations and standards Client Collaboration & Communication • Participate in client meetings alongside CSMs to provide technical insight and guidance • Translate technical concepts into clear, actionable communication for non-technical stakeholders • Build trust with client IT contacts and serve as a reliable technical partner Operational Coordination • Monitor environment health, ticket trends, and recurring issues to drive proactive improvements • Ensure documentation is accurate and up to date across systems and environments • Escalate risks and issues appropriately while maintaining clear communication What You Bring • 4–8+ years of experience in Systems Administration, Technical Account Management, or similar roles within managed services or IT environments • Strong hands-on experience with both macOS and Windows environments • Solid understanding of IT infrastructure, including endpoints, networking, cloud platforms (Microsoft 365/Azure), and identity management • Experience supporting or working within compliance-driven environments (SOC 2, HIPAA, PCI, or similar) • Proven ability to troubleshoot complex technical issues and support escalations • Experience with endpoint management tools (e.g., Intune, Addigy, or similar) • Strong communication skills with the ability to engage both technical and non-technical stakeholders • High level of ownership, accountability, and attention to detail • Comfortable operating in fast-paced, growth-oriented environments • Bachelor’s degree preferred or equivalent professional experience Success Metrics Primary Metrics: • Technical health and stability of assigned client environments • Reduction in recurring issues and escalations • Alignment to security and compliance standards across client environments • Successful delivery of technical initiatives and projects The Technical Account Manager is accountable for ensuring the reliability, security, and continuous improvement of client environments, serving as a key driver of technical quality and client confidence. Location: Remote with the ability to work US East Coast hours Travel: This role requires on-site client visits as needed, with travel up to 20% based on client and business needs. Benefits • Competitive compensation • Healthcare + Vision + Dental benefits • Remote work environment • Flexible time-off policy • Transparent, flat culture

About SugarShot: SugarShot is a modern Managed Service Provider delivering IT, cybersecurity, and cloud solutions to growing businesses. We help organizations simplify and strengthen their technology environments through a proactive, security-first approach and a highly responsive support model. The MSP market supports the IT, security, and compliance needs of the majority of SMB and mid-market companies. It is a large and essential space, yet many providers still rely on reactive service models, manual processes, and fragmented toolsets. At SugarShot, we take a different approach, focusing on scalable systems, operational rigor, and a client experience that aligns with how modern businesses operate. Our model combines people, process, and technology to deliver consistent, high-quality outcomes across service delivery, security, and strategic IT initiatives. We prioritize visibility, accountability, and continuous improvement, enabling our clients to grow with confidence while we manage and evolve their technology foundation. Job Summary SugarShot is seeking a strategic and client-focused Client Success Manager (CSM) to drive long-term partnerships, retention, and revenue growth across our managed services portfolio. The CSM manages executive-level client engagement within an assigned portfolio, partnering across Service Delivery, Engineering, Sales, and Leadership to align technology strategy, service performance, and business priorities. This role is accountable for ensuring clients clearly understand and realize the full value of their managed services investment. The ideal candidate combines strong business acumen, technical fluency, and executive communication skills. They are comfortable advising senior stakeholders, navigating operational complexity, and proactively identifying opportunities to strengthen client outcomes, technology maturity, and overall service impact. Responsibilities Include Client Engagement & Strategic Alignment - Manage executive-level engagement within an assigned client portfolio - Build and maintain strong relationships with executive stakeholders, IT leaders, and operational partners - Lead Quarterly Business Reviews (QBRs) and strategic planning sessions focused on performance, priorities, risk mitigation, and forward planning - Ensure alignment between client business objectives and SugarShot’s service delivery strategy Value Realization & Service Impact - Ensure clients clearly understand the scope, performance, and outcomes of services delivered - Translate service metrics, cybersecurity posture, infrastructure health, and compliance considerations into business-relevant insights - Proactively identify opportunities to improve technology maturity, security alignment, operational efficiency, and service adoption - Monitor adherence to defined service standards and best practices Retention & Growth - Drive client retention through proactive engagement, risk identification, and long-term planning - Lead renewal strategy and execution within the assigned portfolio, driving proactive engagement, demonstrating measurable value, and ensuring long-term contract alignment and retention - Identify and advance opportunities for service optimization, modernization, and expansion - Partner with Sales and Solutions teams to scope and position additional services aligned to client needs - Maintain accurate forecasting visibility within the assigned portfolio Operational Coordination - Collaborate with Service Desk, Security, and Project teams to ensure consistent service delivery - Monitor SLA adherence, service performance metrics, and client satisfaction indicators - Escalate risks appropriately while maintaining clear and timely executive communication - Maintain accurate CRM records, account documentation, and pipeline hygiene What You Bring - 3–8+ years of experience in Client Success, Consulting, Strategic Account Leadership, or similar roles within managed services, cybersecurity, cloud, or technology services - Solid understanding of IT infrastructure, cybersecurity, cloud environments, and compliance needs - Demonstrated ability to drive retention and expansion within an existing client portfolio - Strong financial and business acumen, including comfort discussing budgets, risk, and technology investment strategy - Executive presence and the ability to influence stakeholders across technical and non-technical audiences - Exceptional written, verbal, and presentation skills - High level of organization, accountability, and follow-through - Comfortable operating in dynamic, growth-oriented environments - Bachelor’s degree preferred or equivalent professional experience. - Net Revenue Retention (NRR) within the assigned portfolio Success Metrics Primary Metric: The Client Success Manager is accountable for driving renewal performance, expansion revenue, and long-term client value to achieve strong and sustainable NRR. Travel: This role requires on-site client visits as needed, with travel up to 20% based on client and business needs. Benefits - Competitive compensation - Healthcare + Vision + Dental benefits - Remote work environment - Flexible time-off policy - Transparent, flat culture

• Overseeing day-to-day technical service delivery across the MSP. • Ensuring operational excellence, high client satisfaction, and efficient internal workflows across support, projects, escalations, and technical teams. • Lead, mentor, and develop all technical teams. • Implement performance management, KPIs, and growth paths for all technical staff. • Oversee daily operations of all technical departments to ensure smooth execution of support tickets, service requests, and project work. • Manage complex or high-impact client incidents. • Oversee project delivery, ensuring scope, schedule, and budgets are met. • Track and report on KPIs including SLA compliance, Response & resolution times, Ticket backlog/aging.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Level 2 Support Specialist, you will handle more complex desktop and workstation issues directly with users in person at the local office in Nashville, TN. This position offers a hybrid work schedule, with the flexibility to work remotely as well as on-site at either the client's office or the company's office, depending on project needs. - Respond to remote and on-site support requests in a timely and professional manner. - Troubleshoot complex issues with laptops and workstations. - Install, configure, and upgrade PC software and operating systems. - Maintain detailed documentation of all interventions. - Be eyes, ears, and hands for network troubleshooting. - Escalate unresolved issues to Level 3 support. - Perform after-hours on-call duties, per on-call rotation schedule. - Work on-site from the Nashville office as needed. - Provide professional technical support to C-suite and executives in a fast-paced and high-pressure environment. Qualifications - Moderate Troubleshooting: Ability to diagnose and solve more complex hardware and software problems. - Operating Systems: In-depth knowledge of various operating systems (Windows, MacOS, Linux (bonus)). - Software and Hardware Management: Skills in managing and configuring software applications and computer hardware. - In-person Assistance: Experience with desk-side support tools and techniques. - Remote Assistance: Experience with remote desktop support tools and techniques. - Problem Management: Ability to track and prioritize issues, escalating when necessary. - Security Fundamentals: Basic understanding of cybersecurity principles and practices. - Peripheral Devices: Proficiency in configuring and troubleshooting peripheral devices like printers, scanners, etc. - Proficient in identity management tools (Okta & Entra), Jira (Confluence), Google Workspace, Jamf, Intune, & Slack. Requirements - Local (within 30-45 miles) to the Nashville, TN office. - Be able to lift at least 30lbs. - Must be highly detail oriented and a proven commitment to high quality workmanship. - Must have excellent, thorough, and methodical problem-solving skills. - You must be able to work with challenging personalities and always maintain a professional and positive demeanor with users. - Must have a drive and a “-ness” about you that takes pride in supporting your workstations/users. - Must be a self-starter. - Must have excellent interpersonal and English communication skills (spoken and written). - You must have a reliable mode of transportation, cell phone, high-speed internet connection, and a dedicated, distraction-free workspace to support remote work requirements. - A good sense of humor. - Enjoy working in a team and as an individual contributor. Educational Requirements - Bachelor's degree in a related field preferred. - Basic IT certification(s) with Microsoft or CompTIA required. - 2 years' experience in a helpdesk/support technician role. Benefits - Comprehensive health, dental, vision, and life insurance. - 401K. - Unlimited PTO. - Opportunities for continuing education and mentoring. - Fun perks like free lunches, bingo nights, and other exciting events!

Hi, We're SugarShot . We're an open rebellion against the IT grain. We do Technology. Differently. Come join us! SugarShot is an information technology company with practice areas in Cybersecurity, IT Support and Professional Services. We are growing quickly, been honored on the Inc. 5000 3 years in a row, and have excellent opportunities for great people who are looking to make a real difference in the market place. Our name is unique, because our story is unique, and so is our future. Come join us! In addition to great pay and benefits we offer a super cool, tech company environment, comprehensive health benefits, 401K. Position Summary The Director of Technical Operations is a senior leadership role responsible for overseeing day-to-day technical service delivery across the MSP. This position ensures operational excellence, high client satisfaction, and efficient internal workflows across support, projects, escalations, and technical teams. The Director owns the quality-of-service outcomes, drives process maturity, and ensures the MSP meets or exceeds SLAs, profitability targets, and client expectations. Key Responsibilities Leadership & People Management • 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. Service Delivery & Operations • 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. Process, Tools & Systems • 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). Project & Resource Management • 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. Quality, Metrics & Reporting • 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. Client Engagement & Escalations • 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. Technology Standards & Best Practices • 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. Qualifications