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

• Design, build, and maintain CI/CD pipelines that support phased rollouts and safe deployment practices • Implement telemetry-driven release gates using crash, reliability, and performance signals • Monitor live rollout health and identify anomalies, regressions, or crash spikes • Promote, pause, or halt deployments based on real-time health indicators • Develop automation to replace manual release and validation workflows • Build dashboards, alerts, and health metrics using observability tools • Participate in triage and structured incident response workflows • Investigate reliability regressions and coordinate mitigation with engineering teams • Continuously improve deployment velocity while maintaining rollout stability • Collaborate cross-functionally with engineering, release, and reliability teams

• Implement and support CI/CD pipeline, ensuring the integration of security practices throughout the software development lifecycle. • Support DevSecOps efforts to ensure delivery of a demand model leveraging continuous everything to reduce defects while increasing productivity and time-to-market • Assist with the establishment of CI/CD pipeline guidelines, standards, and strategies • Communicate with development teams to ensure adherence to CI/CD guidelines and standard DevSecOps processes • Support the technical planning, configuration, integration, verification, and validation of the pipeline toolchain • Implement automated methods to improve system performance and reliability, including scripting, integration, and problem resolution related to the CI/CD pipeline toolchain • Quickly learn business workflows, technical architecture, and dependent systems of the supported services • Collaborate with cross-functional teams to integrate various DevSecOps practices as part of a CI/CD implementation • Troubleshoot issues within the pipeline and provide solutions • Stay updated with the latest DevSecOps trends, tools, and best practices • Contribute to the continuous improvement of our DevSecOps processes and tooling • Support the implementation of security measures throughout the CI/CD pipeline • Assist in the creation and maintenance of documentation for DevSecOps processes and tools.

• Oversee the operation and maintenance of our trading systems, guaranteeing continuity and stability in our production trading environment • Design, build, and maintain Python-based automation to support operational tooling, monitoring, dashboards, and deployment workflows • Administer and support Windows systems, including configuration management, patching, performance tuning, and incident response • Manage identity, endpoint, and access platforms across the Microsoft ecosystem, including Microsoft 365, Entra ID, Intune, and related services • Troubleshoot and resolve issues across systems, applications, and core networking components in a multi-platform environment • Support operational security initiatives such as system hardening, vulnerability remediation, and continuous monitoring • On call coverage in a team rotation