Technical Services Manager – CMMC Service Delivery

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SugarShot

WebsiteLinkedInAll Job Openings

11 - 50 employees

🔒 Cybersecurity

💼 Consulting

Cybersecurity • Consulting

SugarShot is an IT services and consulting company specializing in managed IT services, cybersecurity, IT and technology audits, incident response, IT compliance, and IT staffing. Based in Los Angeles, SugarShot is dedicated to integrating technology as a crucial component of business growth strategies, helping companies navigate the constantly evolving tech landscape to enhance operational continuity and competitive edge.

📋 Description

• Lead the day-to-day performance and operations of a dedicated technical services pod • Manage, coach, and develop L1, L2, and L3 technical resources • Own pod performance across ticket response, resolution, SLA attainment, quality, client experience, and technical escalation management • Monitor workload, capacity, ticket aging, escalations, and service trends and proactively address risks • Serve as the senior technical escalation point for complex or high-impact client issues • Maintain operational discipline around documentation, ticket quality, change management, and escalation procedures • Partner with Client Success, Service Coordination, Engineering, Projects, Security, and Compliance teams to ensure seamless client delivery • Lead technical service delivery for clients subject to CMMC and related NIST SP 800-171 requirements • Ensure technicians follow client-specific security policies, procedures, access requirements, and approved workflows • Reinforce proper handling of CUI and other sensitive information within approved systems and environments • Ensure administrative access, privileged activities, remote support, and technical changes follow established security controls and authorization processes • Maintain documentation and ticketing practices capable of supporting compliance evidence and assessment requirements • Partner with Security and Compliance stakeholders to remediate technical findings, control gaps, vulnerabilities, and corrective actions • Support evidence collection and technical validation for CMMC readiness and assessments • Provide technical leadership across Microsoft 365, Google Workspace, Entra ID, Okta, Intune, MDM/RMM solutions, Windows, macOS, networking, endpoint security, and cloud infrastructure • Troubleshoot and lead resolution of complex technical issues across endpoint, identity, cloud, networking, and security environments • Drive root 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 documented, tested, approved, and executed • Maintain strong service delivery while operating within regulated-client security controls

🎯 Requirements

• 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 Microsoft 365 and/or Google Workspace • Hands-on experience with Entra ID and/or Okta • Experience with Intune and other MDM/RMM solutions across Windows and macOS • Working knowledge of networking, endpoint security, EDR/MDR, vulnerability management, secure remote access, and cloud security technologies • Experience supporting organizations under CMMC, NIST SP 800-171, DFARS, or comparable regulated security frameworks • Strong understanding of least privilege, MFA, privileged access, endpoint security, vulnerability management, change control, and secure remote administration • Ability to lead technical escalations and communicate with technical and non-technical stakeholders • Strong documentation, process management, and operational discipline • U.S.-based and able to meet client-specific personnel, access, or data-handling requirements • Preferred: experience supporting Department of Defense contractors or organizations handling CUI • Preferred: direct experience supporting CMMC Level 2 environments • Preferred: familiarity with Microsoft GCC/GCC High and/or regulated Google Workspace environments • Preferred: CMMC, Microsoft, Google, Okta, security, or networking certifications • Preferred: experience with ConnectWise or similar PSA platforms and modern RMM tooling