Director of Technical Operations

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.

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:

1. SLA compliance 
2. Response & resolution times
3. Ticket backlog/aging 
4.  Utilization & billable hours
5. Project profitability
6. 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.

•  7–10+ years of technical operations experience, preferably in an MSP or IT services enviornment. 

• 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.

• Operational excellence mindset

• Data-driven decision making

• Servant leadership

• Process improvement + systems thinking

• Strong business acumen for service profitability

• Exceptional client-facing professionalism

• Ability to thrive in a fast-paced MSP environment