Director of Technical Support
About The Position
Edgeworth Security is a full-service security firm, specializing in Interactive Video Surveillance, Security System Integration, Executive Protection and Security Consulting Services. Our security solutions and suite of managed services leverage modern technology and automation to significantly lower theft and crime, as well as improve overall operations for our customers. Edgeworth Security takes a proactive stance on crime prevention and operational enhancement by applying artificial intelligence and military grade analytics used in our Command Center. We combine people, processes, and technology to actively secure, protect and improve the operations of our clients’ people, property, and assets. Overview: The Director of Technical Support is responsible for supporting and empowering a team of Support Specialist, and Network Engineers to provide excellent customer service by troubleshooting and resolving customer issues to clients. In this role, you are accountable for supervising your team, ensuring quality customer service, and accurate ticket resolution that drives customer retention. You will be empowered to leverage Edgeworth’s ticketing platform and dashboards to manage ticket assignment and resolution metrics. You will perform ticket audits to ensure efficient and effective customer resolution in addition to identifying and delivering team member development and training.
Requirements
- 3+ years experience managing staff of greater then 10 people
- 5+ years experience in a technical support, helpdesk, network support position
- Strong analytical skills, initiative, and the ability to work under pressure
- Detail oriented and organized approach while working in a ticketing system
- Windows & Linux Operating Systems
- Camera Systems (Cloud, NVR, Hybrid, etc)
- Security Applications (SentinelOne, Ironscales, Sublime, etc)
- Network protocols (TCP/IP, DHCP, DNS, etc.)
- VPN technologies (L2TP, IPSec, Zero Trust, etc)
- Networking and configurations (Switching, routing, firewalls)
- Mobile Device Management administration
Nice To Haves
- Preferred certifications include CompTIA A+, Network+, CCNA, CMNA, and/or UFSP
- Bachelor’s degree in computer science, Information Security, or a related field is valued but not required
Responsibilities
- Oversee technical support for clients, supervising a team responsible for resolving daily tickets through effective ticket assignment, delegation and appropriate escalation.
- Demonstrate a consistent commitment to customer service through effective ticket resolution, proactively anticipating customer needs, and working with internal teams to ensure complex and/or escalated issues are resolved.
- Embody the Edgeworth’s brand by building productive relationships built on trust, patience and results with internal staff, customers and vendor partners.
- Seek to overcome challenges and accept failure as an opportunity for improvement.
- Set clear team schedule, goals and expectations.
- Delegate tasks and set deadlines.
- Utilize Salesforce to manage team performance and report on metrics.
- Perform regular ticket audits to recognize success and identify opportunities for improvement.
- Participate in the interview process to vet qualified team members.
- Listen to team members’ feedback and resolve issues or conflicts in a timely manner.
- Appropriately load balance by assigning tickets to the appropriate talent, ensuring timely completion and opportunities to learn and grow.
- Identify team member development needs and coach accordingly.
- Provide new hire training and participate in 60 & 90 Day Introductory Evaluations.
- Recognize high performance and reward accomplishments.
Benefits
- Top-tier compensation
- Full-time, non-exempt hourly with full benefits (medical, dental, vision, life insurance/AD&D/short-term and long-term disability, 401(k) matching)
- Training & Education Assistance
- Paid Time Off (PTO)
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
51-100 employees
