Vice President, Technical Support

ThreatLocker•Orlando, FL

2d•Onsite

About The Position

ThreatLocker® is a leader in endpoint protection technologies, providing enterprise-level cybersecurity tools to improve the security of servers and endpoints. The ThreatLocker® platform with Application Allowlisting, Ringfencing™, Storage Control, Elevation Control, Endpoint Network Control, Configuration Management, and Operational Alert solutions are leading the cybersecurity market toward a more secure approach of blocking the exploits of application vulnerabilities.

Requirements

Five (5) years of work experience as a Service Manager in Cybersecurity.
Experience providing IT support to businesses.
Managing teams of technicians.
Dealing with escalations.
Providing tier 3 level support.
Managing IT projects.
Maintaining client relationships.
Evaluating IT issues and architecting solutions.
Selecting products (both hardware and software).
Overseeing the subsequent deployment and support of these solutions.
Demonstrated proficiency using Cyber Security.
Demonstrated proficiency using IT Infrastructure.
Demonstrated proficiency using Service Desk Management.
Demonstrated proficiency using Customer Relationships.
Demonstrated proficiency using Tier 3 Technical Ability.
Demonstrated proficiency using Windows Server.
Demonstrated proficiency using WMWare/Hyper-V.
Demonstrated proficiency using Backup / Disaster Recovery.
Demonstrated proficiency using Networking.
Must be available nights & weekends.
Background check and drug/substance screening required after a conditional offer.
Clear results from background check and drug/substance screening.

Responsibilities

Leading the Technical Support Team.
Providing oversight and management to ensure the delivery of strategic and technical support to ThreatLocker’s business clientele.
Leading, mentoring, and developing a high-performing technical support team that is capable of scaling ThreatLocker’s customer service.
Developing and maintaining ThreatLocker’s “sub-60 second response time” and ensuring that client and customer issues are addressed by the Technical Support Team promptly, accurately, and effectively.
Setting clear performance goals and metrics for the team.
Ensuring all customer and internal tickets are dealt with and treated with a sense of urgency by the Technical Support Team.
Developing and implementing performance metrics addressing the Team’s Response / Resolution Time, Quality of Support provided, and measuring Customer Satisfaction in order to effectuate Process Improvement within the Team and among Interdepartmental Collaboration.
Training and developing the Technical Support Team, which includes providing technical expertise in cyber security and knowledge of ThreatLocker’s products that will be utilized and implemented by the Technical Support Team to support customers and ensure success, identify skill gaps and provide targeted training to address them.
Staying informed about industry trends and best practices to ensure ThreatLocker remains at the forefront of technical support.
Collaborating with other departmental Managers to improve processes and workflows within the Team.