Vice President, Technical Support
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. This position is responsible for leading the Technical Support Team, providing oversight and management to ensure the delivery of strategic and technical support to ThreatLocker’s business clientele.
Requirements
- Five (5) years of work experience as a Service Manager in Cybersecurity.
- Experience managing teams of technicians.
- Experience dealing with escalations.
- Experience providing tier 3 level support.
- Experience managing IT projects.
- Experience maintaining client relationships.
- Experience evaluating IT issues and architecting solutions.
- Experience selecting products (both hardware and software).
- Experience overseeing the deployment and support of solutions.
- Proficiency using Cyber Security.
- Proficiency using IT Infrastructure.
- Proficiency using Service Desk Management.
- Proficiency using Customer Relationships.
- Proficiency using Tier 3 Technical Ability.
- Proficiency using Windows Server.
- Proficiency using WMWare/Hyper-V.
- Proficiency using Backup / Disaster Recovery.
- Proficiency using Networking.
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
