This position leads a team of Managed Security Services Delivery technicians, system administrators and network security engineers. These professionals are collectively responsible for meeting or exceeding client SLAs, while attaining maximum utilization of technical resources. We follow, maintain and create Standard Operating Procedures to ensure the security, performance and availability of clients’ technology environments. Maintaining exception-based monitoring and alerting subsystems and thresholds, preventing outages/incidents by minimizing recurring exceptions, and determining root cause are key performance indicators of team effectiveness.
Primary Responsibilities and Duties
- Team leadership, staff development and mentoring
- Own and ensure that Managed Security Services goals, objectives and requirements are clear and agreed upon by all team members
- Ensure that Cybersecurity, performance and availability risks are identified, communicated, and mitigated in Deerwood Technologies’ and client technology environments
- Coordination with other IT staff/teams to ensure maximum utilization of billable resources
- Schedule / manage technical resources on the ConnectWise dispatch portal
- Monitor resource schedules to ensure prompt, accurate time entry for all team members
- Communication with clients as/when required: scheduling, keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Create and maintain Managed Security Services improvement plans, communicate progress and status
- Support Client Success and Business Technology Review processes and reporting
- Develop and maintain Standard Operating Procedures and project documentation
Additional Duties and Responsibilities
- Improve client service, perception, and satisfaction
- Ability to work in a team and communicate effectively
- Improve utilization and increase productivity of team members
- Escalate incidents and service requests to senior resources as needed
- Develop in-depth knowledge of the Managed Security Services catalog and how it relates to clients’ needs
- Document internal processes and procedures related to own and team’s duties and responsibilities
Desired Experience and Skills
- 2+ years’ demonstrated Team Leadership experience
- 3 to 5+ years’ experience working in IT Service Delivery, preferably also in a Managed Security Services environment
- Professional IT/Cybersecurity Certifications, such as: Information Technology Infrastructure Library (ITIL), CompTIA Network+, Security+, Project+ or equivalent
- Associates Degree or higher
- Strong communication (written and oral), organizational, presentation skills
- Strong Client Service skills: phone skills, empathetic communication skills, active listening and client-care orientation
- Ability to multi-task and adapt to changes quickly in a multi-client, fast-paced environment
- Knowledge and experience in cross-functional project management methods and techniques
- Knowledge of IT infrastructure, applications, processes, software, services and equipment
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness: of an organization’s key IT services for which support is being provided
- Business awareness: specific knowledge of each client and how IT relates to their business strategy and goals
- Understanding of support tools, industry best practices, and how technology is used to provide efficient and effective Managed Security/IT Services