Manager of Managed Security Support Services

Lyndhurst, NJ 07071

Category: Technical Support Job Number: 7252 Industry: Vendor-Infosec Level of Experience: Mid-Senior
 

Manager of Managed Security Support Services

Our client, a leading provider of Cybersecurity Technology and Services, is seeking a Manager of Managed Security Support Services, based in the NY-NJ region.

Scope of Role
The Manager of Managed Security Support Services responsible for managing a team of world-class Cybersecurity specialists in the planning, delivery, and 24/7/365 support of a suite of Managed Security Services for Enterprise Cloud and Service Provider Cloud customers.  These MSSP service offerings address the Enterprise, Government and Education markets, and include Security Incident Response capabilities.

Responsibilities

  • Manage the delivery of all service and product offerings, as well as work with clients and partners to resolve major incident response and resolution efforts.
  • Recruit, train, retain, motivate and evaluate a team of Professional Services Engineers, post-sales Technical Account Managers and Solutions Architects.
  • Function as player-coach for customer support efforts, partner relationships and service engagements, expediting any issues and breaking all process bottlenecks.
  • Focus on relentless improvement of delivery process, systems, personnel and training, in order to drive customer satisfaction, retention and new revenue.
  • Train, mentor and coach the Customer Support team to accomplish their job criteria, including but not limited to in-house company technical and professional training, as well as personal development
  • Timely completion of personnel related tasks, including but not limited Expense reports, Quarterly and Annual evaluations
  • Develop and implement metrics/measurements for the department
  • Focus on customer satisfaction, relationships and service levels
  • Develop and execute employee recruiting, retention, training and quality strategies
  • Delegation, directing others, task prioritization and follow up, motivating others, negotiating, planning, time management, managing vision and purpose
  • Travel requirements up to 25-35%, mainly to trade shows, as well as customer and reseller sites

Education, Experience and Skills requirements

This role requires strong skills in three specific domains.

  1. Technical Domain Knowledge: Network Security, Cybersecurity, Cloud Infrastructure.
  2. Customer Service & Communications:  Strong drive for customer satisfaction via delivering strong results and excellent problem resolution.
  3. Management of Teams:  Recruit, Manage, Motivate, Train, Coach, technical staff
  • BS in computer science, engineering, a related discipline or equivalent experience is required
  • Strong preference for candidates with 3-5+ years of Management experience with direct responsibility for a 24/7/365 Security Operations Center (SOC), Network Operations Center (NOC) in a Managed Security Services Provider (MSSP), Managed Services Provider (MSP), Security Incident Management team or similar role with a technology vendor or end user firm. 
  • 5-7+ years in a management position in a High tech firm, preferably in a customer-facing function such as Professional Services, Customer Success/ Customer Support, Pre-Sales Engineering. Strong focus on customer satisfaction essential.
  • Energetic, Ambitious and Effective leadership qualities a must.
  • Strong preference for technical background in one or more of the following technology domains: Cybersecurity, Networking, Data Centers, Telecommunications, Managed Hosting, Managed Data Center, Virtualization, Managed Applications, Managed Security Services Network Security, Storage, Software, Wireless.
  • Excellent background in design, implementation, training and use of management tools, such as CRM, KPIs, dashboards and pipeline reports
  • Ambitious, hard-working, goal oriented, team player and enthusiastic
  • Strong written and oral communication and presentation skills required
Established in 1991, J. Patrick & Associates, Inc is an Executive Recruiting firm that focuses on Executive Management, Sales, Marketing and Technical roles within Information Technology markets. We have over 20 years of experience recruiting in every aspect of AV/VTC/UC, Application, Storage, Information/Network Security, Mobile Technologies and Telecommunications. We handle Contingency and Retained search, as well as contract staffing. Our clients include industry-leading Technology Vendors, Systems Integrators, Telecommunications Service Providers and End User organizations.

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