Manager, Support Center

Job Description

About eSentire eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation. As the authority in Managed Detection and Response, we protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries from known and unknown cyber threats. The Opportunity The Manager, Support Center is responsible for the delivery of eSentire Tier 1 & Tier 2 support services, supporting the monitoring, alerting, remediation, and escalation of issues impacting internal infrastructure, eSentire XDR platforms, eSentire’s Proprietary IP and 3rd partly network, endpoint & log services. The Manager, Support Center will work closely with various Tier 3 teams across the organization as well as third party vendors to ensure the seamless end-to-end delivery of support services and an exceptional client experience. This role will report to the Director, Support Operations. Who You Are The successful candidate will be a self-starter who leverages continuous improvement methodologies while providing technology leadership to help move the organization to the next level. This leadership role will work with multiple internal stakeholders to define processes and procedures, driving operational readiness for the support of both existing and new products and services. Responsibilities Work with stakeholders to develop and refine operational support models for the delivery of new or existing products and services. Develop processes and procedures to ensure consistent, timely resolution of work items. Oversee client technical support delivery and manage the escalation and resolution of day-to-day client issues. Work directly with various third parties to ensure seamless delivery of eSentire services. Oversee the development and maintenance of documentation related to processes and procedures. Develop KPIs and metrics to track and measure delivery and quality of support services. Responsible for the hiring, coaching, training, and ongoing career management of staff. Work with product and engineering teams for the resolution of day-to-day issues and to intake and support new products and services. What We Require 3 to 5 years’ experience leading and managing technical teams. Understanding of best practices and industry trends in the delivery of technical support services. Knowledge of monitoring and alerting protocols and their uses. Ability to identify and define operational requirements for the delivery of support services. Commitment to ensuring the delivery an exceptional customer experience. Excellent written and verbal communication skills including the ability to articulate technical topics in non-technical terms. Demonstrated attention to detail combined with a strategic approach to ensure services are delivered in accordance with eSentire standards. Ability to work in a fast-paced environment and manage multiple priorities. A continuous improvement mindset and collaborative style. Our Culture and Values At eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire’s idea-rich environment welcomes creative and sometimes unconventional perspectives! We celebrate diversity, operating with mutual respect and consideration, in an environment that fosters inclusivity for all. We believe that a variety of perspectives, backgrounds, and experiences make us stronger – if you’re enthusiastic about this opportunity but don’t meet every qualification, we encourage you to apply anyway. It takes a diverse set of thoughts, cultures, backgrounds, and perspectives to be a true market leader. Total Rewards We believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes comprehensive health benefits, a flexible vacation plan, and participation in our company-wide equity program, allowing you to share in the success and growth of our organization. Accommodation If you have any accessibility requirements during the recruitment process, please reach out to our HR team at talentacquisition@esentire.com and any accommodation needs will be addressed upon request. Your talents and unique perspectives are valued, and we look forward to the opportunity to work together to build a more inclusive future. It's our mission at eSentire to protect our customers 24/7/365 and we extend this conviction to job seekers. During the application and interview process, eSentire will communicate with you from one of our corporate "@esentire.com" email addresses, never from a public email address. We strive to provide a welcoming, respectful, and thorough interview process, providing the candidate with ample opportunity to spend time with the hiring manager, recruiter, and future colleagues face to face, or using a video conference technology. Show more Show less