Manager, Customer Service Front Line

What You’ll Do

• Team Leadership & Operations
• Lead, coach, and develop a team of Front-Line Support analysts supporting 24/7 operations
• Manage staffing, scheduling, and shift coverage (including weekends and overnight rotations)
• Establish performance metrics (SLAs, KPIs) and ensure consistent service delivery
• Conduct regular performance reviews, training, and career development planning
• Act as an escalation point for high-priority or complex customer and technical issues
• Support Operations & Service Delivery
• Oversee inbound call handling, ticket triage, and request routing to SOC and Operations Engineering
• Ensure accurate documentation of all interactions and resolutions in Jira
• Drive continuous improvement in ticket quality, response times, and customer satisfaction
• Develop and maintain standard operating procedures (SOPs) for support workflows
• Partner with SOC and Engineering leadership to improve escalation paths and resolution efficiency
• Technical Oversight
• Provide guidance on first-level support across:
• Microsoft 365 (M365): password resets, permissions validation, tenant transitions
• Endpoint Detection & Response (EDR): basic troubleshooting, sensor management, and exclusions
• Access Management: provisioning for CyberMaxx managed platforms such as (NextCloud, SentinelOne, Thinkst)
• Elastic & Integrations: SIEM sensor, log source and agent availability monitoring
• Support incident response (IR) coordination and ensure readiness for rapid response scenarios
• Ensure proper handling of security-related actions, including IP blocking and threat escalation
• Customer Experience
• Ensure high-quality communication with U.S.-based clients across phone and ticketing systems
• Oversee onboarding support activities such as portal demos and access provisioning
• Monitor and improve customer satisfaction (CSAT) and first-contact resolution rates
• Handle escalated client concerns with professionalism and urgency
• Process Improvement & Reporting
• Analyze support metrics and trends to identify opportunities for optimization
• Develop reports on team performance, ticket volumes, and incident trends
• Implement automation and tooling improvements to increase efficiency
• Ensure adherence to security best practices, compliance standards, and audit requirements

What We Are Looking For:

• Experience
• 4+ years of experience in IT support, SOC, or technical support environments
• 2+ years of experience in a leadership or supervisory role (BPO or MSSP/MDR preferred)
• Experience supporting U.S.-based customers in a 24/7 environment
• Strong experience with Jira or similar ticketing systems
• Technical Expertise
• Solid understanding of:
• Network security and firewall technologies (Palo Alto, Fortinet, Cisco, Check Point)
• Networking fundamentals (TCP/IP, DNS, routing, segmentation)
• SIEM tools (Level Blue, Devo, Elastic SIEM, Splunk, Sentinel, QRadar, etc.)
• VPNs, IDS/IPS, and traffic analysis
• Experience with incident response workflows and real-time threat handling
• Familiarity with Microsoft 365 administration and endpoint security tools
• Leadership & Soft Skills
• Strong people management and coaching skills
• Excellent problem-solving and decision-making under pressure
• Outstanding written and verbal communication skills
• Ability to balance technical depth with customer-facing responsibilities
• Continuous improvement mindset with a focus on operational excellence

Preferred Qualifications

• Experience in MSSP/MDR environments
• Knowledge of compliance frameworks (e.g., SOC 2, ISO 27001, NIST)
• Experience managing distributed or remote teams
• Exposure to automation and process optimization tools