Security Engineering Manager

About the Role

The Security Engineering Manager is essential for orchestrating the daily operations of our Security Engineering team, ensuring operational efficiency and timely delivery of initiatives. Ideal for a detail-oriented, proactive leader, this role demands a blend of technical acumen, customer service excellence, and a hands-on approach to team management. The right individual will thrive on monitoring and improving operational processes, leading a dedicated team of technical professionals, and acting as a key liaison between clients and our security engineering services. They will be passionate about resolving challenges, optimizing team performance, and contributing to our mission of delivering exceptional service to every client.

Accountabilities

• Monitor daily service operations, ensuring adherence to SLAs and high-quality standards.
• Project management, ensuring timely delivery of security solution deployments.
• Develop strategies to enhance operational efficiency and customer satisfaction.
• Lead and support a team of engineers and specialists, promoting a culture of excellence and continuous improvement.
• Carry out performance evaluations, identify training needs, and facilitate professional development opportunities.
• Ensure optimal staffing levels and shift coverage to meet service demands across all managed teams.
• Continuously assess and refine operational processes to increase efficiency and effectiveness.
• Implement and advocate for ITIL best practices within the security engineering team.
• Drive initiatives to standardize security engineering procedures and documentation.
• Compile and analyze service performance data to identify trends, areas for improvement, and achievements.
• Prepare and present regular reports on team performance, service issues, and resolution metrics.
• Use data-driven insights to guide operational decisions and improvements.
• Serve as an additional escalation point of contact for client communications related to service delivery and operational issues in support of team leads.
• Foster strong relationships with clients, ensuring open lines of communication and satisfaction with service outcomes.
• Collaborate with clients to understand their service needs and adjust operational processes accordingly.

Knowledge, Skills, and Abilities (KSAs)

• Operational Excellence: Proficiency in managing service operations, including a deep understanding of ITIL principles and service management best practices.
• Leadership: Demonstrated ability to lead, motivate, and develop a team of technical support professionals.
• Analytical Thinking: Strong analytical and problem-solving skills, with the ability to utilize performance metrics to drive operational improvements.
• Communication: Excellent communication and interpersonal skills, capable of effectively interacting with team members, clients, and other stakeholders.
• Adaptability: Ability to adapt to changing priorities, manage multiple tasks simultaneously, and thrive in a dynamic service environment.
• Technical Competencies: Experience with: Advanced security systems, including SIEM, EDR, and firewalls; Additional security products such as DNS Filtering and Threatlocker Email security products and awareness training; IT service delivery and project management frameworks, like ITIL; Compliance and risk management in a regulated industry.

Role Logistics

This is a full-time position. Days and hours of work are Monday through Friday, 8 AM – 5 PM [9-hour shift]. Frequent travel may be required to client sites, technology partners, and industry conferences; locations will vary.