Vice President, Technical Support

Duties

• Leading the Technical Support Team
• Providing oversight and management to ensure the delivery of strategic and technical support to ThreatLocker’s business clientele
• Leading, mentoring, and developing a high-performing technical support team that is capable of scaling ThreatLocker’s customer service
• Developing and maintaining ThreatLocker’s “sub-60 second response time” and ensuring that client and customer issues are addressed promptly, accurately, and effectively
• Setting clear performance goals and metrics for the team
• Ensuring all customer and internal tickets are dealt with and treated with a sense of urgency by the Technical Support Team
• Developing and implementing performance metrics addressing the Team’s Response / Resolution Time, Quality of Support provided, and measuring Customer Satisfaction in order to effectuate Process Improvement within the Team and among Interdepartmental Collaboration
• Training and developing the Technical Support Team, which includes providing technical expertise in cyber security and knowledge of ThreatLocker’s products that will be utilized and implemented by the Technical Support Team to support customers and ensure success
• Identifying skill gaps and providing targeted training to address them
• Staying informed about industry trends and best practices to ensure ThreatLocker remains at the forefront of technical support
• Collaborating with other departmental Managers to improve processes and workflows within the Team

Required Qualifications

• Five (5) years of work experience as a Service Manager in Cybersecurity, during which time worked on projects providing IT support to businesses
• Managing teams of technicians, dealing with escalations, providing tier 3 level support, managing IT projects, and maintaining client relationships
• Evaluating IT issues and architecting solutions, selecting products (both hardware and software), and overseeing the subsequent deployment and support of these solutions
• Demonstrated proficiency using the following skills: Cyber Security, IT Infrastructure, Service Desk Management, Customer Relationships, Tier 3 Technical Ability, Windows Server, WMWare/Hyper-V, Backup / Disaster Recovery, and Networking