eSentire

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.

Your Responsibilites

• 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.