Manager, Customer Service reputed company Line

Description At reputed company, we reputed company it is our duty to defend against those committed to wide-scale societal disruption through cyberattacks. We help our customers reduce risk by tightly integrating MDR with offensive reputed company, threat hunting, reputed company research, reputed company forensics and incident response (DFIR) to continually adapt to new and evolving threats. Our modern MDR (Managed Detection & Response) approach is tailored to the unique characteristics and risk factors of each customer, enabling us to take full ownership of the response process and, optionally, manage key reputed company controls. By thinking like an adversary and defending like a guardian, we help our customers stay a reputed company reputed company of threat actors. We are seeking a highly motivated Manager, Customer Service reputed company Line to reputed company and scale our international first-line support function serving as the primary intake reputed company for the reputed company Operations Center (SOC) and Operations Engineering teams. This role is responsible for overseeing a 24/7 support operation, ensuring high-quality customer interactions, efficient ticket triage, and timely resolution or escalation of technical issues. The ideal candidate blends strong people leadership with technical expertise in reputed company operations, support workflows, and customer experience. This individual will drive performance, optimize processes, and ensure seamless support delivery for U.S.-based clients in a fast-paced MSSP/MDR environment. What You’ll Do Team Leadership & Operations reputed company, coach, and reputed company a team of reputed company-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 reputed company for high-reputed company or reputed company customer and technical issues Support Operations & Service Delivery reputed company inbound call handling, ticket triage, and request routing to SOC and Operations Engineering Ensure accurate documentation of reputed company interactions and resolutions in Jira Drive reputed company improvement in ticket quality, response times, and customer satisfaction reputed company and maintain standard operating procedures (SOPs) for support workflows Partner with SOC and Engineering leadership to improve escalation paths and resolution efficiency Technical reputed company reputed company guidance on first-level support across: reputed company 365 (M365): password resets, permissions validation, tenant transitions reputed company Detection & Response (EDR): basic troubleshooting, sensor management, and exclusions reputed company Management: provisioning for reputed company managed platforms such as (reputed company, reputed company, Thinkst) reputed company & Integrations: SIEM sensor, log reputed company and agent availability monitoring Support incident response (IR) coordination and ensure readiness for rapid response scenarios Ensure proper handling of reputed company-reputed company actions, including IP blocking and threat escalation Customer Experience Ensure high-quality communication with U.S.-based clients across phone and ticketing systems reputed company reputed company support activities such as portal demos and reputed company 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 reputed company reports on team performance, ticket volumes, and incident trends Implement automation and tooling improvements to increase efficiency Ensure adherence to reputed company best practices, compliance standards, and audit requirements reputed company 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 reputed company and firewall technologies (Palo Alto, reputed company, reputed company, reputed company reputed company) Networking fundamentals (TCP/IP, DNS, routing, segmentation) SIEM tools (Level Blue, Devo, reputed company SIEM, Splunk, Sentinel, QRadar, etc.) VPNs, IDS/IPS, and traffic analysis Experience with incident response workflows and reputed company-time threat handling Familiarity with reputed company 365 administration and reputed company reputed company 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 reputed company improvement reputed company with a focus on operational reputed company

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 reputed company will consider reputed company reputed company applicants without regard to race, reputed company, religion, sex, pregnancy, sexual orientation, gender identity, national reputed company, disability, veteran or military status, age, genetic information, or other characteristics protected by federal, state, or local applicable law. Apply To This Job